Cosy 131 Wifi connection drops out repeatedly

Ewon Support eWON Cosy
#1

Good morning,

We have a Cosy 131 (FW 14.4s1) connected via Wifi to our company WAN. The Wifi setup is straight forward with Connection via LIST, DHCP & passphrase. Our IT department setup the connection to recognize the eWon mac address and passphrase for the connection but is unable to identify why the device continuously drops out and reconnects. When connected, response is very slow and almost unusable for most devices on the eWon LAN. Connection to the eWon via web browser is possible. We have multiple eWons on the company network but all connected via Ethernet cable and this is our first Wifi connection attempt. Our IT departments wants all eWons to connect via Wifi moving forward. Any insights into the issue is appreciated. I have both event logs if needed.
Thanks very much-

A log excerpt is below.

664386128;“28/09/2022 17:28:48”;“ovpn-OpenVPN process ended”;“openvpn”;79331;1073771437
1664386129;“28/09/2022 17:28:49”;“ovpn-OpenVPN process start”;“wanmgt”;79336;1073771442
1664386178;“28/09/2022 17:29:38”;“t2m-DNS failure, using static Talk2M access server”;“openvpn”;79331;-33240
1664386209;“28/09/2022 17:30:09”;“ovpn-Cancel VPN start request”;“wanmgt”;79336;-29619
1664386209;“28/09/2022 17:30:09”;“wanmgt-Restarting permanent WAN connection”;“wanmgt”;79336;1073772933
1664386212;“28/09/2022 17:30:12”;“t2m-DNS failure, using static Talk2M access server”;“openvpn”;79331;-33240
1664386220;“28/09/2022 17:30:20”;“pla-Cannot reach WIFI SSID (CENVEO-GUEST)”;“wanmgt”;79336;20172
1664386220;“28/09/2022 17:30:20”;“wanmgt-Connect WAN required to reach (92.52.111.213)”;“openvpn”;79331;1073772928
1664386237;“28/09/2022 17:30:37”;“wanmgt-Open WAN interface”;“openvpn”;79331;1073772969
1664386237;“28/09/2022 17:30:37”;“wanmgt-WAN connection request has time out”;“openvpn”;79331;31108
1664386237;“28/09/2022 17:30:37”;“wanmgt-No route to connect to (92.52.111.213)”;“openvpn”;79331;31105
1664386237;“28/09/2022 17:30:37”;“esock-WAN connect on demand failed”;“openvpn”;79331;22714
1664386237;“28/09/2022 17:30:37”;“wanmgt-Restarting permanent WAN connection”;“wanmgt”;79336;1073772933
1664386249;“28/09/2022 17:30:49”;“wanmgt-Open WAN interface”;“wanmgt”;79336;1073772969
1664386250;“28/09/2022 17:30:50”;“ovpn-OpenVPN process start”;“wanmgt”;79336;1073771442
1664386264;“28/09/2022 17:31:04”;“bidiproto-All users disconnected”;“biditr”;79354;1073779925
1664386268;“28/09/2022 17:31:08”;“main-Real Time Clock (GMT/UTC) updated (from: 2022-09-28T17:31:07+00:00 to: 2022-09-28T17:31:08+00:00, ntp update took 30s)”;“unact”;79301;1073762139
1664386279;“28/09/2022 17:31:19”;“main-Real Time Clock (GMT/UTC) updated (from: 2022-09-28T17:31:19+00:00 to: 2022-09-28T17:31:19+00:00, ntp update took 11s)”;“unact”;79301;1073762139
1664386449;“28/09/2022 17:34:09”;“bidiproto-User connected”;“biditr”;79354;1073779924
1664386467;“28/09/2022 17:34:27”;“bidiproto-User connected”;“biditr”;79354;1073779924
1664386467;“28/09/2022 17:34:27”;“muting (pattern of 1 event)”;“biditr”;79354;-20205
1664386821;“28/09/2022 17:40:21”;“pattern of 1 event muted 1 time”;“openvpn”;79331;-20205
1664386821;“28/09/2022 17:40:21”;“ovpn-OpenVPN process ended”;“openvpn”;79331;1073771437
1664386821;“28/09/2022 17:40:21”;“ovpn-OpenVPN process start”;“wanmgt”;79336;1073771442
1664386850;“28/09/2022 17:40:50”;“bidiproto-All users disconnected”;“biditr”;79354;1073779925
1664386916;“28/09/2022 17:41:56”;“bidiproto-User connected”;“biditr”;79354;1073779924
1664387138;“28/09/2022 17:45:38”;“ovpn-OpenVPN process ended”;“openvpn”;79331;1073771437
1664387139;“28/09/2022 17:45:39”;“ovpn-OpenVPN process start”;“wanmgt”;79336;1073771442
1664387187;“28/09/2022 17:46:27”;“t2m-DNS failure, using static Talk2M access server”;“openvpn”;79331;-33240
1664387232;“28/09/2022 17:47:12”;“ovpn-Cancel VPN start request”;“wanmgt”;79336;-29619
1664387232;“28/09/2022 17:47:12”;“wanmgt-Restarting permanent WAN connection”;“wanmgt”;79336;1073772933
1664387235;“28/09/2022 17:47:15”;“t2m-DNS failure, using static Talk2M access server”;“openvpn”;79331;-33240
1664387244;“28/09/2022 17:47:24”;“wanmgt-Open WAN interface”;“wanmgt”;79336;1073772969
1664387245;“28/09/2022 17:47:25”;“ovpn-OpenVPN process start”;“wanmgt”;79336;1073771442
1664387257;“28/09/2022 17:47:37”;“bidiproto-All users disconnected”;“biditr”;79354;1073779925
1664387265;“28/09/2022 17:47:45”;“main-Real Time Clock (GMT/UTC) updated (from: 2022-09-28T17:47:44+00:00 to: 2022-09-28T17:47:45+00:00, ntp update took 20s)”;“unact”;79301;1073762139
1664387277;“28/09/2022 17:47:57”;“bidiproto-User connected”;“biditr”;79354;1073779924
1664387588;“28/09/2022 17:53:08”;“ovpn-OpenVPN process ended”;“openvpn”;79331;1073771437
1664387589;“28/09/2022 17:53:09”;“ovpn-OpenVPN process start”;“wanmgt”;79336;1073771442
1664387666;“28/09/2022 17:54:26”;“biditr-Failed to open the biditr TCP socket”;“biditr”;79354;37913
1664387672;“28/09/2022 17:54:32”;“biditr-Failed to open the biditr TCP socket”;“biditr”;79354;37913
1664387672;“28/09/2022 17:54:32”;“muting (pattern of 1 event)”;“biditr”;79354;-20205
1664387737;“28/09/2022 17:55:37”;“pattern of 1 event muted 9 times”;“openvpn”;79331;-20205
1664387737;“28/09/2022 17:55:37”;“ovpn-OpenVPN process ended”;“openvpn”;79331;1073771437

