I messaged you the connection log file and the eWon backup file. This was from a location that has been having a lot of issues but it has always come back online with a power cycle.
The first unit has been replaced and the connection has been perfect for 2 days now. Should have another unit replaced tomorrow. There was also a call in today to support of another lost unit. A replacement has been sent for this one as well.
Thanks for the help
Thanks, I just got the backup from the PM. FYI this is private topic an only HMS moderators and people added to this topic have access.
It looks like my suspicion is true, the logs show that it was failing DNS look ups and relying on static addresses. If it fails a dns lookup it will rely on stored working addresses. Unfortunately there addresses are not always reliable. I would like to see if setting a static DNS would resolve the issue here.
For the devices the are going on and off line if you can catch it when it is online you should be able to re-run the internet wizard selecting to enter your own DNS. You will want to then finish the wizard and test the connection. It will drop off line when it is testing the connection but will come back online after the test. If the settings cause the test to fail it will restore the old settings.
| 1543979428 | 05/12/2018 03:10:28 | dns-Read operation timeout | dns-Read operation timeout | openvpn | 79331 | -24907 |
|---|---|---|---|---|---|---|
| 1543979428 | 05/12/2018 03:10:28 | dns-No response from server | dns-No response from server | openvpn | 79331 | 24908 |
| 1543979428 | 05/12/2018 03:10:28 | dns-Unable to resolve host name (device.api.talk2m.com) | dns-Unable to resolve host name | openvpn | 79331 | 24916 |
| 1543979428 | 05/12/2018 03:10:28 | t2m-DNS failure, using static Talk2M access server | talk2m-DNS failure, using static Talk2M access server | openvpn | 79331 | -33240 |
| 1543979524 | 05/12/2018 03:12:04 | t2m-DNS failure, using static Talk2M access server | talk2m-DNS failure, using static Talk2M access server | openvpn | 79331 | -33240 |
| 1543979584 | 05/12/2018 03:13:04 | ovpn-Could not read Talk2M VPN server address, using last valid. | openvpnitf-Could not read Talk2M VPN server address, using last valid. | openvpn | 79331 | 29624 |
| 1543979675 | 05/12/2018 03:14:35 | dns-Read operation timeout | dns-Read operation timeout | unact | 79301 | -24907 |
| 1543979680 | 05/12/2018 03:14:40 | dns-Read operation timeout | dns-Read operation timeout | unact | 79301 | -24907 |
| 1543979680 | 05/12/2018 03:14:40 | dns-No response from server | dns-No response from server | unact | 79301 | 24908 |
| 1543979682 | 05/12/2018 03:14:42 | dns-Read operation timeout | dns-Read operation timeout | unact | 79301 | -24907 |
| 1543979686 | 05/12/2018 03:14:46 | dns-Read operation timeout | dns-Read operation timeout | unact | 79301 | -24907 |
| 1543979686 | 05/12/2018 03:14:46 | dns-No response from server | dns-No response from server | unact | 79301 | 24908 |
| 1543979686 | 05/12/2018 03:14:46 | dns-Unable to resolve host name (pool.ntp.org) | dns-Unable to resolve host name | unact | 79301 | 24916 |
| 1543979688 | 05/12/2018 03:14:48 | dns-Read operation timeout | dns-Read operation timeout | unact | 79301 | -24907 |
| 1543979692 | 05/12/2018 03:14:52 | dns-Read operation timeout | dns-Read operation timeout | unact | 79301 | -24907 |
| 1543979692 | 05/12/2018 03:14:52 | dns-No response from server | dns-No response from server | unact | 79301 | 24908 |
| 1543979694 | 05/12/2018 03:14:54 | dns-Read operation timeout | dns-Read operation timeout | unact | 79301 | -24907 |
| 1543979698 | 05/12/2018 03:14:58 | dns-Read operation timeout | dns-Read operation timeout | unact | 79301 | -24907 |
| 1543979698 | 05/12/2018 03:14:58 | dns-No response from server | dns-No response from server | unact | 79301 | 24908 |
| 1543979698 | 05/12/2018 03:14:58 | dns-Unable to resolve host name (pool.ntp.org) | dns-Unable to resolve host name | unact | 79301 | 24916 |
| 1543979700 | 05/12/2018 03:15:00 | dns-Read operation timeout | dns-Read operation timeout | unact | 79301 | -24907 |
Deryck
Are you saying to manually enter whatever DNS it has been using or manually entering 8.8.8.8?
Would there be anything wrong with entering 8.8.8.8 on all units? Also, how does the Flexy differ from a normal router when it comes down to finding the correct DNS address? Would a normal router be suffering the same issues?
Sorry about all the questions above. Appreciate the help.
Hi Mike,
No need to apologize I am here to help.
Yes, I’m saying use 8.8.8.8.
