HA hanging on connecting/loading

[chrome mantle]

Hi everyone. I've:
1. set up an HA server,
2. created a nabucasa account for the 1 month trial and verified the email address I used.

However, when I try to log my HA server in to the nabucasa account it just hangs with the animated spinner thing. The settings page shows "Home Assistant Cloud / loading...". I've tried restarting the HA server; that didn't help. I can log into the account on the nabucasa homepage so the account is created okay, it's just the HA server that cannot log into it.

I think when I first tried to log it in it might have briefly shown some red error text, but then it went.

I'm new to HA and haven't yet figured out where I can find the logs for this thing.

Any help would be very much appreciated.

[mortal nymph]

What kind of installation is this? HA OS?

What is appearing at the top of the About page (bottom of Settings)?

[chrome mantle]

It's running on a Raspberry Pi 4 using the HA OS.

Core 2024.10.4
Supervisor 2024.10.3
Operating System 13.2
Frontend 20241002.4

[mortal nymph]

Ok, and using ethernet? If cloud: is not loading I suspect a connection issue

[chrome mantle]

It's not having trouble connecting to anything else. (Nor I connecting to it.)

[mortal nymph]

It's not signed in to the cloud, and it's having an issue opening the Home Assistant Cloud page, right? It only sits there Loading....

Or do you eventually get in

And this is using ethernet?

[chrome mantle]

Never. Even after a restart. It's just "loading".

But I think I saw a brief red error text when I first tried to log in.

[mortal nymph]

You'll need to check the full logs from the Settings > System > Logs page and see if there is more info

[chrome mantle]

Ah, that was the clue I was missing. Yeah, the logs show the error:

File "/usr/local/lib/python3.12/site-packages/hass_nabucasa/__init__.py", line 141, in expiration_date
if (parsed_date := parse_date(self.claims["custom:sub-exp"])) is None:
~~~~~~~~~~~^^^^^^^^^^^^^^^^^^
KeyError: 'custom:sub-exp'

So it's being thrown by https://github.com/NabuCasa/hass-nabucasa/blob/master/hass_nabucasa/__init__.py#L143

Which is a clue... but not a very helpful one. That code should probably be changed to something like,

        if not "custom:sub-exp" in self.claims:
            raise ValueError("Missing subscription expiration date.")

        if (parsed_date := parse_date(self.claims["custom:sub-exp"])) is None:
            raise ValueError(
                f"Invalid expiration date ({self.claims['custom:sub-exp']})",
            )

But it doesn't tell me WHY my shiny new account with a 1-month trial is missing its expiration date...

Oh! Now it has finally -- without me doing anything -- worked!
I guess: there was some delay with setting up the account fully and once that was resolved in the backend the 'custom:sub-exp' key was no longer missing.

Thanks for your help cogneato.

Or maybe not. The page has loaded now, but it says "Cloud connection status: Not Connected". I guess I'll leave it overnight to brew and see if anything is fixed in the morning.

[chrome mantle]

Just to close this thread for folks who may have the same problem later:

• After several hours the back-end account seems to have acquired the custom:sub-exp key that it was initially missing, at this point the page loaded but still showed as disconnected.
• Logging out and logging back in again then managed to get it connected and everything seems to be working.