On-site hardware troubleshooting

These checks require an on-site intervention by a technician in coordination with the Ardexa Support Team.

Make sure to coordinate with the Ardexa Support team when planning an on-site intervention to ensure remote support is available.

Required equipment for an on-site intervention:

• Ardexa device spare unit pre-configured with the required IP settings.

• Mobile phone with internet data connection.

• USB cable for mobile tethering. Ensure it allows for data transmission and not charge only.

• Replacement power supply (recommended).

• Replacement ethernet cable (recommended).

Troubleshooting

Step 1: is the Ardexa Edge Device in the Ardexa platform the same as the device on-site?

Confirm 5-digit number with Ardexa. In case of mismatch, the device can be reconfigured.

❌No - Coordinate the device reconfiguration with the Ardexa Support team.

✅Yes - Continue to step 2

Step 2: is the Ardexa Edge Device properly powered?

Check if the Ardexa Edge Device is connected to the power supply, power LED is ON, power cable is in good condition and the power supply has enough power.

❌No - Connect the power cable or replace the power supply

✅Yes - Continue to step 3

Step 3: are there any status LEDs showing abnormal behavior?

i.e. the Power LED should be green but it's blinking orange, or HDD LED off and not blinking. Note this LEDs color codes and patterns may vary depending on the hardware make and model version.

✅Yes - Coordinate with the Ardexa Support Team.

❌No - Continue to step 4

Step 4: is the ethernet cabling correctly wired and in good condition?

Ensure the ethernet cable is connected to the correct LAN port of the Ardexa Edge Device and any intermediate equipment, such as switches or routers, as well as the right network.

Ensure the cabling is in good conditions and no damage is visible. We recommend cat-5e or 6 shielded ethernet cable.

Are there any LEDs on the RJ45 ethernet connectors on or blinking? If not, this could indicate there is no network connection.

❌No - Correctly connect or replace the ethernet cabling

✅Yes - Continue to step 5

Step 5: connect the Ardexa Edge Device via USB-tethering. Is it detected by the phone?

To connect a device through USB tethering:

1. Power off the Ardexa Edge Device.

2. Disconnect it from the local network by disconnecting the ethernet cable.

3. Connect the Ardexa Edge Device to the mobile phone using the UBS cable.

4. Power on the Ardexa Edge Device.

5. Enable USB tethering in the mobile phone. Make sure to use mobile data connection (4G, 5G) and not the site’s Wi-Fi.

   1. Android: navigate to Settings > Hotspot > USB tethering. Toggle the option. If it is not available, the mobile phone has not recognized the Ardexa Device yet.

   2. iPhone: navigate to Settings > Personal hotspot or Settings > General > Network > Personal hotspot. Toggle the option.

   The process of enabling USB tethering may vary depending on your mobile phone’s OS manufacturer and version.

❌No - If the slider to enable USB hotspot is still not available or after 5-10 minutes, it is safe to assume that there is a hardware malfunction. Coordinate with the Ardexa Support Team to replace the Edge Device.

✅Yes - Continue to step 6

Step 6: is the Ardexa Edge Device online in the Ardexa platform?

❌No - Coordinate with the Ardexa Support Team for in-depth troubleshooting

✅Yes - Coordinate with the Ardexa Support Team to reconfigure the network settings