This is an in-depth guide for troubleshooting a network connection. It is advised to communicate with your network admin while going through these steps.
If you can ping the unit, it typically implies an issue with DNS or Gateway.
General Network Information:
The device needs to be able to make a DNS query which routes to:
188.8.131.52 - Default
184.108.40.206 - Old
220.127.116.11 - Emergency backup
It also needs to make an outbound TCP/HTTP or HTTPS connection to the host using a URL programmed into the firmware, on port 443.
DNS: If DHCP is enabled, the device makes a DNS query to the DNS server based on assigned network settings. If DHCP is disabled (i.e. static IP is enabled) it will use the DNS server at the specified IP address.
DNS uses UDP and connects to the DNS server on port 53. There are situations where the DNS may get reissued using TCP on port 53. Once installed and configured the EA800-ip communicates to the Host System on a 30-second interval. It does not accept any inbound connections.
Attention: Experience has shown that some firewall rules may consider this frequent traffic as abnormal and cause the connection to be shut down. To avoid connection trouble, check with your network administrator. Often the IP address will need to be whitelisted to be allowed back to the EA800-ip to finalize the SSL handshake.
Please verify you are on the correct firmware & bootloader, which can be checked by using the following:
At this point, the bootloader and the firmware should be up to date. Typically the bootloader won't affect the network system.
Check your current IP settings on the EA800-ip.
Note: This does not verify if you are on static or DHCP, this only shows what the IP settings are currently set.
1. Main Menu > About EA800-ip > F2(x2) Top of screen should show More Ethernet
To change a setting:
Unlock the unit > Main Menu > System > Configuration > Network > Client Mode > Cloud > Then you have the option of DHCP. If you disable the DHCP then you will be prompted to enter the IP settings manually.
If you are using DHCP, take a laptop and use DCHP, then do an: ipconfig /all to verify that information.
Put the information manually and then remove all the DNS option and put in the 18.104.22.168 manually in the DNS setting. The EA800ip will default the DNS to the 208.x.x.x when using DHCP. (The EA800-ip does not have a secondary DNS option and thus only uses the primary)
If you are using a Static IP. Repeat the step and put in your manual DNS and remove the secondary DNS.
Once you have matched the same configurations, try 2 commands.
- ping cgw.magisinsight.net or insightcgw.cloudapp.net (based on firmware)
This should reject any pings, but your DNS should resolve the address to an IP address such as 22.214.171.124, if it does not then your DNS is not resolving properly and needs to be fixed. (This is the most common issue)
- Telnet 126.96.36.199 443
By telnetting into 188.8.131.52 on port 443, you are testing to see if the firewall is blocking any of your settings. You should get a blank screen with a blinking icon. You will not be able to do anything beyond that. If you do not get the screen and instead get a blocked / connection failed, then your firewall is blocking the setting. Verify port 443 isn't being blocked. While this does not verify if a firewall will disable the connection over time, it does give a quick check on firewall blocking in general.
Firewalls generally block by MAC Address
This means that while your laptop might be able to telnet into 184.108.40.206 443, this does not verify if your firewall is blocking the EA800ip from getting a handshake back from our server. If possible, put the EA800-ip on a different network to check if you are unable to adjust firewall settings.
Use the same cable that would be on the EA800ip / port as this will ensure it's not a VLAN / cabling issue.
If you pass both of these, retry reloading the firmware/bootloader. With one additional step. Disable the cloud prior to the upgrade and keep it off until after doing a memory clearing. Then re-enable the cloud with your settings.