11/24/2021

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The following table provides troubleshooting information. If further assistance is required, contact a Crestron customer service representative at www.crestron.com/support.

Cannot Connect to the Crestron Home System after Firmware Downgrade

The firmware for the Crestron Home processor was downgraded from version 3.000.0419 or higher to version 3.000.0329 or lower and any of the following conditions are occurring:

  • Cannot log in to the Crestron Home Setup app.
  • Cannot log in to the Crestron Home processor using Crestron Toolbox software.
  • Cannot change the Admin password using the Crestron Home Setup app.

Possible Cause(s)

Improved security features were incorporated in firmware version 3.000.0419 that interfere with backward compatibility.

Corrective Action(s)

The following corrective actions can be performed:

  • Reset the Passwords and then Reboot: The password reset procedure is unobtrusive and should be attempted first.

    NOTE: If the Advanced User password or User Interface Device password is set, the Crestron Home processor must be factory reset.

  • Factory reset the Crestron Home Processor: Factory reset the Crestron Home processor only if other corrective actions do not work.

Reset the Passwordsand then Reboot

NOTES:

  • The Admin username and all other users are removed from the system.
  • When the passwords are reset, the system displays a prompt to enter a new Admin username and password.
  • The Advanced User, User Interface Device, and Common Device passwords must be set manually.

To reset the passwords:

  1. Press and hold the SW-R button on the Crestron Home processor (about 15 seconds) until the MSG LED flashes rapidly.
  2. Set the Admin username and password in the Create Admin Account dialog box.
  3. Disconnect power from the Crestron Home processor (for example, unplug) for 15 seconds and then reconnect power.
  4. Set the Advanced User, User Interface Device, and Common Device passwords:

    NOTE: To change the Admin password, refer to Troubleshooting.

    • Advanced User password: Refer to Troubleshooting
    • User Interface Device password: Refer to Troubleshooting
    • Common Device password: Refer to Troubleshooting

Factory Reset the Crestron Home Processor

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CAUTIONS:

  • All configured settings and all devices that are paired with the Crestron Home processor are erased during a factory restore.
  • If required, download the backup files from the myCrestron Residential Monitoring Service before proceeding.

To factory reset the Crestron Home processor:

NOTE: Use a small, pointed object (such as the tip of a pen) to press the buttons on theCrestron Home processor.

  1. Press and release the HW‑R button on the Crestron Home processor.
  2. Within 3 seconds, press the SW‑R button on the Crestron Home processor five times, with under a 1‑second gap between each press. The Crestron Home processor begins the factory reset process and then reboots. The process may take up to 15 minutes to complete.
  3. Connect to the Crestron Home processor using Crestron Toolbox™ software and then use the Text Console tool to check for a prompt. The standard device prompt should display.

Cannot Set or Change the Passwords

The firmware for the Crestron Home processor was downgraded from version 3.000.0419 or higher to version 3.000.0329 or lower and then upgraded to 3.000.0419 or higher and the following condition is occurring:

  • Cannot set or change the Advanced User Interface Device password or User Interface Device password.

Possible Cause(s)

The password reset procedure was not performed when the firmware for the Crestron Home processor was downgraded from version 3.000.0419 or higher to version 3.000.0329 or lower

Corrective Action(s)

Crestron

Reset the passwords and then reboot:

NOTES:

  • The Admin username and all other users are removed from the system.
  • When the passwords are reset, the system displays a prompt to enter a new Admin username and password.
  • The Advanced User, User Interface Device, and Common Device passwords must be set manually.

To reset the passwords:

  1. Press and hold the SW-R button on the Crestron Home processor (about 15 seconds) until the MSG LED flashes rapidly.
  2. Set the Admin username and password in the Create Admin Account dialog box.
  3. Disconnect power from the Crestron Home processor (for example, unplug) for 15 seconds and then reconnect power.
  4. Set the Advanced User, User Interface Device, and Common Device passwords:

    NOTE: To change the Admin password, refer to Troubleshooting.

    • Advanced User password: Refer to Troubleshooting
    • User Interface Device password: Refer to Troubleshooting
    • Common Device password: Refer to Troubleshooting

Cannot Discover Cresnet® Devices

The Cresnet® device cannot be discovered by the Crestron Home system and the following condition is occurring:

  • The Cresnet device is not discovered by the Crestron Home system.
  • The Cresnet device is displayed in the Network Device Tree using Crestron Toolbox software.

Possible Cause(s)

Driver

The firmware for the Cresnet device or Crestron Home processor is not up to date.

Corrective Action(s)

Update the firmware for the Cresnet device and Crestron Home processor.

Cannot Discover a CHV‑THSTAT3F Thermostat

The CHV‑THSTAT3F thermostat cannot be discovered by the Crestron Home system and the following conditions are occurring:

  • The CHV‑THSTAT3F thermostat is not discovered by the Crestron Home system.
  • The CHV‑THSTAT3F thermostat is displayed in the Network Device Tree using Crestron Toolbox software.

Possible Cause(s)

Three speed fan applications are not supported.

Corrective Action(s)

Update the CHV‑THSTAT3F with CHV‑TSTAT/THSTAT firmware.

Cannot Add a CSA‑PWS10S‑HUB‑ENET Gateway

The CSA‑PWS10S‑HUB‑ENET cannot be added to the Crestron Home system and a 'Gateway Could Not Be Added' message is displayed.

