Smartlink not working - required a full factory reset to fix.

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  • Updated 1 year ago
  • (Edited)

Hi

Had smartlink setup and working since introduction. While away on holiday smartlink stopped connecting. The radio showed up in the discovering window but selecting it caused the iOS app to crash or with my son using SSDR for windows from a separate location an error message came up.

I assumed that on my return removing power from the flex would cure the problem and a remote mains plug went on the shopping list. This didn't work and a full factory reset was required. (OK button held and power button then count down timer etc)

The following were tried before the factory reset.

1 - power removal reset

2 - Reset router

3 - Tried different router

4 - Manual port forwarding setup (UPnP normaly used)

5 - The smartlink test also failed when I was able to perform it after I had returned home.

As I don't believe a full factory reset cannot be performed while remote this one needs understanding / fixing or the ability to perform a factory reset by remote needs implementing.(Bit like remote on ?)

Anybody else experienced this?

Can a full factory reset be performed remote?

Flex / Tim - is this a known problem?

Thanks!

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Andy M5ZAP

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Posted 1 year ago

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Mike - VE3CKO, Elmer

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or, it could be when you tested initially, your internet connection was having issues and during the time you did the factory reset, the neighbor stopped watching porno, or your isp fixed an issue. Just saying there may be a possibility it may not be related at all to the full factory reset you did.
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Andy M5ZAP

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Terribly sorry for daring to suggest there may be an issue. Mike your reply trying to belittle me was not really a very helpful post. I tested it multiple times along with my son then extremely methodically tested various things on my return over a period of a couple of days. On performing a full factory reset it instantly worked. Could be a coincidence but unlikely.
(Edited)
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Mike - VE3CKO, Elmer

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Was not at all trying to belittle or insult you at all Andy. Sorry you took it that way. Just my experience of diagnosing problems is that sometimes it's more obvious than we think. My training is to look at all possibilities In your case doing a factory reset seemed to fix the problem, perhaps it was a corrupt database that affected SmartLink performance. I've experienced that and a factory reset fixed it of course. 
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KY6LA - Howard, Elmer

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Andy

As one who is Remote much of the time a Remote FULL factory reset would be a very desirable feature.

Currently can do a hard and soft remote shutdown /reset but not Full
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Andy M5ZAP

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When selecting radio visible in discovering window this was the error message from SSDR for windows. iOS just crashed to home screen.

If there was a port / comms issue would the radio appear in discovering panel. Switching radio remotely on or off made it show or not show in the radio selection panel.

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Andy M5ZAP

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Thanks for reply,

Question from my previous post.

Is this a known problem?

I know this still could of been a network / IP issue but the only item a full factory reset clears that could of had an affect as far as I can see is the smartlink configuration this was a simple setup that had worked OK until the event described.

If there is a failure mode (Any failure mode not just issue I have had) that requires a full factory reset then the system is not robust for remote operation as there is no way this can be performed.
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KY6LA - Howard, Elmer

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@Andy

During alpha testing I installed dozens of different software versions remotely. I usually did a remote power reset and did not have any issues

The only time I needed to do FULL Factory reset was when I downgraded from V2 to V1 in order to test the upgrade path from V1.10 to Release Candidate V2.0. The Full Factory Reset was needed to clear out SmartLink.

There have been a very limited number of cases reported here where some radio's have experienced database corruption that were fixed by Full Factory Resets. However this is very rare and in my experience as an Alpha tester, I have never experienced such a case

I might note that I have been running Flex remotely since 2011 with a great deal of succcess from 28 different countries so far. When running remotely there are just so many other components that can fail as a single point of failure that a Flex radio needing a Full Factory Reset is a very low priority item.

I might note that I now have added remote PTT so I can also remotely change SmartLink
(Edited)
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Tim - W4TME, Customer Experience Manager

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Andy, the behavior you have described is not a known issue.

There are occasions where the radio gets into a state where doing a factory reset is the "quick and dirty" way of resolving the issue.  This is not the recommended course of action to resolve a problem.

In general, these are issues that have to do with settings in profiles, either manually changed or initiated by the use of third-party programs that can change the state of the radio.  In these cases, the user generally has no idea what actual change precipitated the anomalous behavior so it can't easily be reverted. In these situations, a reset is done to expedite correcting the situation.

Also, there are situations where band persistence can lead to unexpected behavior and its database needs to be reset, which can only be done through a factory reset process.

And yes, there have been instances in the past where a software bug required a factory reset to correct it.  In these cases, a defined and reproducible set of steps was provided that allowed us to find root cause and fix the problem.

In a vast majority of cases where an issue occurred and a factory reset was used to correct the issue, we are not provided any information that can be used to determine root cause and as a result of the factory reset has occurred, all forensic data that could be used to triage the problem is destroyed.  This puts everyone in a disadvantage because we can't fix what we don't know is broken.
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Andy M5ZAP

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OK Thanks,

In the unlikely event it occurs again, I will post before performing a full reset.

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Tim - W4TME, Customer Experience Manager

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Ideally, you should submit a HelpDesk support ticket so we have a complete transactional history of the incident.