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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


Color and blink pattern

Description

OFF (dark)

No power.

Solid green

Device is powered. This state does not indicate that the device is fully operational. The Network LED and its states convey such information.

Blinking green 
(cellular model only)

Device is updating firmware. Do not unplug unit.


Network LED

Color and blink pattern

Ethernet

Wi-Fi

Cellular

OFF

No Ethernet detected.

No Wi-Fi AP or Ad-Hoc networks detected.

No cellular network detected.

Blinking yellow, slow

Ethernet interface identified; waiting for link.

Wi-Fi AP or Ad-Hoc network detected. Connecting to Wi-Fi. Waiting for association.

Cellular network(s) detected. Registering on cellular network.

Blinking yellow, fast

Connected to Ethernet. Establishing LAN connection. Waiting for IP address.

Connected to Wi-Fi. Establishing LAN connection. Waiting for IP address.

Registered on cellular network. Establishing WAN connection. Waiting for IP address.

Solid yellow

An IP address has been assigned to the gateway. Connected to LAN. Waiting for Device Cloud service to take control, and for DNS resolution of server chosen by Device Cloud.

An IP address has been assigned to the gateway. Connected to LAN. Waiting for Device Cloud service to take control, and for DNS resolution of server chosen by Device Cloud.

An IP address has been assigned to the gateway. Connected to WAN. Waiting for Device Cloud service to take control, and for DNS resolution of server chosen by Device Cloud.

Alternating between yellow and green

The gateway cannot connect to Device Cloud. The two most common reasons for this state are:

  • The gateway cannot connect to a DNS server to resolve the Device Cloud server address. See below for instructions.
  • The gateway cannot connect to an NTP time server to get the correct time. See below for instructions.

Blinking green, slow

Verifying Internet connection. Waiting for network connection to the chosen server.

Blinking green, fast

Connected to Internet. Establishing Device Cloud connection. Waiting for protocol level “connection” with Device Cloud server, which might include authentication.

Solid green

Gateway is connected to Device Cloud server.


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:
http://www.digi.com/support/kbase/kbaseresultdetl?id=3363



ConnectPort X2e SE as Coordinator

Color and blink pattern

Description

Solid green

The XBee RF module has not started a network.

Blinking green

The XBee RF module has started a network.


ConnectPort X2e SE as Router

Color and blink pattern

Description

Solid green

The XBee RF module has not joined a network.

Blinking green

The XBee RF module has joined a network.

Note: XBee and Network LEDs remain dark during the initial boot of the device. All diagnosis related to these LEDs must be done after the device has been running for at least 60 seconds.

Signal Strength LED

Color and blink pattern

Description

OFF

No or poor cellular signal. Moving device to a better location is recommended.

Solid yellow

Adequate cellular signal. This signal strength works for most applications.

Solid green

Good cellular signal.


Resetting the device to factory defaults

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

Common issues

Symptom

Potential Cause

Resolution

Power LED is dark.

Power is not applied.

Ensure that the power supply is properly connected to a power source and the device.

Hardware failure.


In the unlikely case of hardware failure, first physically remove power and reconnect. If the LEDs remain dark, the device should be returned for RMA.

XBee LED is dark.

 


If device is configured as a coordinator, this may indicate a coordinator hardware failure

Return device to Digi for RMA.

Network LED is dark.

 

Hardware failure.

Return device to Digi for RMA.

Network LED is flashing yellow slower than once per second. 

No Ethernet link.

Attach an Ethernet cable.

No Wi-Fi association. 

Configure Wi-Fi network parameters. See: http://www.digi.com/support/kbase/kbaseresultdetl?id=3527

Network LED is flashing yellow faster than twice per second.


DHCP server not responding.

If no DHCP server is present on the network, use a tool with integrated Digi Device Discovery to assign a static IP address.

Device may not have network connectivity to the DHCP server, despite having link to a hub or switch. Check with network administrator.

Network LED alternates between yellow and green.

Unable to resolve Device Cloud server name. Verify DNS server settings with network administrator.

Network failure between the device and the DNS server. Check with network administrator.

Unable to contact Device Cloud server.

Verify Device Cloud server name in settings.

Verify proxy settings with device and with network administrator.

Network failure between the device and the Device Cloud server.

Check with network administrator.

Device unable to authenticate Device Cloud server.

Verify NTP server settings with network administrator.
The device must have the correct time in order to verify the security certificate presented by the Device Cloud server. The supported means to synchronize time in the device is via NTP.

Verify Device Cloud server name in settings.

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:

Cellular connection issues

Common issues and resolutions

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

Probable cause

Resolution

No or poor cellular signal.

