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Error setting up entry Total Connect #136340

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ahahamyan opened this issue Jan 23, 2025 · 114 comments · Fixed by #136793
Closed

Error setting up entry Total Connect #136340

ahahamyan opened this issue Jan 23, 2025 · 114 comments · Fixed by #136793

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@ahahamyan
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The problem

The Total Connect integration is no longer working as of today. No system updates were made since it worked last. It stopped working overnight. I tried re-start and re-boot to no avail. Service (TotalConnect - Resideo - https://status.resideo.com/ ) itself appears to be up but integration fails. I am able to use their mobile app to arm/disarm system fine but not via HA.

Logger: homeassistant.config_entries
Source: config_entries.py:640
First occurred: 6:17:11 AM (2 occurrences)
Last logged: 7:46:46 AM

Error setting up entry Total Connect for totalconnect
Traceback (most recent call last):
File "/usr/src/homeassistant/homeassistant/config_entries.py", line 640, in __async_setup_with_context
result = await component.async_setup_entry(hass, self)
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
File "/usr/src/homeassistant/homeassistant/components/totalconnect/init.py", line 36, in async_setup_entry
client = await hass.async_add_executor_job(
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
TotalConnectClient, username, password, usercodes, bypass
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
)
^
File "/usr/local/lib/python3.13/concurrent/futures/thread.py", line 59, in run
result = self.fn(*self.args, **self.kwargs)
File "/usr/local/lib/python3.13/site-packages/total_connect_client/client.py", line 96, in init
self.authenticate()
~~~~~~~~~~~~~~~~~^^
File "/usr/local/lib/python3.13/site-packages/total_connect_client/client.py", line 296, in authenticate
response = self.request(
operation_name,
(self.username, self.password, self.API_APP_ID, self.API_APP_VERSION),
)
File "/usr/local/lib/python3.13/site-packages/total_connect_client/client.py", line 235, in request
self._raise_for_retry(response)
~~~~~~~~~~~~~~~~~~~~~^^^^^^^^^^
File "/usr/local/lib/python3.13/site-packages/total_connect_client/client.py", line 157, in _raise_for_retry
rc = _ResultCode.from_response(response)
File "/usr/local/lib/python3.13/site-packages/total_connect_client/const.py", line 154, in from_response
raise ServiceUnavailable(f"Server returned empty response, check server status at {STATUS_URL}") from None
total_connect_client.exceptions.ServiceUnavailable: Server returned empty response, check server status at https://status.resideo.com/

What version of Home Assistant Core has the issue?

core-2025.1.3

What was the last working version of Home Assistant Core?

core-2025.1.3

What type of installation are you running?

Home Assistant OS

Integration causing the issue

TotalConnect

Link to integration documentation on our website

https://www.home-assistant.io/integrations/totalconnect/

Diagnostics information

Logger: homeassistant.config_entries
Source: config_entries.py:640
First occurred: 6:17:11 AM (2 occurrences)
Last logged: 7:46:46 AM

Error setting up entry Total Connect for totalconnect
Traceback (most recent call last):
File "/usr/src/homeassistant/homeassistant/config_entries.py", line 640, in __async_setup_with_context
result = await component.async_setup_entry(hass, self)
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
File "/usr/src/homeassistant/homeassistant/components/totalconnect/init.py", line 36, in async_setup_entry
client = await hass.async_add_executor_job(
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
TotalConnectClient, username, password, usercodes, bypass
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
)
^
File "/usr/local/lib/python3.13/concurrent/futures/thread.py", line 59, in run
result = self.fn(*self.args, **self.kwargs)
File "/usr/local/lib/python3.13/site-packages/total_connect_client/client.py", line 96, in init
self.authenticate()
~~~~~~~~~~~~~~~~~^^
File "/usr/local/lib/python3.13/site-packages/total_connect_client/client.py", line 296, in authenticate
response = self.request(
operation_name,
(self.username, self.password, self.API_APP_ID, self.API_APP_VERSION),
)
File "/usr/local/lib/python3.13/site-packages/total_connect_client/client.py", line 235, in request
self._raise_for_retry(response)
~~~~~~~~~~~~~~~~~~~~~^^^^^^^^^^
File "/usr/local/lib/python3.13/site-packages/total_connect_client/client.py", line 157, in _raise_for_retry
rc = _ResultCode.from_response(response)
File "/usr/local/lib/python3.13/site-packages/total_connect_client/const.py", line 154, in from_response
raise ServiceUnavailable(f"Server returned empty response, check server status at {STATUS_URL}") from None
total_connect_client.exceptions.ServiceUnavailable: Server returned empty response, check server status at https://status.resideo.com/

Example YAML snippet

Anything in the logs that might be useful for us?

