Revision as of 02:12, 10 December 2011

Read this for troubleshooting before you send a ticket to tech support.

Lights Indicators

The only difference between the Vera 1 and Vera 2 models is the LED which indicates the state:

Vera 1, Power Light Indicator:

Normal Bootup: When turning on Vera the power light will come on for about one second when the power is first connected. But then it will remain off while Vera is starting up, except for one brief flash. Once Vera has finished booting up and is ready to go, the power light will either be on solid, or double flash.

Solid = OK: When the power light is on solid, that means Vera was able to get an Internet connection on the WAN port and everything is OK.

Double blink = No Internet: If the power light starts to double blink (blink twice, pause, blink twice, etc.), that means Vera is ready to go, but was unable to get an internet connection on the WAN port, so remote access and FindVera will not work. See Quick Start Hardware for details.

Slow, steady blink = Firmware is corrupted: When you connect the power, if the power light starts blinking slow and steady right away, this means the firmware is corrupted and Vera cannot boot. This happens if you unplug Vera during a firmware update. If it does, see Firmware Flash for a utility to restore Vera's firmware.

Vera 2, ETH1 Light Indicator:

Normal Bootup: When turning on Vera the power light will come on for about one second when the power is first connected. The ETH1 light will remain off while Vera is starting up, except for one brief flash. Once Vera has finished booting up and is ready to go, the Power Light and ETH1 light will either be on solid, or double flash.

Solid = OK: When the ETH1 Light is on solid, that means Vera was able to get an Internet connection on the WAN port and everything is OK.

Double blink = No internet: If the ETH1 light starts to double blink (blink twice, pause, blink twice, etc.), that means Vera is ready to go, but was unable to get an Internet connection on the WAN port, so remote access and FindVera will not work. See Quick Start Hardware for details.

Slow, steady blink = Firmware is corrupted: When you connect the power, if the ETH1 light starts blinking slow and steady right away, this means the firmware is corrupted and Vera cannot boot. This happens if you unplug Vera during a firmware update. If it does, see Firmware Flash for a utility to restore Vera's firmware.

Verify Logs / Notifications

Before you ask us to check to see if the Notifications System is working--either on your Vera or on our server--you can check some things for yourself, first:

• Advanced/Logs: Check here to see if the event appears. If not, then check that:

1. You have added a user under the "Users" tab, added and activated a phone number, and added an email address;
2. The event that you've added has a checked user to send notifications to;
3. You have enabled the findvera service from the findvera.com tab; and
4. You have an active Internet connection and no firewall/proxy is blocking access to findvera.com.

If no log/notification appears under "Advanced/Logs" then there is a problem with the notification service on your Vera. If some entries appear with "Track on findvera", it means that Vera is working.

• Track on findvera: If you set it for notifications by email or SMS, the event will be listed as a green link to findvera.com (if not, it is listed in gray and without a hyperlink.) Click the link and you will be redirected to findvera.com at that notification. There you will see a full description of the event and whether the notification was successful.
• Click "Luup notifications" and you will see all the notifications that your Vera is trying to send. You'll also see the status of the notifications ("Success" or "Failure").
• If the status is "Failure", report the problem to us by sending a ticket to tech support.

Find Vera Service

• Issue

If you've just upgraded the firmware with "Restore to factory defaults",

• • Resolution

Login directly to your Vera and go to Setup -> findvera.com, re-enter your username and password, then enable the service.

• Issue

If you've just upgraded the firmware with "Keep settings",

• • Resolution

It is possible that your Vera unit is still upgrading please wait a few minutes then try again.

• Issue

If the Internet connection on Vera's side has dropped or if Vera doesn't have Internet access anymore, you won't be able to access it through findvera.com.

• • Resolution

Check Vera's power LED; it should be solid. If it's blinking, go to Setup -> Advanced -> Net & Wi-Fi, configure your Network settings, click 'Troubleshoot Network' and observe if it can reach Google and our servers.

Identifying Device number(#) and NodeID

Device number (Device #x)

Under the Devices tab, you select any of the devices and press the + button and you'll see a field like: 'Device #xx'. That's the device number.

NodeID

The NodeID cand be found under a Z-Wave device. Under the Devices tab, you select a Z-Wave devices and press the + button and you'll see a field like: 'NodeID xx '

Identify Device number and NodeID

Note: your view may look differently (depending on your UI version.)