Check signal strength by going to the Administration > Mobile Status page and checking the Signal strength, Signal level, and Signal quality fields. Move the device to a different location and recheck the signal quality.

Placement can drastically increase the signal strength of a cellular connection. Often times, just moving the router closer to an exterior window or to another location within the facility can result in optimum reception. Another way of increasing throughput is by physically placing the device on the roof of the building, in an environmentally safe enclosure with proper moisture and lightning protection.

SIM is not properly installed.

Check the following pages of the web interface for the following fields and messages:

- The Configuration > Mobile Connectivity page SIM PIN status, the SIM IMSI, and SIM ICCID. If these items are blank, the SIM is not properly installed.

- On the Administration > Mobile Status page: SIM not ready

- On the  Administration > System Log > Event Log, the message Connection error: SIM not ready 

Ensure that a SIM is properly installed. 

Unit does not have proper APN entered

If the proper APN is not entered, the device will not receive a Mobile IP Address. On the Administration > Mobile Status page, the Mobile IP Address will be blank, the SIM IMSI, SIM ICCID and SIM PIN status fields will display values, Signal strength will be good, but Connection error will display Not registered, Disconnect reason as Carrier loss,  and the Connections,Connection errors and Carrier loss will be incrementing.   

Ensure that the proper APN is entered by verifying the name entered under Configuration > Mobile Connectivity and possibly verifying with the provider.  Also, the provider may require a username and password.


For GSM devices

Mobile Status page for GSM devices

If provisioning fails and your device fails to connect to the cellular network, you can further examine the provisioning and connection status by navigating to the Administration> Mobile Status page in the web UI.


Key Mobile Status fields for troubleshooting - GSM devices

Following are some key provisioning-related fields on the Mobile Status page.

Mobile Status field

Description

SIM PIN status

GSM Indicates whether a PIN needs to be entered to unlock the SIM card. There are many possible status values; some common ones are:

- READY: SIM is ready. PIN has been entered or no PIN is needed.
-
 SIM PIN: PIN is required to unlock the SIM. It can be entered on the Mobile Configuration page.
-
 SIM PUK, SIM PIN2, SIM PUK2, and similar codes: SIM is locked and cannot be unlocked by the ConnectPort X2e SE Cellular device. It must be placed in another device or phone to be unlocked.
-
 Error: SIM not inserted or other SIM problem.

SIM slot index

Displayed for products that support multiple SIMs only. Indicates which SIM slot is currently in use by the device. 0 means the first slot, 1 means the second slot.

Signal strength

Received cellular signal strength indicator (RSSI). A measure of the signal level of the network. 
For GSM, a signal strength of -108 or more is equivalent to 1 bar, -93 to 2 bars, and -77 to 3 bars.

Signal level

An indicator of the received cellular signal, in bars.

0: No signal
1: Poor signal
2: Adequate signal
3: Good signal

Signal quality

An indicator of the quality of the received cellular signal, measured in dB.This value is also known as Ec/Io.

Registration status

The status of the cellular modem’s connection to a cellular network. 

-
 Not registered
-
 Registered (Home network)
-
 Searching for Network
-
 Not Registered (Access Denied)
-
 Not Available (Reason not Known)
-
 Registered (Roaming)

Mobile country code /
Mobile network code

These codes are used to uniquely identify a mobile phone operator/carrier with which the cellular modem is registered. For example, for AT&T, these codes would be 310 and 410.

Connection state

The operating state of the cellular modem:

- Initializing: Modem is being reset and configured
- Registering: Modem is searching for a network
-
 Delay before connecting: Modem is delaying after an unsuccessful connection (Verizon only)
- Connecting: Mobile data connection is being established
-
 Connected: Mobile data connection is active
- Disconnecting: Mobile data connection is ending
 
- Disconnected: Mobile data connection has ended. See Disconnect reason for the cause.
- Disabled: Mobile data connection is not enabled by configuration settings.
- No device found: Modem is not available or is malfunctioning.

Connection error

Displayed after a connection error occurs only. Indicates the reason the previous connection attempt failed:

- SIM PIN required: The SIM PIN must be entered on the Mobile Configuration page.
-
 SIM PIN incorrect: The SIM PIN entered does not match the actual one for the SIM.
-
 SIM not ready: No SIM inserted or other SIM problem.
-
 Not registered: Modem did not register with a cellular network.
-
 Dial failed: Error starting data connection.
-
 Authentication failed: Incorrect login or password entered on the Mobile Configuration page.
-
 Connection timeout: Connection did not complete.
-
 Device reset error: Modem could not be reset.
-
 Device open error: Modem is malfunctioning.
-
 Device config error: Modem could not be configured.
-
 PPP error: Internal system error

Disconnect reason

Displayed after a previous connection was ended. Indicates the reason the previous connection was ended:
-
 User requested: Initiated by user action.
- Network disconnect: Initiated by cellular network or carrier.
- Carrier loss: Poor signal or disconnected by network.
- Connection timer: Connection did not complete.
- Receive idle timer: No data received for configured receive idle time.
- Device monitoring error: Error while monitoring the modem status. May indicate a malfunctioning modem.

