My coworker connected to our eWON Cosy & to make some LAN side changes. After rebooting it never returned to our pool of Ewons. From your eCatcher log It looks to us that the issues are on the ISP side & the fact that they started right after we rebooted is a coincidence but we’d like someone at HMS to take a look. Could we e-mail this to you?
Unfortunately, the eCatcher logs are not super helpful for troubleshooting as they mostly just record online status, emails, and connections by users on your account. Sometimes they do have some useful info, though, so if you’d like, you can reply to this forum post with them and we’ll mark the logs as visible only to staff.
What would be most helpful is a backup with support files from the device itself, as this includes the event logs with detailed error messages. You can capture this using eBuddy, though you’ll need a local connection if the device is offline. To do so open eBuddy while connected to an Ewon, select the device, click Backup/Restore, and make sure to check “include support files” before clicking through the rest of the dialogs.
Do you know what changes your coworker might have made? If they changed the LAN address the Ewon was using to something that conflicts with the WAN subnet, that could kick the Ewon off the network and prevent it from rejoining after it reboots.
The device was far away so getting the event logs isn’t an option. We suspect a LAN/WAN subnet conflict did it. Can’t say until we get out there but this was helpful. Thank you.
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