Cozy 131 remote access


#1

Cozy 131 - Model 61330

Location – Tawain

I am having trouble getting connection with the above Ewon. I checked the logs and it appears the eWON server sees the device come online. Then 5 or so minutes later, it goes offline. It is a hardwired ethernet connection. We tested the device when it was still located here in the USA. Not sure where to direct my customer to look. Any help would be appreciated.

Regards,

Jeff Pelletier

Control.Automation.Group

401.739.6200 x101

401.864.4371

pelletier@cag-ri.com


#3

Hello,

I will gladly assist you with this issue.

Can the customer provide a backup with support logs of the unit? Once i have the backup I will be able to review the settings and logs to determine the point of error


#5

See attached log file I downloaded from the eWon cloud.

Regards,

Jeff Pelletier

Control.Automation.Group

401.739.6200 x101

401.864.4371

pelletier@cag-ri.com

8-9-19.device-logs.txt (5.74 KB)


#6

#7

Hello Jeff,

thank you for getting the device logs. However, this doesn’t provide all the information that i need.

If you could please provide a backup with support files so that i can review the unit as a whole. I have attached a document that can provide the process.


#9

Kevin,

The customer cycle power to the control panel, at which time the eWon was able to connect to the internet and the eWon servers. Thank you for your assistance.

Regards,

Jeff Pelletier

Control.Automation.Group

401.739.6200 x101

401.864.4371

pelletier@cag-ri.com


#10

Hello Jeff,

Thank you for updating me.

I am happy that this issue was resolved.