Yale smart alarm offline

[amos19]

Hi just gone on to fiber had new eero modem my yale smart alarm worked for couple of hours, then the modem done a update now the alarm is offline and i cant reconnect i tried rebooting the alarm and modem but us still off line, any advice or suggestion's would be great, Thanks

[CharlieMuggins]

No, it will not fail whatever you do. I am suggesting that you don't enable advanced security or block any websites from the Eero.  No content filters, do not block websites or apps. 

Also, my advice from Yale was to ensure port forwarding was enabled for the alarm hub and change the DNS.

[KeithFrench]

Hi @amos19 

I am not sure about port forwarding being required, unless Yale is connecting over the internet to the alarm. However, if you want, I can tell you how to do this.

To change the network DNS servers from the standard TalkTalk DNS servers to something like Google DNS (8.8.8.8 and 8.8.4.4) as an example, do this:-

1. Open the eero app.

2. Tap on Settings, then select Network Settings.

3. Tap on DNS.

4. In the DNS screen, change ISP DNS (Default) to Custom DNS.

5. Input your desired IPv4 and/or IPv6 DNS Server addresses.

6. Tap Save in the top right corner of the screen.
   
   

This will reboot your network in order to propagate the settings across your devices.

This may require eero Secure to be disabled.

Enable or disable eero Secure

eero Secure allows:-

• Advanced Network Security protects your devices from viruses, malware, and phishing.

• Block Ads removes ads and pop-ups from websites and apps. This can be activated for individual user profiles or for your entire network.

• SafeSearch prevents inappropriate websites, images, or videos from appearing in search results. This can be activated for individual user profiles.

Content Filters block explicit, illegal, or violent content per each user profile.

However, some customers have noticed that it can also block all websites when searching via Google. These sites are fully accessible directly from the device, just not via a Google search.

To enable or disable eero Secure, from the eero app go to:-

1. Tap Discover

2. Tap eero Secure

3. Tap Advanced Security to toggle the feature on or off.

[amos19]

Hi thanks for your advice so what ever i do will the yale fail at some point, I have been advised to change DNS to 8.8.8.8 i personally dont want to change settings that i dont understand 

[CharlieMuggins]

It's an issue when advanced security is activated on the Eero. If you want to block certain websites on the Eero, the Yale alarm will eventually fail after a period of time. The beeping on the alarm occurs when the hub loses connection.

Yale also suggest you enable port forwarding on 80 and 81 for the hub. You could also enable port forwarding on 8765 and 5222. Also set up a custom DNS to 1.1.1.1 and secondary DNS to 1.0.0.1

The DNS could be 8.8.8.8, or BT or Vodafone, just about anyone except for talk talk.

[amos19]

Yes thats all good, I added 2 pro as thats what tt sent me i have only got the 2 pro on, im waiting for technical to get back to me as why the latest update knock the yale off

[KeithFrench]

Hi @amos19 

First off, adding an eero 6 to a network of two eero Pro 6s is counterproductive, as the two Pro 6s will only have the speed of the eero 6. Mixing them in the same network always means they all assume the same specification of the lower specification node. Until your Yale alarm connection is stable, just go with the two Pro 6 units.

You have not confirmed if you have carried out all of my recommendations in my last post (#37):-

Under the circumstances, I would suggest that you delete the complete network and start again. In the app go to:-

Settings> Network Settings 

Tap the blue 3 dot icon top right and select Delete Network.

I would probably go further on each Eero, hold the reset button in until the light goes red (about 15 seconds) to do a hard reset. 

Then, use the app to gradually add them one by one.

[amos19]

Hi Kanya, no not yet the thought of having hours on chat not looking forward to i i will have to do you have direct link not for me to get past around, but it is 100% the update that done it. Amos

[amos19]

Hi yes manged that was all working till the update in middle night know the alarm gone again

[KeithFrench]

Hi @amos19 

You must remove or replace eeros via the app. You can't just go connecting and disconnecting them without it.

Under the circumstances I would suggest that you delete the complete network and start again. In the app go to:-

Settings> Network Settings 

Tap the blue 3 dot icon top right and select Delete Network.

I would probably go further on each Eero, hold the reset button in until the light goes red (about 15 seconds) to do a hard reset. 

Then use the app to gradually add them one by one.

[kanya-TT]

Yes, Amos. Have you contacted the fullfibre tech Support team.

[amos19]

Done update last night back to alarm offline 

[amos19]

Hi Keith,

Hope you can help eero pro working as should added another eero6 pro as extender still all working, me being greedy added the old eero6 as extender in another part house, then it started the yale alarm went down and both extender are on wifi so i uninstalled the main one as in remove device but i didnt remove the other eero pro reinstalled main device but cant pair the other pro6, is there a way of unpairing 

Amos

[KeithFrench]

You are very welcome.

[amos19]

the alarm and cctv are connected with Ethernet splitter the extender will be used upstairs for wifi and tv so the alarm is staying in the port it is know so there's no change to the settings hopefully, i will give you update tomorow after the eero done its up date 

Thanks for your help

[KeithFrench]

All the tests I did yesterday were on V7.8.

If the gateway is the eero 6 Pro, what happens if you add the eero 6 back in as an extender? The crucial thing to check now is do the Ethernet ports of the eero 6 work with the alarm or not. Was it the relatively simple case all along that the ports were faulty?

[amos19]

Just hope you update doesn't affect it 

[KeithFrench]

Great, at least that is sorted. I think the current version is V7.8, but maybe you won't get that until after you do this update. I have noticed any problems.

[amos19]

Good morning Keith, 

Just setup new eero pro and all is working good alarm works bit worried about when it up dates its says update available

Amos

[amos19]

Yes the cable are good its the same one i used in work and tried different one as well at home im hoping maybe the new eero pro will work tomorrow, i think its just conflict between eero/TT and yale and hopefully they will fix bug without admitting who's fault it is 

[KeithFrench]

Hi @amos19 

I have now connected a laptop to each Ethernet port on my extender and that shows as online & works fine as well.

I don't believe, therefore, that this can be related to the eero update. We know that the Ethernet port on the Yale is fine, as it worked OK when you were at work. This makes me think that either the Ethernet port on your eero is faulty (unlikely, but possible) or, far more likely, the problem is the Ethernet cable. I know that you said that you have tried two different cables, but are you 100% confident that they are fully inserted at either end? This might sound daft, but some Ethernet cables have a plastic shroud around the release lever and these can sometimes prevent the cable from pushing all the way into the connector.