Auditing offline device events

This article provides methods for shedding insight on the causes of past Ardexa Edge Device disconnections and help isolating recurring issues.

Intro

The Ardexa Edge Devices store hardware and network information on the "black_box" table. As this data is stored in the edge, it is collected without the need for internet access. In case of disconnection, it will be stored and uploaded upon reconnection to the Ardexa platform.

There are three main connections to audit.

1. Gateway access (usually the router).

2. Internet access.

3. Ardexa platform access.

   

Configuring the offline event audit search

1. Navigate to Searches

2. Select the "black_box" table

3. Configure a timespan including the latest offline event date

4. Add some margin to investigate the behavior prior to the device disconnection

5. Add a filter to visualize data only from the offline device.

6. Drag and drop Agent Cloud connection, 8_8_8_8 IP ping and Gateway ping.

7. Click GO to search and inspect the output. The status of each parameter will help troubleshoot the connectivity issue.

These parameters indicate:

• Agent cloud connection: connection to the Ardexa platform.

• 8_8_8_8 IP ping: connection to the internet (by pinging Google’s DNS 8.8.8.8 IP address) .

• Gateway ping: Access to the router (by pinging the subnet gateway).

Note that ping will not work if ICMP protocol is not allowed in the subnet.

Search Output Interpretation

Agent Cloud Connection	8_8_8_8 IP ping	Gateway ping	Common issues	Common fixes
False	Bad	Good	No internet connection on site.	Check router’s internet connection. Reboot router. Contact internet provider.
False	Bad / No attempt	Bad	Router not reachable. Incorrect network configuration on the Ardexa Edge Device. Incorrect router configuration.	Check router configuration. If device configured via DHCP, make sure router allows for DHCP addressing. If IP is set to static, verify it’s within usable range
False	Good	Good	Firewall configuration blocking access to Ardexa platform.	Make sure firewall allows outgoing traffic from the Ardexa device to the Ardexa broker. US cluster: broker.ardexa.com TCP port 5671 EUR cluster: broker-eu.ardexa.com TCP port 5671 Custom cluster: consult internal documentation.
False	Bad	No attempt	Whole network down. No gateway (usually router) available for pinging.	Contact network manager. Manually reboot router.
True	Good	Good	None	N/A
True	No attempt	No attempt	None. For reaching the Ardexa platform, all previous connections must be communicating. There is no need for checking once the connection is established.	N/A