Cosy Logs for Dropping Offline Issue

[Brian_P_Mikeska_HOU]

Howdy,

Attached are the logs that I am referencing

Kindest Regards,

Brian

[kyle_HMS]

Hi Brian,

In order to get a better idea of what is causing these disconnects, we will need to see the internal device logs, which can be downloaded using eBuddy.

They will just need to connect to the device with eCatcher and open eBuddy, highlight the device and click Backup/Restore, check the box “Include Support Files” and click Next, and save the file.

Once we receive the backups, we will review them and let you know what we find.

Thanks a lot for you help!

Kyle

[Brian_P_Mikeska_HOU]

Thanks Kyle,

I’ve relayed to the customer and am awaiting the logs this morning.

Kindest Regards,

Brian

[Brian_P_Mikeska_HOU]

Howdy Kyle,

Please see the attached for the eBuddy logs.

Kindest Regards,

Brian

MOVED TO STAFF NOTE (321 KB)

[kyle_HMS]

Hi Brian,

This Cosy is connected to the same subnet on the WAN and LAN. It can not operate properly like this because it is a router, which routes 2 networks together.

You need to change to either change the LAN address or connect to another network on the WAN side for internet access.

See:

COSY 131 Ports

Does the Internet Port (#4) on a COSY 131 allow switching or is it solely a gateway port? For example, the customer supplies a connection to their LAN which is connected to Internet. The machine network is also on this network. They need access to machine network. If there LAN connection is plugged in to port 4, will this work for both local connectivity and remote for me?

I would also suggest updating the firmware to 13.3 and using a public DNS server like 8.8.8.8.

Kyle

[system]

Topic closed due to inactivity.