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Troubleshooting Devices That Do Not Come Online

Last Modified: October 16, 2020

Bring your device(s) online by applying troubleshooting steps for one of several possible causes.

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Tip  

Wait several minutes for devices to download configurations, update an application, and/or reboot before troubleshooting.

Status on Device Dashboard Possible Cause Troubleshooting Steps
Disabled The device was manually disabled via the Action menu item on the Device Configuration page. On the Device Configuration page, select the device and then select Action menu»Enable Device.
Offline The device is in the process of rebooting. Wait several minutes to see if the status changes.
The device does not have connection information.
  1. Select the device and then select Action menu»Connection»Test Connection.
  2. If the device responds to the ping with a message other than "All tests passed", complete the following steps.
    1. Wait a few minutes before repeating the test. If the same message recurs, continue to the next step.
    2. Verify the IP address is correct.
    3. With the offline device selected, select Connection»Reset Connection from the Action menu.
    4. If the device fails to reset, physically reboot the device using the Reset button on the controller.
The device is not powered on or not connected to network.
  • Verify the physical connections to power and the network.
  • Watch the USER1 LED on the device. This LED blinks in one-second increments to indicate normal operation.
  • Physically reboot the device using the Reset button on the controller.
Unconfigured The device IP address is not configured and has never tried to connect to the InsightCM Server.
  1. Double-click the device to modify its configuration.
  2. Select the Hardware tab and then select Edit Hardware.
  3. Update the IP Address for the device and click OK.
Unauthorized The device does not have credentials that match what the InsightCM Server expects.
  1. Select the device and then select Action menu»Connection»Test Connection.
  2. If the device responds to the ping with a message other than "All tests passed", complete the following steps.
    1. Wait several minutes before repeating the test. If the same message recurs, continue to the next step.
    2. Verify that the device IP address in the web application matches the device's current IP address.
    3. With the offline device selected, select Connection»Reset Connection from the Action menu.
    4. If the device fails to reset, physically reboot the device using the Reset button on the controller.

UpdatingFirmware The device is in the process of downloading firmware and rebooting.
  1. Wait several minutes after the last action you performed in the web application before refreshing it to see if the status changes.
  2. Change the device type if the incorrect value is in the Device Type column by selecting Action menu»Change Device Type.
UpdatingConfiguration You saved the device configuration, or changes to the server triggered the InsightCM Server to update the configuration on the device. Wait at least five minutes after the last action you perform in the web application to see if the status changes.

Logging Information about the Connection Process

Enable the following tracepoints on the System page»Trace Logger tab to log events that occur specifically during the provisioning process.
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Note  

Refer to the help for the Logging Important Event Details topic for more information about enabling tracepoints and accessing the logs they produce.

Tracepoint Name Tracepoint Description
Provisioning.StateChange Reports changes in the status of a device, such as when the software configuration or application is out of date.
Device.SystemEvent.Level1 Reports about device operations, such as acquisition triggers that fire and their cause.
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Note  

This point is not available until the first device connects to the InsightCM Server.

Authentication.Srptracing Reports about operations related to authenticating device credentials.
Transceiver.Connections Reports when devices connect, disconnect, or become authorized to connect to the InsightCM Server.

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