Additional information

No response

@home-assistant
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Hey there @austinmroczek, mind taking a look at this issue as it has been labeled with an integration (totalconnect) you are listed as a code owner for? Thanks!

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(message by CodeOwnersMention)


totalconnect documentation
totalconnect source
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@jk111
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jk111 commented Jan 23, 2025

Same issue, same error logs here.

@mrhess9873495
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Same issue on my end

@nblracer880
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Same, started about 8 hours ago while on HA 1.2. Updated to 1.3 and same thing.

Core 2025.1.3 Supervisor 2024.12.3 Operating System 14.1 Frontend 20250109.0

@joshrmiller
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Same issue, stopped overnight, however I can confirm it was working for 2 days on HA 2025.1.3 with no issues.

@nblracer880
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nblracer880 commented Jan 23, 2025

The error may indicate some sort of API change or issue at Resideo.

total_connect_client.exceptions.ServiceUnavailable: Server returned empty response

Their status page doesn't seem to be reporting any related issues as of yet.
https://status.resideo.com/

@Morbidbystandard
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HI,

I got the same issue.

@rgnet5
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rgnet5 commented Jan 23, 2025

Same

1 similar comment
@DougRDoug
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Same

@bpectel
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bpectel commented Jan 23, 2025

I have the exact same issue.

@CZonin
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CZonin commented Jan 23, 2025

Same issue here as well

@dbpage
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dbpage commented Jan 23, 2025

Same

@SirTerrific
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UP ! Same here

@thog79
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thog79 commented Jan 23, 2025

Yep, same. The day after I get this integration running for the first time.

@codypet
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codypet commented Jan 23, 2025

Same the Resideo app on my phone does say it was recently updated and is requiring me to re sign in again. So maybe something changed?

@austinmroczek
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Contributor

Will investigate as soon as possible. This seems like similar website/API problems in the past

@mondomx
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mondomx commented Jan 23, 2025

Service went down for me today. And up to 7:31 AM CST it was working correctly. Now I get: this every time I try to reload the integration

 File "/usr/local/lib/python3.13/site-packages/total_connect_client/const.py", line 154, in from_response
    raise ServiceUnavailable(f"Server returned empty response, check server status at {STATUS_URL}") from None
total_connect_client.exceptions.ServiceUnavailable: Server returned empty response, check server status at https://status.resideo.com/

It smells like API outage because the status at resideo is all green. And the TC app is still working (somewhat).

@sambeetm
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same here

@heath-howard
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Same....

@papacrown
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Same for me.

@tbclark3
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I agree it looks like an API outage, but Amazon Alexa is still working, and I would think that also uses the API service.

@joshrmiller
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I agree it looks like an API outage, but Amazon Alexa is still working, and I would think that also uses the API service.

IFTTT is still working with no interruptions as well.

@bpectel
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bpectel commented Jan 24, 2025

If Alexa and IFTTT work it has to be something with HA, Thoughts?

@rgnet5
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rgnet5 commented Jan 24, 2025

Considering it worked initially on v2025.1.3, and it went down for all of us at about the same time, and considering it works fine with Alexa, could it be that Resideo is blocking API calls from unknown (non-AWS/Alexa) IP addresses? If they use the same API? Hopefully they didn’t do what MyQ did and cut us off. BTW, I just upgraded to v2025.1.4, and no change. TotalConnect is still down. I hope this is fixable. I have a lot of automations that are based on the state of the security system.

@thor0215
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It's an issue with the SOAP API. When making a request to the AuthenticateUserLogin API, it responds with a 200 but the response is missing the SOAP body that should include the SessionID

https://rs.alarmnet.com/tc21api/tc2.asmx?op=AuthenticateUserLogin

This is what the response should look like:

<?xml version="1.0" encoding="utf-8"?>
<soap:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap="http://schemas.xmlsoap.org/soap/envelope/">
  <soap:Body>
    <AuthenticateUserLoginResponse xmlns="https://services.alarmnet.com/TC2/">
      <AuthenticateUserLoginResult>
        <SessionID>string</SessionID>
      </AuthenticateUserLoginResult>
    </AuthenticateUserLoginResponse>
  </soap:Body>
</soap:Envelope>

This is the response I see instead:

<?xml version="1.0" encoding="utf-8"?>
<soap12:Envelope xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns:soap12="http://www.w3.org/2003/05/soap-envelope">
	<soap:Body>
		<AuthenticateUserLoginResponse xmlns="https://services.alarmnet.com/TC2/" />
	</soap:Body>
</soap:Envelope>

@bpectel
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bpectel commented Jan 24, 2025

Would a new alarm monitoring service fix it? anyone have any suggestions?