Problems adding new Controller

   - go to Advanced->Logs and enable Verbose logging
    - Reset your controller, then go to Devices->Zwave and press Remove dead node if you still see it.
    - confirm that you can't see anymore your controller in Devices->Zwave and that the controller buttons don't do anything
    - go to Devices->Zwave->press Add Zwave Controller then " Include the Remote to another Controller and/or Replicating
Network Information from another Controller" on your remote
    - confirm that your controller is added and assign it into a room.
    - confirm that the All OFF/All ON function on your controller isn't activated
    - create a Scene on Vera and confirm that it's working ( a simple scene: turn on an on/off appliance module)
    - create an event on that scene for the  Scene Controller with Event Type "a scene is activated" and put 0 in the scene number.
Note: - set a descriptive unique name for the scene and for the event
    - save the scene
    - since the Controller is battery operated you'll have to re-add it to the network in order to it's configuration to update, so
    go to Devices->Zwave->Add Zwave Controller and on your Controller follow again the " Include the Remote to another Controller and/or Replicating
Network Information from another Controller" procedure
    - synchronize your clock with Vera's clock (you can see the clock in Location tab)
    - press the ON button on your controller and note the time
    - if it's not working edit the scene and put 1 in the scene number, save then re-add your controller and test it by noting down the time when you've pressed the on button.

At the end submit a trouble report from Advanced->Tech Support and mention
    - the name of the scene and event
    - time when you've pressed the on button with 0 in scene number
    - time when you've pressed the on button with 1 in scene number

After we receive your ticket we'll try to see what we have to in order to successfully program your remote.

For the other remote you'll have to follow the same procedure and send us also the complete make and model along with it's user manual.

Clearing Group Association
Devices which are Associated to the Group Buttons can be cleared
by:
1. Put the Configuration Switch in “Configuration Mode”.
2. Press-and-hold “Up” Operation button for 2 seconds to enter
Configuration Mode. LED Indicator will illuminate Green.
3. Short-press the “Up” Operation Button three times within
1.5sec to put the device into Clear Group Associations Mode.
LED Indicator on the Remote will illuminate Green when Group
Associations are cleared successfully and illuminate Red if the
operation is unsuccessful.

Enabling All On / Off Functionality
The Remote control can act as an All On / All Off Controller, which
allows all the devices in the Network to be turned On or Off at the
same time.
1. Put the Configuration Switch in “Configuration Mode”.
2. Press-and-hold “Up” Operation button for 2 seconds to enter
Configuration Mode. LED Indicator will illuminate Green.
3. Short-press the “Up” Operation Button five times within
2.5sec to configure the device to become an All On/Off
Controller.
Note 1: All Associations which have previously been made to the
Operation Buttons will be deleted.
Note 2: If one or more Associations are made as described in
“Associating Devices to Remote Operation Bottons” the All On/Off
functionality will automatically be disabled.

Resetting the Controller
1. Put the Configuration Switch in “Configuration Mode”.
2. Press-and-hold “Up” Operation button for 2 seconds to enter
Configuration Mode. LED Indicator will illuminate Green.
3. Press-and-hold “Up” Operation button for 10 seconds - this
will initiate a reset of the Controller. LED Indicator will
alternate Red, Yellow and Green while remote is being reset.
4. LED Indicator on the Remote will illuminate Green when
Reset is successfully completed and illuminate Red if the
operation is unsuccessful.

Include the Remote to another Controller and/or Replicating
Network Information from another Controller
When Including the remote to another Controller the remote
automatically becomes a Secondary Controller. To Replicate the
Network Information to the Remote Control (if Secondary) from
another Controller (Primary) following steps should be followed:
1. Put the Switch in “Configuration Mode”.
2. Press-and-hold “Up” Operation button for 2 seconds to enter
Configuration Mode. LED Indicator will illuminate Green.
3. Short-press the “Up” Operation Button four time within 2sec to
put the device into Replication Transmit Mode.
4. Press the Controller Replication Transmit initiator on the
Primary Controller.
5. Replication will start and Remote Control LED Indicator will
blink Green when transferring Network Information.
6. LED Indicator on the Remote will illuminate Green for 3 sec
when Replication is completed successfully and illuminate
Red if the operation is unsuccessful.

