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Configuring and Troubleshooting a Digi Connect or ConnectPort for Connection to the Device Cloud

 


This document discusses how to setup your Digi Connect or ConnectPort product to connect to the Device Cloud Platform. 

This document assumes the user has set up the IP address of their Digi product, is familiar with, and has access to the Digi product via the Web GUI or telnetting to the device.

This document also assumes that the user has a Device Cloud account.  If you have not set up your account, please visit login.etherios.com.


Device Cloud by Etherios

In order to have access to the Device Cloud, you must have a Device Cloud Account. 

Device Cloud accounts registered within the US cloud are accessible via: https://login.etherios.com.
Device Cloud accounts registered within the Europe cloud are accessible via:
https://login.etherios.co.uk.

Configuring Remote Management on your Digi Product

Here is another article on configuring your Digi Connect or ConnectPort WAN to connect to the Device Cloud.
 

Accessing your Digi Product via the WebUI

Go to the Web UI of your Digi device by entering its IP address in the web browser.  You may be asked to log into the Digi device with a username and password.  Some Digi products do not have default username and password while others are 'root' for the username and 'dbps' for the password. 

Connection Settings

Newer Firmware (2.17.0.6 and after):

Once you are logged in, go to Configuration > Device Cloud
On the Device Cloud Configuration settings page, under Device-Initiated Connection:
  1. Click the box for "Enable Device-Initiated Connection"
  2. In the Device Cloud Server Address field, enter the URL of the Device Cloud platform, for example, login.etherios.com
  3. Ensure that the box for "Automatically reconnect to Device Cloud after being disconnected" is checked and that it is set for 1 minute.
  4. Click the “Apply” button at the bottom of the page.  You should see message at the top of the page saying “Changes have been saved successfully”.
  5. Reboot the unit by going to Administration > Reboot and clicking on the Reboot button.

Device Cloud Configuration Settings

Older Firmware (after 2.10.0.x but before 2.17.0.6):

Once you are logged in, go to Configuration > iDigi
On the iDigi Configuration settings page, under Device-Initiated iDigi Connection:
  1. Click the box for "Enable Device-Initiated iDigi Connection"
  2. In the iDigi Server Address field, enter the URL of the iDigi platform, for example, login.etherios.com
  3. Ensure that the box for "Automatically reconnect to iDigi after being disconnected" is checked and that it is set for 1 minute.
  4. Click the “Apply” button at the bottom of the page.  You should see message at the top of the page saying “Changes have been saved successfully”.
  5. Reboot the unit by going to Administration > Reboot and clicking on the Reboot button.

Advanced Settings

Newer Firmware (2.17.0.6 and after):

Under ConfigurationDevice Cloud > Advanced Settings, you will notice other potential settings.

In the Ethernet Settings, under Device Cloud Connection Keep-Alive, you should initially set the Device Send Interval to 60 seconds (which is default) and the Server Send Interval to 70 seconds (which is not default).  This specifies the keep-alive interval to specify for packets received and packets transmitted.  Please note that the Receive Interval and the Transmit Interval are in perspective to the Device Cloud server.  The device should initiate the keep-alive packet and the server acknowledges.  If the server doesn't receive anything from the device, it will then initiate.  We don't want these values the same (60 seconds each by default) because it may create needless traffic.

In the Mobile (Cellular) Settings, under Device Cloud Connection Keep-Alive, you should initially set the Device Send Interval to 900 seconds (which is default) and the Server Send Interval to 915 seconds (which is also the default). 

On some devices, there is the option to use SSL as the Connection Method.   Initially, you may want to make sure this is set to TCP, and then change it to SSL once you have successfully verified your device is connected.  Please note that when you use TCP you must have port 3197 available in your firewall.  Likewise, if you use SSL you must have port 3199 available.

Device Cloud Advanced Configuration Settings

Older Firmware (after 2.10.0.x but before 2.17.0.6):

Under Configuration > iDigi > Advanced, you will notice other potential settings.

In the Ethernet Settings, under iDigi Connection Keep-Alive, you should initially set the Device Send Interval to 60 seconds (which is default) and the Server Send Interval to 70 seconds (which is not default).  This specifies the keep-alive interval to specify for packets received and packets transmitted.  Please note that the Receive Interval and the Transmit Interval are in perspective to the Device Cloud server.  The device should initiate the keep-alive packet and the server acknowledges.  If the server doesn't receive anything from the device, it will then initiate.  We don't want these values the same (60 seconds each by default) because it may create needless traffic.

In the Mobile (Cellular) Settings, under iDigi Connection Keep-Alive, you should initially set the Device Send Interval to 900 seconds (which is default) and the Server Send Interval to 915 seconds (which is also the default). 