@austinmroczek
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Contributor

austinmroczek commented Jan 24, 2025

I am the integration owner for the totalconnect integration in Home Assistant, and I maintain the underlying total_connect_client used to talk with the TotalConnect 2.0 API.

As @thor0215 noted above, and I verified, the server is providing empty responses to all queries at the moment. This is a server problem, and has nothing to do with upgrading Home Assistant to 2025.1.x.

When a user logs in, the API requires an ApplicationID be provided. It is possible they have decided to block our ID. However, I would not jump to that conclusion yet. I think it's more likely there is some weird server error that is not denying their main TotalConnect website/app, and they just haven't seen the problem yet. In the past we've seen the server status page show green, yet this integration was not working.

Resideo/Honeywell's business model is to sell alarms to third party installers (your alarm company). They don't want to communicate with or support users directly. All of their documentation essentially says 'contact your installer for help'. Folks could try to talk with Resideo/Honeywell. One address I have found for them is [email protected] but in the past they have not responded to me. They have a contact page, and various social media handles HoneywellHome Twitter/X, Resideo Twitter/X, HoneywellHome Facebook, Resideo Facebook which is another way to try. There is also a Homeowner support # 1-800-633-3991

I tried their online support chat earlier and got this:

"All of the security panels/systems along the TC2.0 app are not supported by this channel. These are only sold, installed and supported, by professional security providers/installers. For technical information, account management or general documentation, you can use our tool: https://www.resideo.com/us/en/find-a-pro/ To find a local security provider/installer that carries/services and supports this products."

Complaining to your alarm company is another option. Changing alarm monitoring service will not fix this - though threatening to do so might motivate your current company to talk with Resideo.

It's a relatively minor thing, but it would also help to enable Analytics on your Home Assistant to help boost our numbers. Right now we only show 265 active users on the analytics page.

@reffr
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reffr commented Jan 29, 2025

@austinmroczek - Cannot thank you enough. This integration is crucial to some of my automations and how I have things setup. Do you have a "buy me a coffee link?" I tried to find one for you but couldn't.

@Cableboy1515
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@austinmroczek Thank you so much for maintaining this code and being so responsive and helpful. You make this community so great!

@zachherbert
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Thank you

@danielgoepp
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Thanks to @austinmroczek and the other developers for all their work on this integration! Much appreciated.

@gonzonia
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Thank you!

@mclever
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mclever commented Jan 30, 2025

@austinmroczek I don't see your latest PR listed on the 2025.2 beta. Maybe you have a contact that can help?

@leosmrazek
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Hi all, thank you very much @austinmroczek . However still the same even after installing 2025.2 beta. Waiting for regular release?

@briodan
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briodan commented Jan 30, 2025

This is the PR for the fix in HA Core, you can follow it to see when it gets merged

#136793

looks like there are a few changes requested

@mclever
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mclever commented Feb 1, 2025

The fix works in 2025.2 beta 3

@ahahamyan
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Author

ahahamyan commented Feb 6, 2025 via email

@davekolm
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davekolm commented Feb 6, 2025

+1 -- I just finished basic testing of the integration, and it's working great!

@bsauve
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bsauve commented Feb 6, 2025

Yé, it works on official 2025.2.
Thanks to all of you that support this integration.

@Leadcapsule
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Leadcapsule commented Feb 6, 2025 via email

@austinmroczek
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Contributor

Glad it's working. Thanks everyone. If you run into problems in the future please create an Issue.

@Leadcapsule
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Leadcapsule commented Feb 6, 2025 via email

@Leadcapsule
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Leadcapsule commented Feb 6, 2025 via email

@dbpage
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dbpage commented Feb 6, 2025

Austin,
Thank you for resolving the TC2.0 integration issue quickly. Your communications were clear and you were very pleasant throughout the whole process.

After having another integration deprecated with harsh communications about it, it is refreshing that you were there to resolve the issue with virtually no user actions needed.

