Wiser hub no connectivity for long periods

[Darcey]

Hi.

I have had wiser for about 18 months. I have endeavoured to optimise my wifi network, with the hub in mind.

I have suffered connectivity problems which improved somewhat with the firmware changes to the network stack.

However, more recently I see prolonged outages (6+ hours versus the previous fixed 2hr), where the hub LED is lit solid red and the hub is unreachable over the local network.

If I change the accesspoint's WIFI channel, I see the hub reconnect immediately, along with the other 2.4ghz devices. I can see the dhcp request from the hub and the dhcp offer from the router, but no dhcp response from the hub. Just continuous ARP and DHCP discover/offer traffic. If I drop the wifi network, the hub LED immediately begins flashing red, as one would expect.

I ping monitor the hub, so have a fairly good record of when and how long the hub is unreachable. Recently, these offline events have lasted *much* longer than before.

When it is up, network & wifi connectivity look OK from AP and hub perspectives.

Any ideas appreciated!

[Maude.wiser. · Accepted solution]

Hello,

How are you doing ? I would suggest you to contact our technical support: 0333 6000 622 or support@schneider-electric.zendesk.com

I'll reach out to them at the same time!

Thanks in advance, 🙂

[Darcey]

I made some changes and waited a while before reporting back. My experience had been that the hub worked relatively well for days at a time, then I'd hit a prolonged period of no connection.

I have moved the hub and other IoT devices to a dedicated 2.4g channel. I believe the issue stemmed from the hub sharing a channel (though different SSID) with a roku device.

It seems the hidden SSID, broadcast by roku streaming sticks, has caused problems with other wifi devices. Though in my case nothing was affected to the degree the wiser hub has been.

The hub is still occassionally unreachable, but only for very brief periods. The channel it is on now is a lower strength and worst SNR but the hub behaves better.

I have also altered the ping monitor to probe the hub less aggressively.

I notice the hub often resets (WDT_RST and SOFT_RST) and rarely achieves uptimes in excess of 24 hours.

But fingers crossed, as long as it works!

[Darcey]

@Maude.wiser. Can you comment on the frequency and type of resets on the hub?

Mine resets frequently (WDT_RST or SOFT_RST). What's considered 'normal'?

[NickSee]

I wish that Wiser Schneider would start engaging with the more technically minded of its customers. No reply on here to Darcey's reasonable question.  Similarly, as I am driven mad by one particular Wiser extender and valve I rang the help desk to ask for information about which zigbee channels are in use on my installation.  What I got, a day later, was a support response essentially telling me to change various batteries in various valves and no response to the question asked.