There should be no issues using 8.8.8.8 on all devices. There isn’t anything special about how the eWon gets its DNS address. I can only go on the errors I am seeing in the logs which is reporting that it is not able to reach the DNS. I am not aware of the ewon having any issues accessing DNS servers and I suspect this is an issue with your network or the DNS itself. We have seen some issues in the past where the Local DNS did not allow the ewon to connect but other devices were not having issues. This could be from security settings within the network preventing unknown devices from accessing the company DNS server.
I would like to investigate all the device you see having connection issues to see if there is any correlation between them. Are they all using the same or similar network connection?
Deryck
Sorry for the slow response. I should have the other units back next week. Hopefully we can get some info from these as well.
Every network these get plugged into is slightly different. I have seen some issue at C-stores where the networks are very secure and a firewall limiting outgoing access. I will have to check the location on the ones being returned. These sites were working fine but slowly started dropping.
I did try changing the DNS via a eCatcher connection last night at one of our test sites. I ended up loosing the connection to the unit. eCatcher on my computer would still connect but I could not access the eWon itself to change the DNS back. eCatcher on my phone would connect but immediately disconnect. Once onsite I changed the DNS back to DHCP and all was good again.
Thanks,
Where did you change the DNS? If it was online then the DNS change would have applied. There shouldn’t be any difference from eCatcher on your phone and eCatcher on your PC.
Deryck
Deryck,
I did not try the DNS change again. Hopefully this afternoon I can try again.
I did get back one of the units from Canada. There seems to be an issue when the unit is powered up on my desk. I have seen this exact issue on another Flexy a while back. It was returned to our vendor under warranty.
The unit powers up and all the lights flash as normal. Then all lights drop out and the power light is the only light on. Normally each port gets a green light and the WAN port gets a orange light.
Below is a picture of how it looks. If I plug into a LAN port it does flash but I can not communicate with the unit. Every few minutes it seems to do a reboot where all the lights flash but then drop out again. Seems to be either hardware or firmware related.
I really don’t want to factory reset it until you or somebody can take a look at it. From what I remember from the last one, a factory reset would not fix the issue and with no connection to it I can not reload the firmware.
Let me know what direction you want to go.
Thanks,
Hi,
Sorry for the delay.
Is the USR light sold green or flashing? Seems like something might be preventing it from booting up. Typically I would start by suggesting pulling all the extension cards but it looks like this might not have one. If we can not get it to boot we won’t be able to get a back up. The next option would be to factory reset the unit. This would clear any user set settings preventing it from booting. If it sill fails we will need to do a recovery on the device to re write the firmware.
Deryck
On power up all function lights come on then shut off. Then the port lights come on. Port lights then drop out. USR light blinks, then goes solid. Unit will sit with USR solid for 3 minutes then reboot.
Will continue to do this.
Hello,
Can you try and go through the level 2 reset procedure described in secion 7.3 of this document?
If this doesn’t work try going through the recovery procedure described in the post below:
OK. Did the factory reset and still seeing the same condition. This is the exact same issue I saw a couple months back.
Pretty sure I have another one on it’s way back here that is going to show the same condition.
Also…The last one I had was sent to Standard Electric our eWon distributor and they were also unable to make it run again.
Let me know if you want to try anything further.
Thanks
Hello,
Can we set up a time to make a all to try and run through a recovery. I just want to see how the device is responding during the recovery process to see if there’s anything else we can do for it.
Thanks,
Tim
Sure. I should be free tomorrow. Let me know when you are available.
I just received another failed unit back. This was our machine number 61-4047. This was a 3 bay site from the east coast.
Powering it up here shows some strange things. The main network connection is disabled and a setting we set in security has changed. Normally we set NAT and TF to WAN.
We did not lose all settings in the unit. I had some PLC tags stored which are still there. Just seems to have lost the network settings.
The replacement that was sent out was programmed with the same name since the one in the field was completely offline. Not sure if that could have disabled the network connection on this one being the names were the same.
I have also lost connection to this one locally many times now and had to reboot it. It has also rebooted on it’s own a few times.
Attached is the backup file from 61-4047
61-4047.zip (259.0 KB)
I should be free until 5PM EST today, can you give me a call at 312-893-5636 when you get the chance. Or can you give me a number to call you?
Sorry. I got tied up yesterday.
Let me know the next available time you have. I have a meeting at 2:00 (Central) but should be free after or all day tomorrow.
We should be free until 5PM EST if you’re still available
Thanks for the help.
The next one we need to look at is the Flexy from 61-4047. The full backup is a couple posts above.
This one dropped offline and would not come back with a power cycle.
Connection log
61_4047.csv (41.1 KB)
Hi Mike,
It looks like the backup was sent as a private message to Deryck and I’m not able to see it. Either way, Can you give us a call again and we can take a look at this second device?
Thanks,
Tim
Topic closed due to inactivity.