Possible Cause(s)

The mode switch on the CSA‑PWS10S‑HUB‑ENET is not set correctly.

Corrective Action(s)

Set the mode switch on the CSW‑PSW10S‑HUB‑ENET to CRES or ETH to match the physical connection method.

Cannot Discover a Security System

The security system is not discovered by the Crestron Home system.

Possible Cause(s)

The security system is not compatible with the Crestron Home system.

Corrective Action(s)

Use a security system that is compatible with the Crestron Home system.

NOTE: For a comprehensive list of devices that are supported by Crestron Home™ OS, refer to Works with Crestron Home™ OS.

Disabled Autonomic® MMS Sources are Displayed in the Source List

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A source was disabled in the Autonomic® MMS web user interface but it still appears in the Crestron Home source list.

Possible Cause(s)

The source was disabled after the Autonomic MMS device was added to the Crestron Home system.

Others

Corrective Action(s)

Remove the Autonomic MMS device and then add it back to the system using. The Crestron Home system will display the correct sources.

The Web XPanel Interface is Unresponsive

There is no response when clicking buttons in the web XPanel or some page elements are missing.

Possible Cause(s)

The domain web setting for the web XPanel interface is set incorrectly.

Corrective Action(s)

In Installer Settings, select Web Settings, and then ensure that Domain is set to '*'. For more information on web XPanel interface settings, refer to OLH article 5793.

Cannot Establish Communication with the Crestron Home Processor

The Crestron Home processor is not communicating with Crestron Toolbox via Ethernet or USB.

Possible Cause(s)

The Crestron Home processor needs to be restored to factory settings.

Corrective Action(s)

Factory reset the Crestron Home processor:

CAUTIONS:

  • All configured settings and all devices that are paired with the Crestron Home processor are erased during a factory restore.
  • If required, download the backup files from the myCrestron Residential Monitoring Service before proceeding.

To factory reset the Crestron Home processor:

NOTE: Use a small, pointed object (such as the tip of a pen) to press the buttons on theCrestron Home processor.

  1. Press and release the HW‑R button on the Crestron Home processor.
  2. Within 3 seconds, press the SW‑R button on the Crestron Home processor five times, with under a 1‑second gap between each press. The Crestron Home processor begins the factory reset process and then reboots. The process may take up to 15 minutes to complete.
  3. Connect to the Crestron Home processor using Crestron Toolbox™ software and then use the Text Console tool to check for a prompt. The standard device prompt should display.

User Interface Devices Cannot Connect to the System

The user interface devices (TSW-xx60 series touch screens, TSR-310 handheld remotes, iOS® devices, and Android™ devices) cannot connect to the Crestron Home system.

Possible Cause(s)

  • The User Interface Device Password is not set.
  • The User Interface Device Password was incorrectly entered three times causing the IP address to be blocked for one hour.

Corrective Action(s)

The following corrective actions can be performed:

  • Set the User Interface Device Password: For details, refer to Set or Change the User Interface Device Password.

  • Wait for IP Block to Clear: The IP block is cleared after one hour.
  • Clear the Blocked IP Address: Use Crestron Toolbox software to clear the blocked IP.

Cannot Enter Advanced User Settings or User Interface Devices Cannot Connect to the System

The user interface devices (TSW-xx60 series touch screens, TSR-310 handheld remotes, iOS® devices, and Android™ devices) cannot connect to the Crestron Home system.

Possible Cause(s)

  • The Advanced User username is incorrectly entered.
  • The Advanced User functionality is not enabled.

Corrective Action(s)

The following corrective actions can be performed:

  • Set the User Interface Device Password: For details, refer to Set or Change the User Interface Device Password.

  • Enter the correct username: The Advanced User username is 'advanceduser'.
  • Enable the Advanced User functionality: The Advanced User functions are enabled after setting the Advanced User password. For details, refer to Set or Change the Advanced User Password.

Cannot Discover the CNAMPX‑16X60 or CNAMPX‑12X60

Others

The CNAMPX‑16X60 and CNAMPX‑12X60 are not discovered by the Crestron Home system.

Possible Cause(s)

The Cresnet ID that is set for the CNAMPX‑16X60 or CNAMPX‑12X60 is already in use by the Crestron Home system. The CNAMPX‑16X60 and CNAMPX‑12X60 do not support TSID; the Cresnet ID must be manually set to a unique value.

Corrective Action(s)

Use Crestron Toolbox™ software to set the Cresnet ID to a value that is not in use by the Crestron Home system and then rescan the Cresnet gateway.

Crestron Driver Version is Out of Date

The device is added to the system but the Crestron Driver version is not up to date.

Possible Cause(s)

  • A side-loaded Crestron Driver file is used.
  • Devices in the system are using the driver.

Corrective Action(s)

The following corrective actions can be performed:

  • A side-loaded Crestron Driver file is used: Side-loaded Crestron Drivers are not automatically removed or updated. The side-loaded Crestron Driver must be manually deleted from the Crestron Home processor and then reloaded. For details, refer to Update Crestron Drivers.
  • Devices in the system are using the Crestron Driver: Remove all devices that use the driver from the Crestron Home system and then navigate to Pair Devices > Third Party, wait for the Crestron Home processor to update the list of Crestron Drivers, and then add the device to the system. For details, refer to Update Crestron Drivers.