Networking Setup

In general, most people who have Vera don't need to know anything about networking and don't need to change any network settings. If you are experiencing difficulties or want to know how Vera's networking works, here is some useful information.

Getting Vera an internet connection

Within 2 minutes after you plug Vera in, Vera will try to obtain an IP address (i.e. Internet Connection) automatically through the WAN port on the back of Vera. If Vera succeeds in getting an IP address and connects to the network, the power light on the front of Vera will be solid. If Vera cannot get an Internet connection, the power light will blink. Note that you can still use Vera without an Internet connection, but certain features--like remote access over cell phones and video archiving--will not work without an Internet connection.

If you connected Vera directly to your DSL or cable modem, but Vera's power light is blinking, first try unplugging the DSL or cable modem for 2 minutes, then plug it in and wait a few minutes. If Vera's power light is still blinking, that probably means you have a special network setup, such as PPPoE or a static IP address. These types of connections require special information from your Internet service provider (ISP). To specify these settings, follow the "Getting to Vera's Setup Page Without an Internet Connection" and then "Manually Configure Vera's Network" instructions below. Then, fill in the Setup Page's top section "How Can I Connect to the Internet" with the settings furnished by your ISP. Also, under Firewall, choose "Firewall Active", and under DHCP choose "DHCP Server ON". Then click 'Save & Apply'. (See the IMPORTANT NOTE below.)

Getting to Vera's Setup Page if Vera already has an Internet connection

Once Vera has an active Internet connection (the power light is on solid), you can open any Web browser, from anywhere on the home network, and go to http://findvera.com and click the green 'Setup' button.

Also:

• a computer can connect directly to one of Vera's LAN ports,
• a computer can connect to Vera wirelessly, or
• Vera can be accessed from anywhere else on the home network through the WAN port.

Getting to Vera's Setup Page without an internet connection

If Vera does not have an internet connection, then you must connect the computer with your web browser to one of Vera's four LAN ports, or connect to Vera wirelessly using the network name (SSID) and password shown on the bottom of Vera and on on the front of the Quick Start Guide.  Then open your web browser and go to:  http://local.findvera.com
If that fails, try:   http://192.168.81.1
Vera's setup page should appear.

Manually configuring your network

Normally Vera will automatically configure the network for you.   If you want to configure the network manually, click the Advanced button in Vera's setup page and choose the 'Net & Wi-Fi' option.  Set the network the way you want and click 'Save & Apply' at the bottom of the page.  Note that once you click 'Save & Apply,' Vera's automatic network configuration will be bypassed and Vera will use the network settings you provide.   (See the IMPORTANT NOTE below if you want to do this.)

On PC (Windows)

1. Click Start
2. Click Control Panel
3. Double Click Network Connections
4. Under LAN or High-Speed Internet Doubleclick the enabled device (the Local Area Connection or the Wireless Network Connestion)
5. On the Status Box Window that opens Click the Properties button
6. Drag the Properties window beside the Status window
7. Click the SUpport tab on the Status window
8. Click the Details button--this window provides the information you will need to manually configure your IP
9. In the Properties window that you have open beside the Status windows scroll down through the devices until you get to Internet Protocol TCP/IP
10. Select Internet Protocol TCP/IP and click the properties button
11. In the Properties window that opens select "Use the following IP address"
12. If you have a number of machines begin by setting the IP address to 192.168.1.100 then go to 192.168.1.101 and so forth giving each machine a unique IP on the network
13. The subnet mask has a default value of 255.255.255.0 in most cases
14. Copy the Default Gateway from the Network Connection Details window information (192.168.1.1 is common)
15. Copy the DNS Server info from the Details window--there will likely be two adresses to copy.
16. Close all the windows and test your internet connection

On MAC

1. Select the network configuration that has the green dot next to it, from the "TCP/IP" screen you opened before. This is your active connection and will probably be the "Built-In-Ethernet" option in the drop-down box. Then click the "Configure" button at the bottom of the dialog box.
2. Click the "Configure IPV4" drop down menu next and choose "Manually."
3. Type in your new IP address in the box under the TCP/IP menu. Simply delete the number that is in there and enter your new one.
4. Click "Save." Your address has now been changed.