I appreciate it very much.
Dennis

@danielgoepp
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Thanks again @austinmroczek. I can open a new thread, but I figure I would ask here first...is it not working for anyone else too, even with the new version? It's not working for me. I'll keep poking and get more data. I'm just wondering if everyone else is fixed?

@Cableboy1515
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@danielgoepp It's been working for me since the 2025.2 update yesterday. Maybe try reconfiguring it with your password? I know when mine stopped working I tried logging in again and initially entered the wrong password since I rarely need to do it.

@danielgoepp
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@Cableboy1515 yeah, I've try everything :( I even reset my password and confirmed I can log into the web interface too. I'll keep poking later tonight.

2025-02-06 05:13:36.674 INFO (SyncWorker_0) [homeassistant.loader] Loaded totalconnect from homeassistant.components.totalconnect
2025-02-06 05:20:01.989 DEBUG (SyncWorker_6) [total_connect_client.client] Session has expired, refreshing now
2025-02-06 05:21:02.248 INFO (SyncWorker_6) [total_connect_client.client] reauthenticating [email protected]: 4 retries remaining
2025-02-06 05:21:02.260 DEBUG (SyncWorker_2) [total_connect_client.client] Session has expired, refreshing now
2025-02-06 05:22:02.420 INFO (SyncWorker_2) [total_connect_client.client] reauthenticating [email protected]: 4 retries remaining
2025-02-06 05:23:03.662 DEBUG (SyncWorker_6) [total_connect_client.client] sending API request GetSessionDetails('D4FCFBC9-45FB-49C4-8794-6B03C5F0DD5F', 16808, '3.41.1.71')
2025-02-06 05:23:03.755 WARNING (SyncWorker_6) [total_connect_client.client] no usercode for location 1914926
2025-02-06 05:23:03.755 INFO (SyncWorker_6) [total_connect_client.client] [email protected] authenticated: 1 locations
2025-02-06 05:23:03.755 DEBUG (SyncWorker_6) [total_connect_client.client] sending API request GetSessionDetails['D4FCFBC9-45FB-49C4-8794-6B03C5F0DD5F', 16808, '3.41.1.71']
2025-02-06 05:23:03.826 WARNING (SyncWorker_6) [total_connect_client.client] no usercode for location 1914926
2025-02-06 05:23:03.826 INFO (SyncWorker_6) [total_connect_client.client] [email protected] authenticated: 1 locations
2025-02-06 05:24:03.752 DEBUG (SyncWorker_2) [total_connect_client.client] sending API request GetSessionDetails('4980EDDD-010B-4D9A-B280-90D5AA5954BA', 16808, '3.41.1.71')
2025-02-06 05:24:05.031 WARNING (SyncWorker_2) [total_connect_client.client] no usercode for location 1914926
2025-02-06 05:24:05.031 INFO (SyncWorker_2) [total_connect_client.client] [email protected] authenticated: 1 locations
2025-02-06 05:24:05.031 DEBUG (SyncWorker_2) [total_connect_client.client] sending API request GetSessionDetails['4980EDDD-010B-4D9A-B280-90D5AA5954BA', 16808, '3.41.1.71']
2025-02-06 05:24:05.225 WARNING (SyncWorker_2) [total_connect_client.client] no usercode for location 1914926
2025-02-06 05:24:05.226 INFO (SyncWorker_2) [total_connect_client.client] [email protected] authenticated: 1 locations

@dbpage
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dbpage commented Feb 6, 2025

Did you perhaps forget about logging into a secondary account in Total Connect as suggested for this integration?

@BBcan177
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BBcan177 commented Feb 6, 2025

@Cableboy1515 [total_connect_client.client] no usercode for location 1914926

In Total Connect, did you "sync users" after creating the login account for HA?

Maybe try to remove the TC Integration in HA and re add it. Maybe you didn't enter the user code.

@danielgoepp
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Yup, did all those things. Appreciate the ideas though. My problem is apparently deeper, I can't even get it to connect from command line debugging, just hangs. It's odd. I delete the integration when it broke, and added it back in. Anyway, this thread is closed, so I'll respect that. I'll open a new issue if I can't figure it out. Thanks!

@austinmroczek
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I'm looking for folks to submit test results for the new and improve total_connect_client, to help catch any unseen bugs. If you have time and the ability, please see instruction at https://github.com/craigjmidwinter/total-connect-client/releases/tag/2025.2.rc1

@danielgoepp
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Absolutely! Happy to help in any way I can. Thanks for the support.

@Leadcapsule
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Leadcapsule commented Feb 8, 2025 via email

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