Desperately Requesting Assistance: Honeywell Redlink Internet Gateway [Happening Again]

[mfish]

I actually have a tp link wireless extender in the house already. should have thought of this sooner. The extender has an ethernet port on it. So I just plugged the RIG in there and its working fine - plug and play. No fiddling. I was almost at the point of dropping a decent chunk on a new router. So for anyone else reading this - using / buying an inexpensive wireless extender with an ethernet port will do the. trick. In my case, plugging the RIG in a switch connected to the router didn't help.

 

[ColinTaylor]

Thanks for the update. Out of interest which model TP-Link do you have? When I was researching them in the past I discovered some of them did MAC address translation (proxy mode) and others didn't.

 

[mfish]

Whoops. Its actually a Netgear extender. Shows what I know!

Its a Netgear EX3700. Its a bit older so there might be new options that are better for a similar price point. Exhttps://www.netgear.com/home/wifi/range-extenders/ex3700/

Not sure if it does MAC address translation. But it works fine for my purposes and I never had any issues with it.

 

[sch9171]

I know this is an ancient thread, but I just happened across it because I'm having very similar problems with my Redlink Internet Gateway, and I'm wondering if any of the folks who participated in this thread have learned additional info about the root technical cause of this problem. I actually don't have any Asus network gear (my network is all Ubiquiti), but this is the only thread I've found on the Internet discussing this specific problem...

I was about to buy a replacement gateway, but based on this thread, it sounds like that won't help (it seemed like a weird manifestation of a hardware problem anyway, but it's really strange that this issue just developed after the device was working fine for two plus years). So thanks for saving me some money...

 

[sch9171]

Alright, clearly my Googling was insufficient, because after tweaking my search terms based on the discussions here, I've found lots of other posts about it. Anyway, still would love to hear if anyone has new data or hypotheses.

 

[omwtfym]

Hello,

I am desperately in need of help. A device on my network, a Honeywell Redlink Internet Gateway, which provides internet access to a thermostat that does not have Wireless capabilities, can no longer access the internet.

Honeywell Redlink Internet Gateway: https://www.resideo.com/us/en/pro/p...ethernet-cable-and-power-cord-thm6000r7001-u/

Background:

About a month ago when I went on the app that I use to control the thermostat from my phone, the app reported that is lost communication to the internet. So I looked at the gateway and the internet light was amber. I power-cycled the gateway and all was well. A couple weeks later, same issue. Again, power-cycled. It got to the point where I was power cycling this weekly. Then it got to the point it was losing internet connection within an hour. At that point, I knew something was wrong.

When I say I have extensively troubleshooted this with the manufacturer of the device, I mean it. 2 hours with both a chat agent and a phone call with Resideo. Both conversations end with the issue being on my end and beyond their scope of support.

The gateway acquires an IP address from the router successfully, but when it tries to ping or connect to the servers, it cannot do it. This is a description of the Internet LED status:

• Solid Red: No Ethernet Connection (cable disconnected or Ethernet connection error)
• Solid Amber: Ethernet Connection Detected (cable connected and Gateway is retrieving the IP address)
• Blinking Amber: Acquiring DHCP
• Blinking Green: Data Exchange with TCC
• Solid Green: Normal, Connected to TCC

What I am observing:

1. Solid Amber
2. Blinking Amber
3. Blinking Green (Indeterminate amount of time)

My network consists of the following:

• RT-AC86U (AiMesh Router)
• RT-AC88U (AiMesh Node)

I have a range of devices connected, such as phones, tablets, computers, smart plugs, even a wireless heating-oil gauge, all having zero issues. However this gateway, will not connect.

Steps I have performed:

• Connected device to an ethernet switch (on a different port on the router)
• Replaced device with a new device including components (Ethernet cable and power adapter)
• Factory reset RT-AC86U
• DMZ'd IP address of device
• Disabled Firewall on RT-AC86U
• Allowed ICMP pings on RT-AC86U

I have tried everything I could think of. I even asked a technician that installed the thermostat and gateway device to come out and have a look. He ended up replacing the gateway with one from his truck. Same issue.

I was e-mailed a Networking technical document by Resideo, please see attached. The document says the following outgoing connections are supposed to take place:

Dataserver1.alarmnet.com 204.141.58.80 TCP Port 443/HTTPS
Dataserver2.alarmnet.com 204.141.58.81 TCP Port 443/HTTPS
Auiredir1.alarmnet.com 204.141.57.100 TCP Port 443/HTTPS
Auiredir2.alarmnet.com 204.141.57.101 TCP Port 443/HTTPS
Auiredir3.alarmnet.com 12.149.218.73 TCP Port 443/HTTPS

However, when I consult active connections on the RT-AC86U, I am seeing the following:

tcp 192.168.1.134:64556 199.62.84.152:443 TIME_WAIT
tcp 192.168.1.134:57564 199.62.84.152:443 TIME_WAIT
tcp 192.168.1.134:58961 199.62.84.153:443 TIME_WAIT
tcp 192.168.1.134:56266 199.62.84.151:443 TIME_WAIT
tcp 192.168.1.134:50712 199.62.84.151:443 TIME_WAIT
tcp 192.168.1.134:59584 199.62.84.153:443 TIME_WAIT
tcp 192.168.1.134:51718 199.62.84.151:443 TIME_WAIT
tcp 192.168.1.134:62642 199.62.84.153:443 TIME_WAIT
tcp 192.168.1.134:59933 199.62.84.152:443 TIME_WAIT
tcp 192.168.1.134:61173 199.62.84.152:443 TIME_WAIT
tcp 192.168.1.134:61132 199.62.84.153:443 TIME_WAIT
tcp 192.168.1.134:56251 199.62.84.151:443 TIME_WAIT
tcp 192.168.1.134:55457 199.62.84.153:443 TIME_WAIT
tcp 192.168.1.134:57943 199.62.84.153:443 TIME_WAIT
tcp 192.168.1.134:52581 199.62.84.151:443 TIME_WAIT
tcp 192.168.1.134:64961 199.62.84.152:443 TIME_WAIT
tcp 192.168.1.134:57599 199.62.84.153:443 TIME_WAIT
tcp 192.168.1.134:65480 199.62.84.152:443 TIME_WAIT
tcp 192.168.1.134:56798 199.62.84.152:443 TIME_WAIT
tcp 192.168.1.134:57216 199.62.84.151:443 TIME_WAIT
tcp 192.168.1.134:65000 199.62.84.151:443 TIME_WAIT
tcp 192.168.1.134:62703 199.62.84.151:443 TIME_WAIT
tcp 192.168.1.134:57216 199.62.84.151:443 TIME_WAIT
tcp 192.168.1.134:54665 199.62.84.152:443 TIME_WAIT

Researching the IPs above I can see the following: https://myip.ms/view/ip_addresses/3342750720/199.62.84.0_199.62.84.255

I asked the technician if any customers have reported something like this and he said not that he knows of and he said there are a lot of customers with Redlink Thermostats.

I am at a total loss of what this issue could be. Resideo says the issue is with my local network and I have to believe them because if it was not, this issue would have been reported.

I thank anyone in advance for taking the time to read this and offering any suggestions.

Thank you,

- Rick

This is an HVAC issue not a computer geek issue…. You’re making it harder than it needs to be.

 

[Crimliar]

This is a thread that's been closed for months. The issue with the Honeywell Redlink Internet Gateway comes up if forums left right and centre - the system does seem to have unresolved network-related issues.