Immediately after registering with MYHS - Access is denied - solved!

[connexion]

Registered new system with with MYHS today using license ID and license password. Tried to access a device directly on my HomeTroller plus system and access was denied. Tried to log in on another computer with web interface and access is also denied to all device settings.

[connexion]

OK I received a response from support and the problem is solved

[Al Ludwick]

What was the fix? Similar issue here. Was working with admin access until I registered with MYHS, then access denied error pop up when trying to do many of the options.

Thanks...al

[Rupp]

What was the fix? Similar issue here. Was working with admin access until I registered with MYHS, then access denied error pop up when trying to do many of the options.

Thanks...al

Shut down HS4 by closing the HomeSeer HS4 program windows. Once it is closed, navigate to the HomeSeer HS4 program folder and open the Config folder, the default file path is C:\Program Files (x86)\HomeSeer HS4\Config.
From here, delete the users.cfg file. If you have file extensions hidden, this will appear as just "users".
Next, restart HS4. You will now be able to log in with the username and password "default".
Navigate to Setup, then the Users tab and add an account with your MyHS credentials and give it Admin and Local access, and you should be all set!

[Al Ludwick]

How do I locate this folder:

From above: navigate to the HomeSeer HS4 program folder and open the Config folder, the default file path is C:\Program Files (x86)\HomeSeer HS4\Config.

I don't see the "HomeSeer HS4" folder in my PC C: drive ( C:\Program Files (x86) directory. The "HomeSeer HS4" folder does not exist. In the HELP DESK report is says my configuration file is "In Virtual Machine." See copy below.

How do I access this virtual machine?

I'm using a HomeTroller hub. Are the instructions above for the hub access installation?

Also when I'm able to find and delete the users file and log back in are you saying the USERNAME is "default" and the PASSWORD is also "default"


HELP DESK
Date/time
4/27/2022 7:38:11 PM Eastern Daylight Time
Version
HS4 Standard Edition 4.2.7.0 (Windows)
License
Registered
License ID
6XXXXXXXX (I XXed out the actual ID number...al )
MyHS Subscription
Basic
MyHS Subscription Backup Interval
No Backup
MyHS Subscription Max Cameras
1
Confguration File
C:\Program Files (x86)\HomeSeer HS4\Data\HomeSeerData.json
In Virtual Machine


...Al

[rmasonjr]

How do I locate this folder:

From above: navigate to the HomeSeer HS4 program folder and open the Config folder, the default file path is C:\Program Files (x86)\HomeSeer HS4\Config.

I don't see the "HomeSeer HS4" folder in my PC C: drive ( C:\Program Files (x86) directory. The "HomeSeer HS4" folder does not exist. In the HELP DESK report is says my configuration file is "In Virtual Machine." See copy below.

How do I access this virtual machine?

I'm using a HomeTroller hub. Are the instructions above for the hub access installation?

Also when I'm able to find and delete the users file and log back in are you saying the USERNAME is "default" and the PASSWORD is also "default"


HELP DESK
Date/time
4/27/2022 7:38:11 PM Eastern Daylight Time
Version
HS4 Standard Edition 4.2.7.0 (Windows)
License
Registered
License ID
6XXXXXXXX (I XXed out the actual ID number...al )
MyHS Subscription
Basic
MyHS Subscription Backup Interval
No Backup
MyHS Subscription Max Cameras
1
Confguration File
C:\Program Files (x86)\HomeSeer HS4\Data\HomeSeerData.json
In Virtual Machine


...Al

You'll need to check for this file on the HomeTroller Hub, not your PC.

[Al Ludwick]

How do you see/look for files on the hub? When I access the hub from it's IP address, the application to control it comes up. I don't see any files, etc.

[rmasonjr]

How do you see/look for files on the hub? When I access the hub from it's IP address, the application to control it comes up. I don't see any files, etc.

Attach a keyboard and mouse to the Hub, or see if you can remote desktop of VNC to the Hub.

[Al Ludwick]

Was able to use RDC (Remote desktop Connection) app to access the hub and perform the file delete. Recreated the users and working now...thanks for the help...Al

[x10pf]

Having a similar problem in HS3 after moving to a new PC (hard drive failure). Getting invalid username or password when attempting to access MyHS. Have tried resetting password multiple times. Name and password agrees with info in Setup. Have tried the Rupp instructions to no avail. Suggestions?

Current Date/Time: 6/22/2022 5:46:48 PM
HomeSeer Version: HS3 Standard Edition 3.0.0.548
Operating System: Microsoft Windows 7 Home Premium - Work Station
System Uptime: 0 Days 0 Hours 38 Minutes 1 Second
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
HomeSeer Version: HS3 Standard Edition 3.0.0.548
Operating System: Microsoft Windows 7 Home Premium - Work Station
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