"Cannot connect with remote access server"

Community Playground General Discussions
1

Upgrade to 939 failed and couldn’t get response to trouble ticket (#1284) which was submitted to technical support. Downgraded to 918 (which had been stable for weeks) and selected restore to factory default. Had to “reinstall” Schlage deadbolt and all devices seem to be working properly on my local network.

I selected Find Vera.com (accessing Vera on local network) to verify that remote access had been activated (since I did a factory reset of Vera). When I type in my username and Vera checks username availability, I get error message “Cannot connect with remote access server.”

If I bypass local access and go directly to the Find Vera.com service, I can sign in with my username and password. I have access to everything (settings, notifications, camera logs, etc) but “Control”. When I select “Control” I get “communication error with your Vera”.

Any suggestions on how to fix this problem? I submitted another trouble ticket (#1294) but not sure when (or if) I will get a response from technical support - they seem pretty busy.

My dongle is 2.78.

2

My account actually got locked on the server and had the same result. MCV did something to get it working again.

did u try disabling and trying a totally new user/pass?

3

Not sure I know how to “disable” my account. I did try using a different username and had same problem.

4

I had a similar situation and was able to reaccess after turning remote access off “save” then remote accesss back on “save”

5

pgrover516:

Are you referring to turning remote access on/off under technical support screen? Or is there some place else?

6

No, not tech support, go to “setup” then “findvera.com” press the button that says “disable” then save, then go to same button which will now say (I believe) “enable” press and save

7

Thanks, but there is no option on my screen to disable. Only choice is Activate and that choice gives me the error “Cannot connect with remote access server”. Maybe you have a different firmware - mine is 918.

8

Yes of course it either says activate or disable, so you have a different situation than I did, I am using ver 939

9

I seem to be having the same issue after updating to 939. did you get any resolution to this?

10

No resolution yet. I got e-mail from technical support yesterday but their instructions did not resolve problem. I hope they try again today!!

11

Update

Things are getting worse. Have second Vera in Florida which now has same problem - remote access with FindVera.com doesn’t work. That Vera has older firmware (1.0.616) and has been stable for months. It was reachable and controllable last week.

Something really bad is going on here.

12

Update

Problem resolved. Technical support said my FindVera.com service wasn’t enabled after the factory reset. Couldn’t enable FindVera.com service until I reconfigured how my Vera connected with their dns server. Technical support provided detail instructions (it took about 1 minute) for me to manually set my Vera’s IP to a static address by going into Advanced>Net&Wifi. My Vera is behind my DSL modem/router which assigns my Vera a static IP address on my network.

I reactivated FindVera.com service and remote access is now available using either my computer or iPhone.

13

[quote=“6hcAtl, post:12, topic:165092”]Update
Couldn’t enable FindVera.com service until I reconfigured how my Vera connected with their dns server. .[/quote]

Can you give some more detail on this portion?

14

kristinaw:

Go to Advanced->Net&Wifi

How can I connect to the Internet?
STATIC
IP. 192.xxx.x.xxx (my Vera’s IP address on my local network)
Subnet: 255.255.255.0
Gateway: 192.xxx.x.xxx (local IP address of my dsl modem/router)
DNS: 208.67.222.222 208.67.220.220

Firewall: No Firewall

Dhcp: off

After making these changes I was able to activate the FindVera.com service and all remote access options worked.

Hope this helps you.