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ConnectPort X2e SE (Smart Energy) Troubleshooting



Device Cloud by Etherios


By default, gateways point to the login.etherios.com production server (some older gateways may point to my.idigi.com).  For Smart Energy gateways, it is necessary to have connectivity to Digi's Device Cloud for product functionality.  In most cases, adding the gateway to your Device Cloud account will automatically configure the gateway for proper connectivity.  However, in some cases it might be necessary to configure this manually.

To check your gateway Device Cloud connectivity and configuration
  1. Press the reset button in the upper left corner of the Connect Port X2e for Smart Energy to activate the web interface.  You have about 10 seconds from the time you press the reset button to open the web interface, after which it becomes inaccessible again.
  2. Use the Device Discovery for Windows to discover your gateway or if the IP address is known, enter the IP address in your web browser.  The Home screen will show the current network/Device Cloud connectivity status:



To ensure the proper Device Cloud server is configured on your gateway navigate to Ethernet Network or Wireless Network and check the Server Address field at the bottom of the Network Configuration screen.  The proper Device Cloud server entries are login.etherios.com (USA Device Cloud instance) and login.etherios.co.uk (UK Device Cloud instance): 




*Note:  Please ensure port  3199 is not being blocked or firewalled on the network as this port is necessary for Device Cloud communication/connectivity.

Power LED





Network LED





XBee LED 

The XBee LED indicates the status of the connection of the XBee RF module in the ConnectPort X2e SE to a Smart Energy wireless network.

At initial startup, if you are not deploying your device in a Smart Energy network, this LED and its states have no meaning.

Once you have deployed your ConnectPort X2e SE in Smart Energy network, the behavior of the XBee LED varies depending on whether the ConnectPort X2e SE acts as a coordinator or a router.

For information on changing the ConnectPort X2e SE from a coordinator to a router, see:





Resetting the device to factory defaults

Holding the button for ten seconds returns the device to factory defaults.

Common issues




Notes:

1. XBee and network LEDs remain dark during the initial bootof the device. All diagnosis related to these LEDs must be done after the device has been running for at least 60 seconds.

2. For devices with both Ethernet and Wi-Fi interfaces, ayellow Network LED will communicate information about Ethernet if there is a physical link detected on the Ethernet. Connectivity to Device Cloud over any interface (a green Network LED) always overrides any yellow Network LED indication.

Cannot connect to DNS server to resolve the Device Cloud server address

The ConnectPort X2e SE requires a DNS server to resolve the Device Cloud server IP address. Normally the device receives the DNS server information automatically from the DHCP server on your Internet router, but ifyour router does not provide the information, you may need to set it manually.When this error occurs, the system log will display the following message:

Error resolving 'fully qualified domain name': No address associated with nodename (EAI_NODATA)

The device usually gets the DNS server from the DHCP server. If aDNS server is not supplied from your DHCP server, usually because it is not configured to supply it, the ConnectPort X2e will use the default Google Public DNS server (address 8.8.8.8). If use of this default DNS server is not desired,a DNS server can be configured manually using the Web interface or Device Cloud's Device Manager interface.

It is most effective to fix the DHCP server to provide the correct networking parameters to the device. Otherwise, the device's network configuration can be set manually.

Cannot connect to NTP time server to get correct time

The ConnectPort X2e SE requires access to an NTP server to set its date and time. Normally the device receives the date and time automatically from the Device Cloud server.

For NTP to operate correctly, UDP port 123 needs to be open.

Required open network ports and use of firewalls

When using a firewall to filter outbound traffic, the ConnectPort X2e SE requires these network ports to be open for proper operation:

  • UDP port 53, for DNS
  • UDP port 123, for NTP
  • TCP port 3199, for Device Cloud

Cellular connection issues

Some common causes for the ConnectPort X2e SE Cellular device failing to provision include:






For GSM devices

Mobile Status page for GSM devices





For CDMA devices

Mobile Status page for CDMA devices




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