Remote checks

These checks can be performed remotely with support from your site IT team.

You may need to contact your site's IT team for support on some of these checks.

1. Check plant internet connection status. Is the internet connection stable?

2. Cross-check the date the device went offline with on-site changes and incidents

1. Were there any on-site hardware changes?

2. Were there any networking changes?

   1. Has the router been replaced or modified in any way? (i.e. software updates)

   2. Has the firewall been modified?

   3. Is the device IP still valid?

   4. If the address is DHCP, is DHCP allowed in the router?

   5. Is another device configured with the same IP address?

   6. If the address is static IP, is this the right IP address? Is it still valid within the subnet?

3. Ensure the current network configurations still match the Ardexa device configuration.

   1. Addressing mode (DHCP or static)

   2. IP address

   3. Subnet

   4. Gateway

   5. DNS

If network configuration is not available in your records, contact the Ardexa Support Team trough the email [e-mail] for the latest network configuration.

If the configuration does not match, use an alternative internet connection (i.e. USB tethering) to reconfigure the network settings on the Ardexa device (please reefer to the on-site checks section).

3 . Is the firewall allowing communication between the device and the Ardexa broker TCP port 5671? These rules can be checked on the router.

1. Is the device reachable within the subnet?

   1. Is IT able to ping the Ardexa device's IP address on the network?

2. (If applicable) between offline events, was it able to connect to the following?

   1. Did it have gateway (router) access?

   2. Did it have internet access?

   3. Did it have access to the Ardexa platform?

   This information can be found as follows:

   1. Configure a search to check network access. Navigate to Searches. Select the black_box table and configure a timespan including the latest offline event date. Add some margin to investigate the behavior prior to the device disconnection. Add a filter to visualize data only from the offline device.

      
   2. Configure the search output. Drag and drop Agent Cloud connection, 8_8_8_8 IP ping and Gateway ping. See below screenshot. These parameters indicate connection to the Ardexa platform, connection to the internet (pinging Google’s DNS 8.8.8.8 IP address) and router (subnet gateway) access respectively. Note that the ping command will not work if ICMP protocol is not allowed in the subnet.

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

      
   4. For common issues and fixes, see the following table.

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 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.

Further troubleshooting steps

If no issues were found while executing the previous checks, please contact Ardexa Support Team by sending an email to [e-mail] or by raising a support request using the “Help” button through your Ardexa workgroup.

Include the troubleshooting steps taken, fix attempts, steps to replicate the ongoing issue and screenshots.

After confirmation from the Ardexa Support team, it is possible that an on-site intervention is required. In that case, please follow the steps in the next section.