I’ve tried just about anything, but the Setup Wizard refuses to find the Veraplus controller on the network. Even if I enter the serial number and the MAC address manually, it just doesn’t find it or says “Incorrect Controller Information”. What I’ve tried:
Launched wizard on OSX and Windows 10. No difference.
Tried all kinds of browsers. No difference.
Tried controller and PC on a separate, plain vanilla router. No difference.
Tried to SSH into the controller. Works, no issues at all. But doesn’t help with the setup
Here’s a link to screen recording I made: [url=https://youtu.be/R8soe5pM3eM]- YouTube
Thank you for your suggestion but I’m not sure I fully understand it. DHCP is running on the router as all devices have been awarder an IP address… What specifically could be wrong concerning DHCP?
In my case, the DHCP was desactivated and I had the same message about the controller information error. Activating DHCP solved the problem and the installation works fine.
Thank you for your suggestions. However, something in the Veraplus seems to be the issue. A responsive and helpful support person from Vera is assisting and I have given him SSH access to the controller from the outside as all regular remote access seemed to be failing as well. If anything worthwhile mentioning happens, I’ll report back. I did check to see that at least one of the script files was failing (some value assignments to variables didn’t seem to work), but who knows if that was a source or a symptom.
I contacted support through the website and they responded promptly. This might change if this turns out to be a very common issue. Anyhow, I advise the following:
Find your Veraplus internal IP address. Look on the DHCP list on your router for the MAC address that is printed on the bottom of your Veraplus.
Forward port 22 on your router to the internal IP adress of your Veraplus so any SSH request from the outside world ends up in your Veraplus
Send a support request to Veraplus, stating your external IP address (if you don’t know what that is, visit whatsmyip.org and it will show it), serial number, printed MAC address and wifi password. This wifi password is actually also the root password of the device. My support contact said he didn’t need the password (?) but I sent it anyway…
Let support work their magic. It would be helpful if they would post instructions to do this yourself but from watching the processes taking place on the Veraplus while support was working on it, a lot of stuff was happening. Perhaps too much to do yourself.
[quote=“finalcut62”]I contacted support through the website and they responded promptly. This might change if this turns out to be a very common issue. Anyhow, I advise the following:
Find your Veraplus internal IP address. Look on the DHCP list on your router for the MAC address that is printed on the bottom of your Veraplus.
Forward port 22 on your router to the internal IP adress of your Veraplus so any SSH request from the outside world ends up in your Veraplus
Send a support request to Veraplus, stating your external IP address (if you don’t know what that is, visit whatsmyip.org and it will show it), serial number, printed MAC address and wifi password. This wifi password is actually also the root password of the device. My support contact said he didn’t need the password (?) but I sent it anyway…
Let support work their magic. It would be helpful if they would post instructions to do this yourself but from watching the processes taking place on the Veraplus while support was working on it, a lot of stuff was happening. Perhaps too much to do yourself.
Hope this helps![/quote]
Thank you. On the phone with them now. Not making progress.
I was having trouble setting up using Chrome in Windows 10. After trying the usual plug/unplug the controller, make sure the network cable was working, I tried IE (not Edge) and worked like a charm. I’m not saying this is everyone’s problem but did have me stuck for a few minutes.
For those having the same issue and who need to find the IP address of their Veraplus, go to a terminal or command screen and enter:
arp -a | grep E0 | grep -Eo '[0-9]{1,3}\.[0-9]{1,3}\.[0-9]{1,3}\.[0-9]{1,3}'
This will produce the IP addresses of devices with a MAC address that starts with E0 (that’s what the MAC address of my Vera started with). I needed to use this method as the Vera does not have a recognisable name in the network.
I have the same problem, “controller not found on network” running from home.getvera.com but i have no problems logging in to it throug my LAN. Opened a case with support through email yesterday but still no answer.
[quote=“finalcut62, post:16, topic:191084”]For those having the same issue and who need to find the IP address of their Veraplus, go to a terminal or command screen and enter:
arp -a | grep E0 | grep -Eo '[0-9]{1,3}\.[0-9]{1,3}\.[0-9]{1,3}\.[0-9]{1,3}'
This will produce the IP addresses of devices with a MAC address that starts with E0 (that’s what the MAC address of my Vera started with). I needed to use this method as the Vera does not have a recognisable name in the network.[/quote]While this is a nice idea, it can’t work if your computer has never spoken with Vera. If there has yet to be any communication between your host and Vera, then Vera’s MAC will not appear in the arp cache.
I think a better option will be to look for the MAC address on the router. Most consumer routers will list somewhere, the DHCP leases that it has issued along with the client’s MAC address, or a portion there of. You should look there for MAC addresses beginning with 00:eo You can find Vera’s full MAC address on the label under your Vera.
If anyone is having an issue connecting their VeraPlus or any other issue that requires Customer Care; please email support@getvera.com and CC me, marc@getvera.com so I can escalate the ticket for you.