MYHS Service reporting "Homeseer is not running"

[knotpc]

Starting yesterday morning all services that use MYHS quit working for my server. This means that Alexa stopped, so all voice commands are now dead. IFTTT cannot access my system. The MYHS mobile app cannot access my system, it says No system exists for given login. The service was working when I went to bed AND nothing changed in my network. For trouble shooting I have rebooted the Windows 10 server, three times. I have rebooted my Ubiquity network, which has been online untouched for months. I have ran port scans on my network remotely verifying that required ports are open. I have cleared my browser cache on multiple servers.

When going to https://myhs.homeseer.com and entering my credentials followed by clicking on ACCESS SYSTEM I get "Homeseer Not Running". I then click on "MANAGE ACCOUNT" followed by "ACCESS SYSTEM". The UI for my system loads. From my work I can remote access my Homeseer system using any browser and the iPhone app HS3Touch can access my system using its public IP (DNS). From my work, Homeseer Mobile, MYHS and HS3Touch do not work where a MYHS login is required.

In Alexa I unlinked the Homeseer Skills and then attempted to relink the skills. I get the Homeseer login, enter my login and get an Auth Timeout. IFTTT is having the same exact issue.

I worked last night with Homeseer technical support for hours. The technician gave up and said the ticket was being moved to another technician, still waiting on a call or email for help.

I am stumped, as no changes were made to the server or my network. Events are working and the log shows that MYHS is successfully connecting.

Below are the setting from the tools-

Current Date/Time: 1/30/2020 7:47:56 AM
HomeSeer Version: HS3 Standard Edition 3.0.0.548
Operating System: Microsoft Windows 10 Pro - Work Station
System Uptime: 0 Days 1 Hour 24 Minutes 37 Seconds
IP Address: 10.0.5.63
Number of Devices: 144
Number of Events: 57
Available Threads: 799
HSTouch Enabled: True
Event Threads: 0
Event Trigger Eval Queue: 0
Event Trigger Priority Eval Queue: 0
Device Exec Queue: 0
HSTouch Event Queue: 0
Email Send Queue: 0
Anti Virus Installed: Windows Defender
In Virtual Machine: No MFG: dell inc.
Enabled Plug-Ins
3.0.30.0: BLLock
2.0.28.0: BLOccupied
2.0.31.0: BLRing
3.11.1229.18: HSBuddy
3.0.1.7: HSZigBee
3.0.0.13: MeiUnifi
1.2020.103.1460: MyQ
3.0.1.252: Z-Wave

I am hoping someone on the forum has some insight into this issue as right now, I am ready to flush my investment and start over with another solution.

Yes, I am frustrated.

[kjrun]

I am having the identical problem stated above by knotpc. Clearly something has changed with MYHS service.

[knotpc]

While waiting for Homeseer to get back with me, I performed more testing. First my Homeseer server logs show that I am connecting successfully to MYHS.



I performed a netstat -n from command line on my Homeseer server.



From this I see that 45.77.216.233 (Homeseer) is connected to my Homeseer server via port 10300.

My conclusion, is that MYHS is having an issue that was caused by a change made by Homeseer Tuesday Night. I am still waiting for Homeseer support to assist on this. Until then it's back to turning lights on and off using old fashioned switches.

[kjrun]

I upgraded to the Premium MYHS service in hopes that it would make difference. Regrettably it does not. Interestingly, the Manage Page reports my system is offline (it is not). Selecting the Access System button from this page allows access to my Homeseer Web page in the same way as the Manage Account in the Standard MYHS. Unfortunately, neither Alexa nor IFTTT are unable to communicate through MYHS.

[santoal]

I have exactly the same issue. All services using MYHS have stopped working... Alexa, HSTouch, etc. Very annoying.

I raised a ticket but heard nothing back. I re-registered my license and got the same message "System connected to MyHS Service successfully with license ID..." in the log.

Connecting directly via https://connected2.homeseer.com/ works. Connected22 does not which I think myhs is pointed to. It gives the error:
HTTP/1.1 200 OK Accept-Ranges: bytes Content-Length: 211 Cannot connect to system, might be offline.

Same thing as @knotpc... clicking "account" on the MYHS homepage then "Access System" works.

My guess, recent changes with HS4 has stuffed things up. NSlookup on myhs.homeseer.com returns:
Non-authoritative answer:
Name: myhs4.homeseer.com
Address: 45.76.31.131
Aliases: myhs.homeseer.com
myhs.trafficmanager.net

One would class this as a Critical bug. Interesting there is a lack of action. Worrying.

[Wade]

Has this been reported to HS support by phone and/or email?

[santoal]

Has this been reported to HS support by phone and/or email?

Yes... as stated above "I raised a ticket"

conversation number is: 72666

[zwolfpack]

connected22 is not currently the active server; connected33 is.

Does your system show up on find.homeseer.com ? I think the find.homeseer.com data may be involved when the MyHS connection redirects to the local IP when connecting from the local LAN.

You might want to try this script to monitor your connection: https://forums.homeseer.com/forum/ho...37#post1357237

My monitoring device has been stable since that post, last change 1/27 @10:33 AM PST.

[santoal]

myhs.homeseer.com for me is resolving to 45.76.31.131 (myhs4.homeseer.com)? Is this correct? Should it not go to 45.77.216.233 (connect33.homeseer.com)... no problem accessing this link.

My system shows up fine on find.homeseer.com using local IP.

[zwolfpack]

That is correct. myhs.homeseer.com is the login portal. Once you validate thru that, it redirects you to connected2, or if your local, directly to the local IP. It kind of sounds like this last part is what isn't working for you.

[santoal]

I managed to speak to Helpdesk. I change was recently made which caused an issue. Engineering applied a fix and all systems are working again.

[BRaymond]

I'm having the same problem and it still exists today. When I log into the web portal (myhs.homeseer.com) I am getting a message "HomeSeer is not runing." When I try to log in through the smartphone app, I get this message "No systems were found for the given credentials." I replaced my Hometroller SEL with a new on this week as the old one was causing errors. But now the IFTTT service also says "Service is offline."