On some devices, there is the option to use SSL as the Connection Method.   Initially, you may want to make sure this is set to TCP, and then change it to SSL once you have successfully verified your device is connected.  Please note that when you use TCP you must have port 3197 available in your firewall.  Likewise, if you use SSL you must have port 3199 available.

Making Sure it connects to the Server

Once you enter the server name in the Remote Management Configuration, it should be able to connect to that server.   This will take a couple of minutes.  To see if it has connected go to the WebUI of your unit and then go to Management > Connections.  Under “Active System Connections”, you will notice “idigi tcp” or “idigi tcp/ssl” or “connectware tcp” (or similar) show up as a protocol.  This is the connection to the iDigi server. 

Once it connects, you still need to enter your device in the iDigi platform.  Please see the section titled “iDigi Platform”

Not Connected to Server


Connected to Device Server

Ports 3197 & 3199

Make sure that ports 3197 (TCP) and/or 3199 (SSL) are open.  So if you have a non-cellular Digi device, make sure that these ports are open on your firewall or router.  If your Digi device is cellular, you might want to make sure your cellular provider is not blocking these ports. 
This depends on whether you have selected TCP or SSL as the Connection Method, which is located in the WebUI of your unit under ConfigurationDevice Cloud > Advanced Settings for certain firmware or Configuration > iDigi > Advanced Settings for older firmware. 


Device Cloud

You will need to add the device to the Device Cloud Platform. 

Accessing the Device Cloud Platform

Device Cloud accounts registered within the US cloud are accessible via: https://login.etherios.com  .
Device Cloud accounts registered within the Europe cloud are accessible via:
https://login.etherios.co.uk  .
Or, you can go to http://www.etherios.com/, click on “SIGN IN” on the upper right hand corner, and then select which cloud you wish to sign in on.

For either, use your login credentials.  If your credentials do not work or you do not know them, please click on "Forgot your user name or password?" and then select the appropriate option.  It will then email the correct username/password to the email address that was setup with your account. 

If you are a new user, click "Sign up


Adding a Device on the Device Cloud Platform

Once you are logged into the platform, you can add a device by clicking on Device Management > Add Devices.

Automatically add a device

If your device is on your local LAN, you'll be able to use the automatic discovery mechanism to add it.  Click on the Discover button.  You will then be instructed to click another Discover button. 


Automatically Adding a Device  - Discover

Once it discovers all of the Digi devices on your local LAN, click (highlight) that particular device and then click OK (please see below). 

Automatically Adding a Device - Adding

Manually add a device

If you are remote to the Device Cloud server or if no devices are discovered on your local LAN, you will need to manually add it.  This will more than likely be the case with most customers.  Click on the “Add Manually” button.  You will then need to enter the MAC Address, IMEI# or Device ID. 

To determine the MAC address of your Digi device

The MAC address of your Digi device may be found on the bottom of your unit. 
It can also be found in the WebUI of the unit on the Home or opening page (please see below).   You can also see this by going to Administration > System Information.  Under the General page of System Information you should be able to find the Ethernet MAC Address.

To determine the IMEI number of your Digi device

The IMEI number will be found on cellular products only.  Non-cellular Digi products will not have an IMEI number.

The IMEI number of your Digi device may be found on the bottom of your unit.

To determine the Device ID of your Digi device

The Device ID of your Digi device may also be found in the WebUI of the unit on the Home, or opening page (please see below). 

After entering the MAC Address, IMEI# or Device ID, click Add and it will add it to the list below (please see the picture below).  At that point, click (highlight) that particular device below and then click OK (please see below). 

Manually Adding a Device

Your Digi device should now be added

After your device is added, it should show up in the list of devices.  After a short amount of time, if the device is configured correctly, you should be able to refresh the device list and see the device is connected. If it doesn't connect, you may want to reboot the device just to make sure any previous connections the device have made are severed, so it will initiate the new connection.

Device List with Connected Device


Adding a user to your account

To add a user, log into the server, click on Security, then Users.  Click the “Add User” button and then enter in the necessary information.

Add or Remove an Device Cloud User

To delete a user, log into the server, click on Security, then Users, highlight the name and then click the “Remove Users” button. 


Troubleshooting

Is your unit connecting to the Device Cloud server?

Please note that it is possible to see your device as connected, but not see it in the platform.  When you add the Device Cloud server to the WebUI, it will connect to the Device Cloud server.  However, it is not associated or registered until it is mapped or added to a particular group. 

First verify that you are pointed to the correct Device Cloud server. 
Go to the WebUI of your unit and then go to ConfigurationDevice Cloud > Device-Initiated Connection
Check the Server address.   Examples are login.etherios.com and login.etherios.co.uk.

