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Zipato support center Topic Problem General

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Category General

Tags Zipatile, control center

Displayed Zipatile devices differs from Control Center

Robert Hercz shared this problem ago

Known

I just noticed something strange:

As I was messing around with virtual sensors, I couldn't figure out why I couldn't get them to display on the Zipatile, and suddenly discovered that Zipatile has an extra Virtual Weather Station which no longer exist in the Control Center: I had deleted it several weeks ago.

Also, I simply could not get Zipatile to display the new virtual devices I have added and which display properly in the Control Center.

To make it even stranger: The virtual devices do display properly in te Zipato app on my Android phone, and the extra Virtual weather station is not there. (Yes, I have rebooted, refreshed, updated etc the Zipatile).

The same problem 0

Replies (10)

Roland K ●

Robert,

I am afraid you are having the same issue that I have for weeks. Until now only me and one other user had this issue according to Zipato, I have a ticket open and Zipato is working hard to try to find the root cause and a solution. It appears to be a nasty issue. I suggest you also raise a ticket so the support team is aware there now is a third user with this issue.

Regards

Roland

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Guenter Lepenat ●

You are not alone.

I have had the same problem.

Devices on Zipatile were different than on Iphone or Android Tablet.

After resetting the Ziapto app on Zipatile all devices were gone.

After Zipato support reseted my passwort in their database, I logged in with the new password, changed it back and Zipatile listed all my devices after sync an refresh.

It was Dominik from support who helps me.

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Roland K ●

They have done that with me as well and indeed my devices were back. But, any change, so for example means change or adding or deleting devices is not reflected.

As a result the issue is still open for me.

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Roland K ●

means change = name change

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Raffael Schnell ●

Similar here. Seems I've lost a device (at least in web control center, the rules(very bad - are invalid now) and in the andorid mobile app), on the Zipatile app that is anyhow notoriously out of syn I still see the device. Also this morning my Zipatile App was mirrored????

Useability tends to zero - I have opened a ticket and hope the poor support guys can solve it quickly.

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Roland K ●

Raffael, what do you mean with "my zipatile app was mirrored" ?

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Raffael Schnell ●

The display content of the app on Zipatile was mirrored.

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Andrew Rodda ●

Hi, had the same problem a several weeks ago, don't think they believed me when I first raised a ticket.

Same issue, Zipatile did not reflect the changes made, but these were shown on the IOS devices and worked (even when devices were added on the Zipatile itself rather than the webapp). Also, the changes did show on the Zipatile in the Device Manager, but not in the Device browser on the Zipatile.

The system did function as needed from the IOS device.

Initially they suggeted a database issue, when they tried to fix this the system then stopped working completely and I had to revert to a manual system!

Ended up resetting the whole system and building (which Zipato did remotely) and then master reset on the z-wave network and reincluding the devices.

Took 3 days working with Vedran, who was very helpful and stayed late to help resolve.

System now seems to be more stable than before, with (what appears to be) better range on the network and less dropouts of devices.

Only issue I have now is the the routing devices are not working as routing slave, but the better range has made that issue not a problem, but hopefully will get that sorted soon also.

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Roland K ●

Andrew,

Thanks for the clear write-up. And yes I have exactly the same issues here. And also for me Vedran T is helping greatly. Only difference between you and me is that you had it resolved and I still have the issue. Just to be sure: since the last action you see changes, albeit name changes or device additions/removals in the devcice browser (so the Zipato app) on the Zipatile ?

Roland

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Andrew Rodda ●

Roland,

Yes, mine is now updating and the changes can be seen on the device browser on the Zipatile (Zipato app)

Andrew

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Vedran Brundić ●

Guys,

Temporary solution for this issue is to change your account password from the webUI and log out / log in on the Zipatile with the new password. We are aware of this issue and team is working on a solution for it.

