Yale alarm hub 3.0 not connecting to Sky hub via Ethernet cable

[Benjy2300]

I've have a Yale alarm hub 3.0 which I set up with my old BT router a few years ago, no issues then and I had full use of the app. It's connected via an Ethernet cable.

I switched to Sky and the Yake hub just hasn't taken to to it. I've tried different cables, different ports, switching both the Sky and Yale hub off and on at the same time but no joy. Sky hub model SR203. Sky Ethernet port shows yellow and green lights on, like all the other ports with working Ethernet cables plugged in.

The Yale app shows the alarm in a state of arm (seperate keypad works still so can turn it off/on via that) but can't access any network setting in the app. Because it worked via the keypad I just left it. But now the Yale hub is beeping every 30 seconds which suggests an issue somewhere. So I thought it's best to finally try and resolve the connectivity issue with the Sky hub.

I suspect it's something deep in the Sky settings, anyone else had the same issue and resolved it? Any other suggestions greatly welcome 🙏 

[GD1]

@Benjy2300  Have you tried turning off broadband shield?

[Benjy2300]

Thanks for replying. I've just tried that, fully disabled it.

First I unplugged the Ethernet cable for 30 seconds and reconnected, didn't work.

secondly I turned both the Sky Hub and Yale alarm hub off via pulling the power cables out. Gave it 30 seconds and reconnected both. Sky hub has 4 green lights showing its working fine but still nothing on the Yale hub. No green light on the top, can't access it via the app.

[GD1]

@Benjy2300  If you can just to rule it out can you try a different ethernet cable?

[JimM1]

@Benjy2300 You may wish to go look on the yale site, yale hub will need a full reset before reconnecting it onto the sky hub and setting it all up again.

[Benjy2300]

I've tried 3 different types and none work unfortunately. I was hoping that would be the simple fix.

[JimM1]

@Benjy2300 You need to call yale, see what the say, but 9 to 12 only on a saturday.

[Benjy2300 · Accepted solution]

So having done some more digging I noticed that doing a full rest meant turning the hub on and off with the little switch covered by the white rubber bung. I did that, disconnected powered to the Sky hub and Yale hub. Still didn't work but then I disconnected and reconnected the Ethernet cable and a green light illuminated on the network symbol on top of the hub. All appears to be working. 

Thank you all for your suggestions 👍

[JimM1]

@Benjy2300 No problem, was not assured what was the correct way for the reset so did not want to mislead you on that fact. Good you posted back and others can reference against it in the future. Have a good one.👍

[Andyb205]

I have a similar issue with the Yale Hub- After the reset it seems to work for a day , then the hub drops out again. Yale state that ports 5222 and 8765 need to be open on the router - how do I check / change this? 

[JimM1]

@Andyb205 What hub do you have from sky!

[Andyb205]

Good afternoon Jim. Thanks for the reply - I have a sky hub model SR203

[JimM1]

@Andyb205 There are a few versions of the yale equipment, but this quick link from the Tips above will get you to the area, if the uPnP is enabled in you SR203 and the yale or the yale app are all working correct and also the sky uPnP is being nice and playing well with everything, YOU should expect to see the information correct in the port fwd tables, so take a look at that first.

Make sure that you have ALL off the correct info required from Yale regarding what they expect the port forwarding to be...

Port forwarding with Sky Broadband

[Andyb205]

Thank you very much for the info- I will have a play tomorrow and report back!