Yellow Box, off network after firmware update

[MI_Home]

I was informed that my device was no longer communicating with the portal after a firmware update. I power cycled the device as requested, but it has not regained the connection. The unit has the power light on and a network light at the switch. There is no response when I try to ping the IP from the LAN. The router doesn't show that LAN address connected.

How do I reset the device so that it will grab a DHCP address?

[SBK]

Which port the Ethernet cable is connected into?

[MI_Home]

LAN, no changes have been made since it stopped working.

[SBK]

Which is correct but you are also saying that the agent is no even getting an IP...
Kind of weird

[MI_Home]

Is it possible to do a "factory reset"?

[MI_Home]

I rebooted the router and then rebooted the agent again, but it is still not grabbing an address.

[SBK]

Give some time since if the agent is not even able to get its IP then we must see which solution will work better

[OutagesIO_Support]

There is no factory reset but there is something else we can try if you're wanting to.
You'll need a PC/laptop that you can change the local IP to 192.168.1.2 and you'd need to download a file before changing the IP. Then you would put the agent into a receive mode where you can upload the file and that would reset the agent.

However, we would need to be in chat while doing this so that we can know what is happening and guide you.

All of the above said, the fact that the agent is not picking up an IP, makes it lower level than most problems which means the best option might be to send it back so we can find out what's going on, get it back to normal then send it back to you.

[MI_Home]

I'm willing to give it a try.

[OutagesIO_Support]

We need to plan a date/time to meet in chat here in the forums.
You need to have a PC/laptop that is Internet connected where you can also change the network IP temporarily.

[MI_Home]

I'm available anytime today if you are. I have a windows laptop ready to connect to the device.

[OutagesIO_Support]

Ok, I'll go chat you right now.

[MI_Home]

Support chatted me through reloading the firmware. Back online.

[MI_Home]

My agent is reporting Inactive. I restarted it, no change. I pinged it from the LAN and it does reply. I entered the IP in a browser and it reports "This site can’t be reached". What steps are next?

[OutagesIO_Support]

I'm not following what you mean by the browser reports site cannot be reached?
There is no site or anything to reach on the agent. There is only the emergency thing that we did in chat.

You do not need to restart the agent if it show Inactive. It means it was not able to reach our servers.

Can you give us remote access to the agent? You would simply put a port forward to the agent in your firewall for us to reach it.

[MI_Home]

Which port number should I route?

[OutagesIO_Support]

We're watching it. We have to get into chat if you'll give us remote access, we can't post that info in public.

[MI_Home]

It is now showing disconnected. Is that a me issue or you issue?

[OutagesIO_Support]

If you are still able to reach the Internet from the same location, then it seems like there is something blocking the agent or preventing it from communicating with our servers.

[MI_Home]

My internet is connected and I can ping it on the LAN. I can hop in a chat if you want to try and connect or we can wait a bit. Whatever works for you.