TECH SUPPORT?

Community Playground General Discussions
1

I called tech support, and got connected to customer support, who can’t help me with my technical questions.

Time to box this thing up and send it back?

2

Questions:

  1. What is the difference between Eth1 and Eth2 port, they seem to act differently (cannot connect locally on Eth1)
  2. Why does the Eth2 port not flash/blink when a device is connected
  3. How do I upgrade to UI3 with Win7
  4. Why does the Vera unit switch from “Through another gateway on my network. Vera is a switch” to “Through a wi-fi access point. Vera is a bridge.” In the middle of the night (twice)

Complaints:

  1. Unit does not match the documentation (button labels)
  2. Advertisement on SmarthomesUSA.com states works with IP cameras
    Home Monitoring with Network Cameras
    Vera makes it easy to connect wireless or wired IP cameras to your system for safety and security. All you have to do is plug them in, and within 60 seconds, they will show up on your control panel. Vera is smart enough to turn lights on in front of a camera when you’re viewing it, too. You can view live video remotely, and Vera can archive your videos automatically at regular intervals or when sensors are tripped.
    Quick, Easy Setup
    Vera couldn’t be easier to set up. Just plug it in, and then from any web browser in the home, go to findvera.com. There’s no need to install any software. Vera includes videos that show you everything Vera can do and exactly how to do it.
  3. The documentation is horrible or worse. I have spent several days jumping from topic to topic in the Wiki pages, and to the support forum only to find it more and more complex. After downloading and reading how to program in Luup, and modify the root operating system in X-WRT I am now wondering what the payback will be.
3

I’m sorry that I can’t answer about the new Vera form factor as I have to old one. I do know that the IP cameras were very easy to setup (some may require some manual settings, but my Panasonic was automatic).

1?
2?
3 You should already have UI3 with the new Vera, but to upgrade firmware go to Advanced in the pop-out menu on the right andthen click the Firmware or downloads tab. Copy/paste the URL for the firmware into the field and click download. After you download it, you’ll want to click backup to save a copy on your PC before upgrading the firmware. You can find the firmware links in various places, but the central location is on the forum under official announcements.
4 You might submit a ticket for this, it can probably be resolved by support very quickly if you submit a ticket.

4

I am looking at firmware version 1.0.989, which I believe is UI2.
Since I don’t have UI3, I don’t have the pop out menu item you described.

5

in UI2 Click “Setup”, Then “Advanced”, then “Downloads”. Paste the firmware URL into the input box, click “Download” and follow the instructions.

6

Hi all,

Rick, I answered your request the moment I read the ticket. I hope you’re not so upset anymore with the technical support.

7

[quote=“Rick-OH, post:4, topic:165853”]I am looking at firmware version 1.0.989, which I believe is UI2.
Since I don’t have UI3, I don’t have the pop out menu item you described.[/quote]

Sorry Rick, I got a bit confused there myself. No pop-out menus in UI2.

Thanks mikeholczer…

8

I have it now thank you all… I misunderstood the procedure, I was lead to believe I needed to load the firmware via ftp or ssh. If my unit ever “bricks” I am screwed. Because I could not get it to link up.

Yes I am still unhappy with the product/company or maybe it is the path of follow through on concept.

I am excited about the concept, . . . I am looking forward to a completed consumer product.

I am not happy being a part of your profit. It is a cheap way of perfecting a device for consumer sales, to have a few (unpaid) users who are willing to test modify and develop drivers and modules to later be sold to the general consumer for a nice profit.
Most products I purchase have been tested, completed, and documented. I normally have to find the loop-holes or back doors to get it to do some advanced options not intended for consumer use. But not off the shelf.

With all of the advertisements I saw, this was supposed to be a simple device. Not true. Well, at least for me, it is not as straight forward.

OK, I am done complaining. I have decided to keep the product and hope for a better user interface.

Is it just my unit? Every time I plug a device into the Eth1 port (yes I know now it is the wrong one) the Vera unit loses the network information. If I am not the only one, this may be worth noting somewhere.