eWon will not go online

ewon
flexy

#1

I have a customer in China with a Flexy unit that is having problems going online. The setup for a DHCP connection, and appears to have passed the internet connection test, but I cannot seem to figure out why it will not go online.
My first thought is to have them set it up as a Static address to see if that resolves the issue, but beyond that, I don’t have much of an idea. It seems most problems I run into with these units are customer network related.
I have included a screenshot of the event log and main browser page. Maybe someone will be able to point me in a direction to resolve this?


#2

Hello,

I would update the device to the latest firmware. China is a little bit more difficult because of their national firewall.

I would first determine what there network setup is like DHCP vs Static Network.
Update the firmware of the unit to the latest build. This has to be done sequentially 12.->13.0->14.0-> latest

Also confirm with there IT what DNS they are using to eliminate the DNS erros.

I have embedded the talk2m server infomration to assist their IT Network with firewall settings.

They may need to use the UDP, as TCP is blicked by China’s firewall.


#4

Kevin,

Thank you. I will pass along this information and should have some sort of answer tomorrow morning.

I will update you as I receive information.

Thank you,

Corey


#5

Still waiting on a reply from the customer. They made the IP changes, but I am unclear about the firmware.
Do you guys have any reps in China? Or that speak fluent Chinese? I have a feeling they are not fully understanding everything I’m telling them.


#6

Hello,

This is the contact information for the sales department in China. They should be able to forward this issue to their support:

https://www.hms-networks.com/contact/detailed-contacts/asia/china-taiwan