Thema "Betreff: Controller unreachable" in Technische Probleme

Controller unreachable

simont — Tue, 22 Jul 2025 12:46:40 GMT

Hi,

from today my controller in a remote location is unreachable from the app (which I did not update). I cannot reach the remote location until a couple of weeks. This is the first time that this happens in over 2 years, and curiosly on the same day of the news about a compulsory security update by 12 august. Is there any issue server side? The controller is configured to not automatically update, since I do not want surprises given the remote installation. I can ping it through a VPN connection, but the app says it is unreachable. I already opened a ticket 1382483. Any further advice? Thanks

Betreff: Controller unreachable

simont — Tue, 22 Jul 2025 13:02:42 GMT

Apparently the Controller it up and running since I can access it through the local API and VPN, but the app still can not find it.

Responde from query:

"apiVersions": [

"3.14"

"softwareUpdateState": {

"@type": "softwareUpdateState",

"swUpdateState": "NO_UPDATE_AVAILABLE",

"swUpdateLastResult": "UPDATE_SUCCESS",

"swUpdateAvailableVersion": "",

"swInstalledVersion": "10.24.4224-2178",

"swActivationDate": {

"@type": "softwareActivationDate",

"timeout": 604800000

"automaticUpdatesEnabled": false

Betreff: Controller unreachable

AxlRose — Tue, 22 Jul 2025 14:39:22 GMT

Your software version 10.24.xxx ist out of date. The current version is 10.29.xxx

You could write a pm to @Sam or @SmartHomeGuru including your mac address.

They should be able to force your controller to update to the current version.

Betreff: Controller unreachable

simont — Tue, 22 Jul 2025 14:42:20 GMT

I know, I avoid updating remotely on purpose, to avoid any disruption, given the long hitory of update issues that required manual reboot. I will update in about two weeks, when I will be there. In the meantime, I expect that the system will continue to work correctly, as, according to Bosch today communication, the major certificate issue would affect systems from the 17 August.

Betreff: Controller unreachable

SmartHomeGuru — Tue, 22 Jul 2025 14:51:39 GMT

Hi @simont, please note that the controller must be online briefly at least once every two years to update the root certificate, otherwise you will inevitably lose access via the app. Please read our notes here (only in German): https://community.bosch-smarthome.com/t5/smart-home-news/unsere-richtigstellung-zur-cloud-nutzung-unserer-smart-home-controller/ba-p/91780

The certificate that expires on 17 August 2025 is another certificate in the chain and is not responsible for your current problem.

Best regards
SmartHomeGuru

Betreff: Controller unreachable

simont — Tue, 22 Jul 2025 14:55:42 GMT

The system is always online, remote access is always ON, only automatic update is off, but it was updated last time during Christmas holidays, which is much less then 2 year....what is the problem then??

Betreff: Controller unreachable

SmartHomeGuru — Tue, 22 Jul 2025 15:07:09 GMT

Hi @simont , I checked your MAC address and your controller has not connected to our update server for over 6 months (no polling). This means that it has not performed any certificate updates or any other updates. From our perspective, your controller is completely offline and not just the automatic updates are disabled.

Info: The controller does not perform the certificate update every day (but checks every day), only a certain period of time before expiry. If the controller is offline for too long, as is probably the case with you, you have missed this period and the root certificate has expired.

Best regards
SmartHomeGuru

Betreff: Controller unreachable

simont — Tue, 22 Jul 2025 15:37:24 GMT

It is true that the last update was 7 months ago.

However it is NOT true that the controller is offline since then. I've connected to it yesterday, and several times per day in the last two weeks, using your app from remote, so using your cloud. If the root certificate is expired this means that is was NOT checked daily.

Nevertheless, which is the solution now?

Betreff: Controller unreachable

SmartHomeGuru — Tue, 22 Jul 2025 15:52:28 GMT

Hi @simont , as mentioned, the controller is offline from the update-server's perspective since 6 months. This is often due to the router and its settings, which prevent the controller from establishing a connection to our update server and cause it to be blocked. In cases such as yours, we usually recommend restarting the router and controller.

Note: Our update servers can still be accessed even with expired root certificates.

Best regards
SmartHomeGuru

Betreff: Controller unreachable

simont — Tue, 22 Jul 2025 15:55:29 GMT

I can restart the router manually from remote, but need to be there to restart the controller. How can then trigger the update since I cannot access from the app?

Betreff: Controller unreachable

simont — Tue, 22 Jul 2025 15:59:47 GMT

As a further note, all route from controller to outside are open, which is confirmed by the fact that I could connect using the cloud till yesterday. How can only be the update server unreachable?

Betreff: Controller unreachable

simont — Tue, 22 Jul 2025 16:15:26 GMT

Just restarted the router. In few minutes the controller made about 50kB of traffic in and 50kB out through HTTPS, and other 30kB per direction in another minute, so it is communicating with something

Betreff: Controller unreachable

AxlRose — Tue, 22 Jul 2025 16:23:07 GMT

One of the new features of the prevoius release is a restart of the controller from the app.

Maybe you should update from time to time 😉

Betreff: Controller unreachable

simont — Tue, 22 Jul 2025 16:28:38 GMT

11kB packet transferred from the controller to ec2-35-159-76-129.eu-central-1.compute.amazonaws.com/

on port 443 every about 1 minute.

Sounds like a cloud server, doesn't it?

Betreff: Controller unreachable

simont — Tue, 22 Jul 2025 17:20:35 GMT

I already explained why I do not update while not present. I update whenever possible. Moreover how could I restart through the app, if the app cannot reach the controller? So your comment is out of place.

Betreff: Controller unreachable

AxlRose — Wed, 23 Jul 2025 05:59:24 GMT

Which version of the App do you use? Also 10.24.xx?

Betreff: Controller unreachable

simont — Wed, 23 Jul 2025 06:07:42 GMT

Unfortunately I cannot tell, since once the app fails to connect it's not possible to check anything, and in iOS there is no way to tell the current version. However it was the corresponding version, since it is known that if you update the app before the controller then you loose control, so I avoid app update as well

Betreff: Controller unreachable

simont — Wed, 23 Jul 2025 06:27:03 GMT

@SmartHomeGuru any comment about this periodic traffic to an Amazon cloud server located in EU? I suppose it is yours.

From yesterday evening reboot of the router a total of 5MB in and 5MB out has been exchanged by the controller with two servers, ec2-3-75-46-97.eu-central-1.compute.amazonaws.com:443, and http://ec2-35-159-76-129.eu-central-1.compute.amazonaws.com:443. Packets of about 10kB are transferred every about 1 min, this seems to be a polling or an heartbeat.

Betreff: Controller unreachable

SmartHomeGuru — Wed, 23 Jul 2025 06:44:37 GMT

Hi @simont , these are not our update or certificate renewal servers. We cannot tell you exactly why these servers can no longer be reached in your case and with your setup since 6 months. To do so, we would need at least a system log, which in your case (without App) can only be uploaded locally by pressing a button on the back of the controller.

best regards

SmartHomeGuru

Betreff: Controller unreachable

simont — Wed, 23 Jul 2025 06:56:11 GMT

So are you saying that the controller is communicating with someone else? Are you serious? This is a severe security flow!

Please also tell me exactly what I have to do when I will be on place. Restart the controller? Reset the controller? When I have to press which button on the controller? Please post link to relevant documentation. Also, since I have access through local API, is there anything I can do to help you debugging?