#2

Hello @richard.higgins,

I appreciate the logs you posted, but can you please provide the backup with support files of the device?
The backup contains more info, and it will help us find out more about your device and the potential cause of the current issue.
Meantime, updating the firmware of your Cosy to the latest version might help speed things up. The slow connection could be due to the location of the ewon (both physically and VPN server it is connected to), and the signal strength of your site network.

Thanks in advance,
Juliana

#3

MOVED TO STAFF NOTE (194.5 KB)
Hello Juliana,

Please see the attached backup.

Thank you

#5

Thanks @richard.higgins!

Juliana

#6

@richard.higgins,

From the logs, looks like your network is still blocking the ewon to reach our Talk2M server. Can you please recommend your IT department to whitelist all the addresses found here: Ewon Technical Support - Talk2M VPN Servers

Also, your SSID CENVO-GUEST is not responding to the ewon’s connection request constantly. Can you check if the signal strength of the wifi is good for the ewon’s current location?

Thanks in advance,
Juliana

#7

Hello Juliana,

This Cosy131 is implemented in a production environment with many wifi access points, all with strong signals. Our IT team has been analyzing the situation and determined the Cosy 131 switches access points every 4 minutes or so causing the drop outs. They have a few questions:
Cosy131 capabilities?
1). support HT, HE capabilities
2). support A or G or both
3). other wireless capabilities in general
4). Is there an Ewon support person that could join a webex with our IT team in the near future?

Thanks so much for the help. This is our first of many wifi installations so we’re obviously trying to get it right.

#8

Hello @richard.higgins,

Regarding your current Cosy 131, it does not support HT or HE, you can find more information on our user manual for this cosy ig-0022-00-en-cosy-131.pdf (windows.net) and specs Ewon Cosy 131 - WiFi

image
image818×785 83.8 KB

Since you mentioned that you are looking to doing more installations with our ewon, I would suggest getting the COSY+ as it would support HT and other features.
To setup a meeting with your IT team and HMS please reach out to our Inside Sales department at +1 (312) 829 0601 or Contact HMS for Ewon products , and they will take care of it.

Thanks in advance,
Juliana

#9

Also,

Regarding your case, please enable wifi debugging, so we can gather more information about the wifi: Go to the cosy’s interface → Setup → System → Storage → Tabular edition → Edit SYSTE cfg → serach for “WIFI_DEBUG” ->add the value 1.

Once you’ve enabled the wifi debugging, you’ll be able to see more details about your wifi in real time logs. Go ahead and get another backup with support files, and send it to us.

Please download our Talk2M checker Ewon Technical Support - Talk2M VPN Servers and send us the results of your testing as well.

Thanks in advance,
Juliana

#10

Hello Juliana,

Thank you for the reply. Backups are attached as requested. Note: I disabled WifiAutoScan (at the same time enabled WIFI_DEBUG) in attempt to prevent the Ewon from switching access points. So there should be a few hours of relevant data.

Thanks so much for your help.

Rich

MOVED TO STAFF NOTE (33.0 KB)
MOVED TO STAFF NOTE (281.6 KB)

#12

Hello @richard.higgins,

My apologies for the delay! The backup shows that the cosy stopped switching from 1 access point to another, as expected; however, it is still showing a connection rejection from your SSID.

Has the connection of the ewon improved since we last talked?

Best regards,
Juliana

#13

Hello Juliana,

Our IT department has been working on the issue with no success to date. They modified the network to not enable HT and also made changes to NTP under “clock setup”:
Update of clock via NTP
Added a NTP IP address
Used default 123 NTP server port
Update time interval 1440

We also replaced Cosy 131 Wifi with an identical unit and latest firmware but experience the same issues of being disconnected on approximately 4 minute intervals for several minutes.
IT then suggested creating a new SSID specifically for eWon which is yet to be implemented.
I will reply when this is eventually sorted out, but will also appreciate any further ideas you may have.

Thank you much for the support.