MELCloud integration silently fails when melcloud is down

[mgartin]

The problem

As of writing, there seems to be an issue with the cloud servers of Mitsubishi, making it impossible to control HVAC systems for a few countries in the EU at least via the official app and also via the HA MELCloud integration.

What version of Home Assistant Core has the issue?

core-2024.4.3

What was the last working version of Home Assistant Core?

core-2024.4.3

What type of installation are you running?

Home Assistant OS

Integration causing the issue

MELCloud

Link to integration documentation on our website

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

Diagnostics information

No response

Example YAML snippet

No response

Anything in the logs that might be useful for us?

No response

Additional information

It would be nice if there could be some information in HA that the MELCloud integration actually fails. For HVACs in heating mode, this is quite important.

Using the MELCloud official Android app also fails, and there is no information in the app.

The issue discussd on reddit: https://www.reddit.com/r/mitsubishi/comments/1c7td2g/melcloud_issues_since_yesterday_anyone_else/

[home-assistant[bot]]

melcloud documentation melcloud source

[mgartin]

As per comment by RunTime9816 on Reddit, this is a workaround: If you manage your own DNS server, you can get online again, setting the host "production.receiver.melcloud.com" to resolve to the IPaddress: 52.215.226.151

However, my point with this issue is that the HA integration should somehow be aware that it is in fact not working, and not seemingly work when it doesn't. I think that would be good.

[PlutoWRC]

[erwindouna]

As per comment by RunTime9816 on Reddit, this is a workaround: If you manage your own DNS server, you can get online again, setting the host "production.receiver.melcloud.com" to resolve to the IPaddress: 52.215.226.151

However, my point with this issue is that the HA integration should somehow be aware that it is in fact not working, and not seemingly work when it doesn't. I think that would be good.

I've been doing some debugging on this issue. I can probably make a PR where I read the Offline state from MelCloud and then render the entry/entity as unavailable in HA. This should save some hazzle.

[saltydog256]

Is this still broken? The Integration fails to load, but I can login via the MEL App okay. Thanks.

[oh5lep]

No response from melcloud since 17:45 CET today May 23rd. HA didn't show any issues until I tried to reload integration and then it failed. Melcloud app works normally.

[TuomasPakkanen]

No response from melcloud since 17:45 CET today May 23rd. HA didn't show any issues until I tried to reload integration and then it failed. Melcloud app works normally.

Same issue here. App works so it seems to not be the cloud itself. Integration throws following error about the SSL certificate:

[itwtds]

Their cert was just renewed on May 20 and I suspect there is an incomplete cert chain presented causing the integration to fail. My browser is able to stitch the proper chain, though the melcloud app fails also on my end.

https://whatsmychaincert.com/?app.melcloud.com

[bartd83]

Yep the integration is down again SSLLABS for app.melcloud.com also mentions they're B grade capped because of a incomplete chain

"This server's certificate chain is incomplete. Grade capped to B."

[PlutoWRC]

The MELcloud app doesn't work either...

[erwindouna]

Unfortunately people are experiencing this in HA, yet this isn't controlled and thus not fixable within HA. Best options we have is to contact their support and notify them regarding this issue.

[osulivanDE]

another reason why we need a right for a local API on IOT devices. MEL is getting super unreliable in the last time.

[PlutoWRC]

Expressions of support for MELcloud...

Dear MELCloud Customer,

MELCloud via Android application is temporarily unavailable for maintenance, we are working to resolve this as quickly as possible. In the meantime, please use https://app.melcloud.com/ via web browser.

We apologise for any inconvenience that this is causing and thank those users who got in touch to inform us.

Kind Regards,

MELCloud Helpdesk

[osulivanDE]

Expressions of support for MELcloud...

Dear MELCloud Customer,

MELCloud via Android application is temporarily unavailable for maintenance, we are working to resolve this as quickly as possible. In the meantime, please use https://app.melcloud.com/ via web browser.

We apologise for any inconvenience that this is causing and thank those users who got in touch to inform us.

Kind Regards,

MELCloud Helpdesk

Thanks. How did you get in contact with customer support?

[PlutoWRC]

Dík. Jak jste se dostali do kontaktu se zákaznickou podporou?

I contact them through this email: melcloud.support@meuk.mee.com

[mgartin]

Please note:

• This issue is not about issues at Mitsubishi MELcloud.
• It is not meant to be a chat about possible causes or workarounds.
• Read first post (I am the creator of this issue, but not the maintainer): "MELCloud integration silently fails when melcloud is down".

"It would be nice if there could be some information in HA that the MELCloud integration actually fails. For HVACs in heating mode, this is quite important."

That is all this issue is about, everything else is noise (although I do understand the frustration!).

[erwindouna]

The most recent issue, regarding the certificate chain, has been resolved. I think the main root cause of the start of this issue, has also been resolved, @mgartin?

[Baschfest]

After an update of HA (I guess it was just the reboot) everything seems to work again.

[erwindouna]

Issue has been resolved. Root cause was on Mitsubishi. Please create a new issue when it occurs.

[mgartin]

Am I right that the commit in #115962 resolves the issue - the actual issue here - that the integration fails silently, without giving any indication to the HA user that it fails? Will that PR result in a red dot somewhere in HA if MELCloud fails in the future? If so, this issue can be closed.