Troubleshooting

General

  • Enable Debug
  • Check the output in "View Logs"
  • Run Ardexa Remote from the command line

Run Ardexa Remote from the command line

Windows

Firstly, make sure you have fully quit the current Ardexa Remote session.
  • Close the Ardexa Remote window
  • Find the Ardexa icon in the system tray (usually bottom right of the screen), right click it and select Quit
Open a Command Prompt. You do NOT need to be an administrator. Change directory to the Ardexa Remote folder and then launch Ardexa Remote.exe. For example
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C:\Users\ardexa>cd "\Program Files\Ardexa Remote"
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C:\Program Files\Ardexa Remote>"Ardexa Remote.exe"
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Ardexa Remote will start up and logs will appear in the Command Prompt. Login in like normal and perform the actions the Ardexa Support staff have requested.
Finally, you will need to copy the output to send to Ardexa Support. The easiest method is to make sure the Command Prompt window has focus and then press CTRL + A to "select all" and then press Enter to copy. Alternatively, you can use the mouse by clicking on the icon in the top left corner of the Command Prompt window and selecting the Edit menu. Click Select All, then open the menu again and select Copy
Please paste the output into your support ticket and Ardexa Support will be in touch about the next steps.

Unable to access interface: Protocol not supported

This means that wireguard was not correctly installed on the Ardexa device. To fix the error, you will need to run the following command (this will take a few minutes)
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dpkg-reconfigure wireguard-dkms
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If this gives the error kernel headers for this kernel does not seem to be installed., then you will need to run the following command and then try the dpkg-reconfigure command again
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apt install -y linux-headers-$(uname -r)
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ERR! VPN request failed: Failed to start VPN: 0

This is the same error as Unable to access interface: Protocol not supported
Last modified 4mo ago