Yale Sync Alarm - Not speaking with router.

[#1]

Was provided with the below - how can this be checked? They should assist you in ensuring ports 5222 and 8765 of your router are opened. Please also check with them if the DNS settings of your router are set to 8.8.8.8.

[#2]

Yale alarm was working with previous provider fine however recently switched to plusnet and it shows as green (connected) but still mentions the alarm hub is offline. Any idea on how to fix this? Does a port forwarding rule need to be applied or? 

[#3]

Moderator's note:
Topics merged. Please note that cross-posting is not allowed as per Forum rules.

[#4]

Hi @argalebush.

Thanks for coming to the community.

What router are you using?

Also, could you check the hub’s internet connection status in the Yale Home App? Go to Hub Settings > Utilities > Network Settings and see if it shows as connected.

Debbie

[#5]

Hi Debbie,

Just the standard Plusnet Route 2 provided on installation. 

The alarm hub is just saying offline and won't connect to the internet at all currently which means it is being blocked I imagine (didnt have this issue with previous talk talk router - i just plugged the ethernet cable in and it worked)

[#6]

@argalebush 

 recently switched to plusnet and it shows as green (connected) but still mentions the alarm hub is offline.

Can we just clarify this please, what shows as green ? 

[#7]

Nothing has a green light. It was a green light that worked for couple hours then stopped. Green on this alarm means it was connected to internet but then still was not working as something must have been blocked (I am not technical at all in this situation). As mentioned above - this is now not connecting anything at all between the yale sync alarm and plusnet router. Some ports need to be open apparently 

[#8]

Some ports need to be open apparently 

The Plusnet router, like most others, has all ports open for outgoing traffic.

Did you check as @Debbie_G suggested on the Hub 2 and does the Yale show there as connected  ?

[#9]

Yea no doesnt show as connected. Says hub offline. 

[#10]

@argalebush 

From the look of the Yale alarm

https://yalehome.co.uk/sync-smart-home-alarm

it is (or can be) self install.

If you can connect to the box by some means (perhaps their app) then see what the box is saying about connection.

If it's possible to reconfigure the box's Internet connection try that. Also look for any IP address settings in the box.

Plusnet is a fairly "vanilla" Internet connection and will be no different to your previous (large) ISP.

It is possible you had some sort of port forwarding set up on the old ISP's router (if so who set it up) but somehow I doubt it.

If it's a self install system and you can do this without having to reset all the sensors, then a "new install" might be worth a try. 

[#11]

Which port, on the Hub 2, is the Yale plugged in to ? 

[#12]

Tried ports 1, 2 and 3. Other systems (The Hive Heating) work in all 3.

[#13]

Ok, that's good.

You might try changing the DNS on the Hub 2.

Log in to the hub and navigate to the Advanced settings. On the DNS setting select the Auto tab to turn it off and a drop down list will appear into you can add your preferred DNS resolver IP addresses.

There's an example screen here https://community.plus.net/t5/My-Router/Plusnet-Hub-Two-with-Cloudflare-DNS/m-p/1925841#M35519 

I suggest trying 8.8.8.8 & 8.8.4.4 as the Primary and Seconday DNS respectively. 

Once you've changed that and clicked Save. Then unplug the Yale and reconnect it, that should ensure it gets the new DNS settings.

[#14]

@argalebush 

To go back to first principles. When you changed over to Plusnet did you unplug the alarm from the mains AND switch off the back up battery, leaving it in this condition for several minutes before switching it back on and connecting it to the Plusnet hub? If not then try that.

[#15]

Thanks i tried changing the DNS settings, however, yale hub still is not connecting at all to the router. Still nothing showing as connected to any ports etc?