EAPro Gateway Network Troubleshooting

Please verify you are on the correct firmware & bootloader, which can be checked by using the following:

EAPro®-Gateway Firmware Update Guide

At this point, the bootloader and the firmware should be up to date. Typically, the bootloader won't affect the network system.

 

Network Setup:

1. Ensure Network is Enabled
2. Validate IP and Cloud Settings
3. PING test
4. Add Sensor
5. NTP confirmation
6. Firewall Ports
7. Port Isolation/VLAN

Ensure Network is Enabled:

Located on the board (refer to image below) toggle to enable 1: Wi-Fi // 2: Ethernet (RJ45). 

Enable the switch corresponding with the method you plan to use. ON is towards the center of the board.

NOTE: A reboot is necessary after changing a toggle setting for the UI to update properly. It is recommended to only have one toggle on

This image shows Ethernet on, Wi-Fi is off.

 

Validate IP and Cloud Settings:

NOTE: Device should be unlocked for the following procedures.

On reboot, click on Main Menu > About.

Validate there is an IP address under Ethernet MAC or Wi-Fi MAC. If the unit shows: 0.0.0.0 under both, it implies it does not have a proper IP address. 

Verify "Cloud" is enabled in: Unlock > Main Menu (Gear Icon) > Network > Cloud > Cloud = Enabled

PING test:

NOTE:  The ping test utilizes an ICMP echo request which will ping 8.8.8.8 (hardcoded), a FAIL ping test indicates the device is unable to reach outside the local network. Confirm IP and network settings.

 Main Menu (Gear Icon) > Network > Cloud > Test

Add Sensor:

A sensor is necessary to be added to the system to ensure ownership. INSIGHT doesn't recognize a device has communicated unless it receives a sensor configuration. Editing a sensor or adding a sensor forces a device/sensor configuration change.

 

NTP confirmation

Once the device sees a network connection, it will attempt to update its internal clock by NTP request. If this fails, the device does not attempt to reach INSIGHT. 

To validate this is working, remove all power from the device, (Ethernet, toggle the power switch, remove the UPS battery, and remove the cell battery)

Reboot the device by applying UPS only.

On reboot the clock will have reset to 1970. 

Reconnect network connection. 

In a few moments, the clock will auto-update to today's date. If this does not happen, then NTP is being blocked or not routed properly. Check NTP Settings.

 

Network Ports and Port Isolation

Network ports and port isolation are an advance network configuration. Please see: EAPro-GTWY Advance Network Configuration for IT Admins