IP address

Internet protocol address of the mobile data interface. The device may be contacted at this IP address if permitted by the carrier.

DNS primary address

IP address of the primary Domain Name System (DNS) server assigned by the mobile carrier. This server resolves domain names to IP addresses.

DNS secondary address

IP address of the backup DNS server assigned by the mobile carrier.


For CDMA devices

Mobile Status page for CDMA devices

Following are some key provisioning-related fields on the Mobile Status page.

Mobile Status field

Description

Provisioning status

Specifies the status of the provisioning process for the cellular modem, in which it is configured with the required information used to access the cellular network.

- Not provisioned: Modem has not yet provisioned. Contact your mobile service provider to make sure your device is registered in your mobile account.
- Provisioned: Modem is configured and ready to use
- In progress: Modem is now being provisioned
- Failed: Provisioning was unsuccessful. This may be caused by a poor signal, or the cellular modem not being activated with the carrier.

Signal strength

Received cellular signal strength indicator (RSSI). A measure of the signal level of the network. 
For CDMA, a signal strength of -105 or more is equivalent to 1 bar, -90 to 2 bars, and -75 to 3 bars.

Signal level

An indicator of the received cellular signal, in bars.

0: No signal
1: Poor signal
2: Adequate signal
3: Good signal

Signal quality

An indicator of the quality of the received cellular signal, measured in dB.This value is also known as Ec/Io.

Registration status

The status of the cellular modem’s connection to a cellular network. 
-
 Not registered
-
 Registered (Home network)
-
 Searching for Network
-
 Not Registered (Access Denied)
-
 Not Available (Reason not Known)
-
 Registered (Roaming)

Connection state

The operating state of the cellular modem:

- Initializing: Modem is being reset and configured
- Registering: Modem is searching for a network
-
 Delay before connecting: Modem is delaying after an unsuccessful connection (Verizon only)
- Connecting: Mobile data connection is being established
-
 Connected: Mobile data connection is active
- Disconnecting: Mobile data connection is ending
 
- Disconnected: Mobile data connection has ended. See Disconnect reason for the cause.
- Disabled: Mobile data connection is not enabled by configuration settings.
- Provisioning: Modem is being provisioned with the mobile carrier (CDMA only)
- PRL update: Preferred roaming list is being updated
- No device found: Modem is not available or is malfunctioning.

Connection error

Displayed after a connection error occurs only. Indicates the reason the previous connection attempt failed:

- Not registered: Modem did not register with a cellular network.
-
 Dial failed: Error starting data connection.
-
 Authentication failed: Incorrect login or password entered on the Mobile Configuration page.
-
 Connection timeout: Connection did not complete.
-
 Device reset error: Modem could not be reset.
-
 Device open error: Modem is malfunctioning.
-
 Device config error: Modem could not be configured.
-
 PPP error: Internal system error.

Disconnect reason

Displayed after a previous connection was ended. Indicates the reason the previous connection was ended:

- User requested: Initiated by user action.
- Network disconnect: Initiated by cellular network or carrier.
- Carrier loss: Poor signal or disconnected by network.
- Connection timer: Connection did not complete.
- Receive idle timer: No data received for configured receive idle time.
- Device monitoring error: Error while monitoring the modem status. May indicate a malfunctioning modem.

IP address

Internet protocol address of the mobile data interface. The device may be contacted at this IP address if permitted by the carrier.

DNS primary address

IP address of the primary Domain Name System (DNS) server assigned by the mobile carrier. This server resolves domain names to IP addresses. For more information on how the ConnectPort X2e ZB device uses this value and DNS secondary address, go here.

DNS secondary address

IP address of the backup DNS server assigned by the mobile carrier.


Note:
 To reach the web interface, the button will need to be pressed on the gateway. You have about 10 seconds from the time you press the reset button to open the web interface, after which it becomes inaccessible again.   If you do not know the IP address assigned to the gateway, refer to the following knowledge base article for discovery and/or assigning an IP address:
http://www.digi.com/support/kbase/kbaseresultdetl?id=3525
 

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