Best regards,

Vedran

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Robert Hercz ●

Vedran,

Your prescription seemed to work for me: I clicked "forgot password" in WebUI (Control Center login), changed password, logged in with new password. Went to Zipatile, logged out user, logged back in with the new password. Zipatile now seems to be working normally.

Thanks

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Roland K ●

Temp solution indeed works for me as well. There is a but: it only works once.

When you change something again in the webui for example the name of a device, this is not reflected in the app on the Zipatile. Just changing the pw again it does reflect ot after logoff and logon. Looking forward to the defnite fix for this.

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Raffael Schnell ●

What is with the Support? I've opened a ticket 3 days ago and got a response that my Zipatile server connection was reseted and that I should reboot, sync and refresh. Still it didn't work and since then I'm waiting for a reply, all my attempts to contact support failed. This is inacceptable and insulting for a customer waiting for another Zipatile problem to be solved.

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Guenter Lepenat ●

Hi.

You have to reply in Support Portal.

If you answer the mail, it will not be sorted to your ticket.

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Roland K ●

I will also ask for an update in my ticket and let you know.....

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Raffael Schnell ●

thanks for the tip. I will do so. Nevertheless Zipato could have told me that as well, instead of letting me wait.

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Andrew Rodda ●

Strange I usually just reply to the email and I have found they do respond, not necessarilly quickly and many need a couple of prompts, but the replies have ended up in my portal as part of the converstation.

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Guenter Lepenat ●

Hmm, 2 of my tickets were closed du to inactivity when I replied by mail.

When I use the ticket System, they answered very quick.

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Andrew Rodda ●

I had tickets closed also, but when I asked why they were closed they told me that somebody else was dealing with the ticket and they closed it as only one of their team could be be handling the ticket.

Seemed strange to me as if the ticket was being handled by another person they shouldn't send a closure to a ticket as they were still working on it. Surely if that is the case they should able to log out of the ticket leaving it open!

Gives mixed messages in my opinion and causes frustration as you think it will not be dealt with.

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Guenter Lepenat ●

This was the content of the closing mail, and my reply by mail didn´t reached the ticket.

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Dear Customer,

We have closed this Ticket due to the inactivity.

If you have the same issue or the problem is not solved please reopen this Ticket by referring to its ID Number.

If you have another issue/problem which is unrelated to this one, please open a new ticket at our support pages.

Best regards,

Zipato Team

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Raffael Schnell ●

I've now opened the ticket. All my email replys with the follow-up request were put in there by Zipato. But there was no reply. To me it looks that the problems with the systems are getting out of their control and they struggle keeping-up with all the mess.

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Branislav Vranesevic ●

Raffael,

It's nice to hear our customers care about Zipato and Zipato's Support Department employees, but you shouldn't make wrong presumptions and share it with the community. I'm happy to inform you that things are under control and that we don't struggle or choke in mess.

First of all, Zipato is a home automation, SW development company, and has it's bugs like all other companies which are producing SW. The end user can experience issues which can be caused by himself, Zipato, device manufacturer or protocol flaw, so it's not correct to consider Zipato responsible for all trouble which you experience in all circumstances.

Yours, and any other customer's ticket, is important to us and we do our best to help you and resolve it as soon as possible, but different tickets have different priorities, and sometimes it takes time to fix something.

Second, this thread is about displayed Zipatile devices and not about Zipato's Support speed of resolving tickets, so please let's stick to it.

Thank you,

Branislav

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Roland K ●

As promised in this thread I have requested an update on my ticket and like always I almost got an immediate response from Vedran T from support. The good news is that the root cause now has been found and we all know that sometimes can be extremely hard to get to. It is with the development team to build a fix and it just needs some more time. For me the workaround of changing the pw works perfectly and it is not that much of a issue to go through that cycle a couple of times until there is a fix built, tested and ready.

And Branislav, for sure from my end I can confirm that my tickets always are being taken seriously by Zipato, which I much appreciate.

Roland

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