Common problem: Vera isn't sharing the network connection

When Vera gets an internet connection through the WAN port, Vera decides automatically if you already have a home network setup with another device (a router) that is sharing your internet connection.  If Vera decides that you connected Vera directly to your DSL or cable modem, and don't already have a home network setup, then Vera will automatically create a home network for you and share the internet connection that Vera got from your DSL or cable modem.  Some DSL or cable modems "trick" Vera into thinking you already have a home network, when in fact you do not.  This happens when all of the following are true: 1) You connected Vera's WAN to your DSL or cable modem and do not already have a router. 2) Vera got an internet connection from your DSL or cable modem and you can tell this because Vera's power light is on solid. 3) Other computers in the home that you connect to Vera's 4 LAN ports, or connect to Vera wirelessly, are not able to get an internet connection.

If those 3 things are all true, then that probably means Vera is not sharing your internet connection because Vera thinks you already have a home network.   This happens when your DSL or modem "tricks" Vera by acting like a router.   This problem is easy to solve.  First, unplug the cable going into Vera's WAN port.  Wait a few seconds for Vera's power light to start blinking.  Now try again to connect your computer to Vera using the 4 LAN ports or with the wireless connection.   Open your web browser and go to: http://local.findvera.com, or to http://192.168.81.1. Click the 'Advanced' button, choose 'Net & Wi-Fi'.

Set the following settings:

How can I connect to the Internet? DHCP

Firewall: Firewall active

DHCP server: On

Then click 'Save & Apply'.  Reconnect the cable to the WAN port.  Wait 30 seconds.  Then Vera should share the internet connection with any other PC's and devices connected to Vera's 4 LAN ports, or that connect to Vera wirelessly.  (See the IMPORTANT NOTE below.)

I already have a home router (i.e. DHCP server) and don't want Vera to replace my router

Normally this should be handled automatically.   You simply connect Vera's WAN port to your existing home network and Vera should automatically detect that you already have a router, and then Vera will automatically turn off Vera's built-in router functions, like firewall and DHCP server, thus becoming a normal network device.  You can still find Vera on your home network using the findvera.com web site, and you can connect any network devices to Vera's 4 LAN ports or to Vera's Wi-Fi network, and they will work just fine on your home network, getting an IP address from your existing home router. When you go to the 'Net & Wi-Fi' tab on Vera, you will see the DHCP server is set to "OFF", and the firewall is set to "No Firewall".  (See the IMPORTANT NOTE below.)

IMPORTANT NOTE: Vera's automatic network configuration may be disabled

To make Vera as easy as possible for the novice user, Vera will attempt to configure the network automatically for you.  This means if you have an existing home router, Vera will work well with it.  And if you do not, Vera will assume the role of your primary home router automatically.  But, once you go to Vera's 'Net & Wi-Fi' tab and make any changes, then Vera assumes you know what you're doing, and Vera will not again attempt to automatically configure the network unless you reset Vera to the factory default.  This means, for example, that if you manually turn off Vera's firewall, and you then put Vera directly on the internet, other people may be able to access your Vera.  For most users, we recommend you just leave the network settings alone and let Vera handle everything automatically.

Technical Explanation: How Vera's auto networking works

This paragraph is for advanced users who understand networking concepts.  Vera tries to obtain an IP address on the WAN port using DHCP.  If Vera gets an internal IP address from another router, namely an address that starts with 192.168., or 172., or 10., then Vera assumes you already have a network router sharing your network connection and a DHCP server giving out IP addresses.   So Vera goes into 'switch' mode.  This means the WAN port and the 4 LAN ports are bridged, like a normal switch, and Vera's firewall and DHCP server are disabled.   If Vera gets a routable IP address (not a 192.168., 172., or 10. address), Vera assumes she is connected directly to your Cable/DSL modem and that Vera should share the network connection for you.  In this case, Vera turns on her DHCP server and gives out IP addresses in the 192.168.81.xx range on the four LAN ports.  Vera's firewall is enabled and Vera only accepts connections from the 4 lan ports.

Advanced Network Settings

Networking Setup:Advanced Network Setup

Troubleshoot Network Settings

Networking Setup:Troubleshooting

Schlage Lock Troubleshooting

Schlage_Lock_Troubleshooting