If you changed which Device Cloud server you are pointing to, then you will need to make sure you disconnect it from the previous server.  In the WebUI, go to Management > Connections.  Under “Active System Connections”, you will notice “dcloud tcp” or “dcloud tcp/ssl” (or similar) show up as a protocol.  This is the active connection to the Device Cloud server.  Check the action box for that protocol and then click on the “Disconnect” button.  Wait for it to connect to the proper Device Cloud server (click refresh until it connects).

The Connections Management Page

Can you ping the server from your Digi device? 

From the WebUI of your Digi device, go to Administration > System Information > Diagnostics.
Can you ping the host name of the server you are trying to connect to?  Examples are login.etherios.com and login.etherios.co.uk.

Can you ping the IP address of the server?
The IP address of each server will periodically change.  In order to determine what it is, go to the command prompt of a PC with access to the Internet, and ping the particular server.  The reply should give back the IP address:

This example shows the IP address of login.etherios.com as 108.166.22.160.  In this instance, that is the IP address you should attempt to ping.

If you cannot ping the host name, but you can ping the IP address, you may need to add a Static DNS address (such as 4.2.2.2) to your Digi Device.  Go to the WebUI of the Digi > Configuration > Network Configuration > Advanced Network Settings.  Then add a static DNS address in "Static Primary DNS".

ping Device Cloud IP address from Diagnostic Page

Diagnostics page

A successful ping

Statically Assigning a DNS Address

Are Ports 3197 or 3199 open on your firewall/router?

Again, if this is on a Digi non-cellular device and you are going through a firewall or router, make sure that ports 3197 (for TCP) or 3199 (SSL) are open.
For cellular products, you may need to contact your cellular provider to verify these ports are open.

A good way to determine if port 3197 or 3199 is blocked, try telnetting to the Device Cloud specifying particular port:

Telnetting to the Device Cloud specifying a port

If successful, after you hit enter, you will see a blank, black, field.  The port is not blocked.
If unsuccessful, you will see something like this:

Unsuccessful telnet to port.  The port is blocked.


Issues getting into Device Cloud Platform?

If you are trying to access the Device Cloud Platform with an older web browser, you might get a pop-up a warning message indicating so. 
                For Internet Explorer, it must be 1.7 or newer.
                For Firefox, it must be 3 or newer.
Please make sure you are using a supported browser.

It says my device address is already assigned?

If you are trying to add a device in either Device Cloud server and it comes back with the message “Failed to add one or more devices:” (see below), it means that your Digi device is already assigned to either the account you’re trying to assign it to or to another account.  If you do not see a duplicate of this device within the account you are in, Digi Technical Support can find the duplicate. 

Device is already in your account

Device is already assigned to another account


Digi Device Keeps Disconnecting/Reconnecting

If you go to the Connection History of a particular Cellular Digi Device and notice that the device keeps Connecting and then Disconnecting, it could be that something on the cellular provider’s infrastructure has an idle timeout set up. 

The idle timeout may or may not be setup on one or more pieces of equipment within a provider’s infrastructure.  The point being is that it is possible that some devices may traverse a path one time, where it does not see the issue, and then traverse a different path where it then sees the issue.  Whether the APN is static or dynamic, private or public, mobile originated or mobile terminated, would have no bearing on this.  In advance, you could ask the provider if they have any idle timeout values setup within their network.  Otherwise, to overcome this, you should lower the keep-alive values for the Device Cloud connection on your Digi device.  By default, these values are set to 900/915 (rx/tx). 

You can set this up a few different ways.

The first method is from the CLI by using the following commands:
  1. set mgmtnetwork mtrxkeepalive=270
  2. set mgmtnetwork mttxkeepalive=280
  3. You will then need to reset the iDigi connection by performing a ‘who’ command and then killing the ID with the Device Cloud protocol (i.e. kill 2).

The second method is from the WebUI of your Digi cellular product:
  1. Go to ConfigurationDevice Cloud > Advanced Settings > Mobile (Cellular) Settings.
  2. Set the Device Send Interval to 270 seconds and the Server Send Interval to 280 seconds. 
  3. Click the “Apply” button at the bottom of the page.
  4. You will then need to reset the Device Cloud connection by going to Management > Connections.  Check the “Action“ box that corresponds with the Device Cloud protocol and then click the “Disconnect” button.

The third method is within the Device Cloud server page itself:
  1. Go to Advanced Configuration > Remote management network type > Remote management network type 1.
  2. Set the TCP/SSL device send keep alive (seconds) to 270
  3. Set the TCP/SSL server send keep alive (seconds) to 280
  4. Click the “Save” button at the bottom of the page. 
  5. You will then need to reset the Device Cloud connection
    1. The first method is to go to the Command Line Interface within Device Cloud, do a ‘who’ command and then kill the ID with the Device Cloud protocol (i.e. kill 2).
    2. The second method is to click the Device tab, right click the particular device you wish to reset the connection, then click Administration > Reboot

Note that setting up a keep-alive on the Digi device will slightly increase your cell usage. 
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