Troubleshooting

The first step in troubleshooting is to take a look at the logs.

• In the UI, go to Settings > System > Logs.

  

For a description of your installation environment:

• go to Settings > System > Repairs > Three dots in the upper right > System information.

If you are using Cloudflare for DNS, make sure the records do not have proxy enabled for the DNS records.

You can use a tool like dnschecker.org to see if the DNS records has the expected values.

Symptom

When trying to access the Home Assistant user interface, you see the message:

• You’re about to give https://somekey.ui.nabu.casa/ access to your Home Assistant instance. Logging in with Trusted Networks. Login aborted: Your computer is not allowed.

Cause

This message indicates that you have trusted networks configured in the configuration.yaml file. Due to the way the Remote UI is set up, you cannot use trusted_networks over the cloud URL.

Resolution

There’s two ways to resolve this. Option 1 is to not use trusted networks at all. Option 2 is to use trusted networks, but only locally.

Option 1: Do not use trusted_networks

1. Open your configuration.yaml file.

2. Delete the entire type: trusted_networks section.

   homeassistant:
   auth_providers:
      - type: trusted_networks
        trusted_networks:
         - 192.168.0.0/24
   

3. If you like, set up Multi-factor authentication.

4. To apply the new network settings, restart Home Assistant.

5. Log in with your credentials and multi-factor authentication.

Option 2: Keep using trusted_networks, but only locally

1. Open your configuration.yaml file.

2. Make sure that in addition to type: trusted_networks, you also have a type: homeassistant section.

   homeassistant:
   auth_providers:
      - type: homeassistant
      - type: trusted_networks
        trusted_networks:
         - 192.168.0.0/24
   

3. If you like, set up multi-factor authentication.

4. To apply the new network settings, restart Home Assistant.

5. In the login screen, choose Home Assistant Local.

   • Log in with your credentials and multi-factor authentication.

Condition

Under System > Home Assistant Cloud, Remote connection, you see the following message: Remote control is being prepared. We will notify you when it’s ready.

Description

This message indicates that there is an issue generating the SSL certificate that is used to create an encrypted connection between your Home Assistant instance and Nabu Casa Cloud.

Remedy

Depending on what is causing this issue, there are different steps you can try to resolve this.

1. Wait for 5 minutes. It may take a while to generate the certificate.
2. Check if there is a general network issue.

If none of the above applies, check if there is an IPv6 issue.

1. To check the IPv6 connection, in your browser, open test-ipv6.com.

   • Try the steps suggested by the website.

2. If the IPv6 test revealed that there is an IPv6 issue, and if you are not running Home Assistant on a VM, try disabling IPv6:

   • In the UI, go to System > Network.
   • Under Configure network interfaces, expand the IPv6 dropdown.
   • Choose the disabled option and save the changes.
   • To have all network settings applied from scratch, reboot the host. Select Settings > System > Restart Home Assistant (top right) > Reboot system.

Symptom

One of your Home Assistant users cannot access Home Assistant remotely.

Cause

This indicates that this user is restricted to local access.

Resolution

To allow people to access Home Assistant remotely, perform the following steps:

1. Go to Settings > People.
2. Select the user.
3. Enable Allow person to login.
4. Make sure the Can only log in from the local network option is disabled.

Symptom

You are using the Remote UI feature. Instead of the Home Assistant user interface, the browser shows a 403 Forbidden message.

Cause

403 Forbidden indicates that IP banning has been configured in your configuration.yaml file and that the ban has been triggered.

# Example configuration.yaml entry
http:
  trusted_proxies:
    - 10.0.0.200
    - 172.30.33.0/24
  ip_ban_enabled: true
  login_attempts_threshold: 5

Resolution

1. Open your configuration.yaml file.

2. If ip_ban_enabled is set to true:

   • In the configuration folder, you should see an ip_bans.yaml file.

   • In the ip_bans.yaml file, delete the 127.0.0.1 entry.

     127.0.0.1:
       banned_at: "2023-07-17T14:20:03"
     

3. To apply the changes, save the ip_bans.yaml file and restart Home Assistant.

Symptom

Under System > Home Assistant Cloud:

• The Cloud connection status is Connecting…
• You see a message Unable to connect.

Cause

This error indicates a network issue. It often occurs when the Home Assistant host has a bad IPv6 network configuration. Fixing the network configuration or disabling IPv6 on the host should resolve this error.

Resolution

1. To check the IPv6 connection, in your browser, open test-ipv6.com.
   • Try the steps suggested by the website.
2. If there is an IPv6 issue and the step above didn’t work: try disabling IPv6:
   • In the UI, go to System > Network.
   • Under Configure network interfaces, expand the IPv6 dropdown.
   • Choose the disabled option and save the changes.
   • To have all network settings applied from scratch, reboot the host. Select Settings > System > Restart Home Assistant (top right) > Reboot system.

Calling a webhook URL can return various status codes for different problems. Below is a list of the most common codes and reasons.