Many issues are resolved by updating to the latest SmartServer software. Review the SmartServer release notes before upgrading or re-imaging to a different software version. For issues that require diagnostics, this section provides some helpful hints to troubleshoot various issues that you may experience using the SmartServer.

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Use Cases

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Warnings

The following list provides use-case specific warnings for the SmartServer.  These warnings are in addition to the warnings listed for your SmartServer release in the SmartServer Release Notes.

• BACnet – Use SmartServer 3.6 Update 3 or higher. SmartServer 3.6 Update 3 includes fixes for BACnet broadcast message handling.
  
  
• LoRaWAN – Use SmartServer 4.2 or higher.
  
  
• LON IP-852 routing – Use SmartServer 3.5 or higher. SmartServer 3.5 improves support for disconnected or unreliable LAN or WAN Ethernet connections.
  
  
• LON U60 and U70 network interface noise issues – If you are using a LON U60 or U70 network interface that is attached to a LON FT, TP-1250, or PL-20 channel with very high levels of electrical noise, then the noise can cause USB communication failures in the SmartServer.  One symptom of electrical noise is an EMI? error in the /var/log/kern.log file. You can reduce the electrical noise that enters a SmartServer from the LON channel by installing a ferrite clamp on core filter onto the U60 or U70 USB cable.  An example filter is available at https://www.mouser.com/ProductDetail/623-0431164281.
  
  
• LON PL-20 power line networks using the U70 network interface – Use SmartServer 3.6 Update 5, 4.1 (Beta), or newer, with U70 Firmware 2.0.  If your U70 has U70 Firmware 1.0, then you can update the firmware as described in Updating the U70 Firmware. The SmartServer and U70 must have compatible versions as described in the U70 Firmware release notes.  U70 Firmware 2.0 improves the reliability of the communication between SmartServer and U70 and fixes the issue that causes the U70 to stop working and show a CENELEC error on the SmartServer Configuration page LON tab.

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• SmartServer IoT LEDs and Buttons – to determine if the SmartServer hardware is operating properly.
• U60 LEDs
• U70 LEDs and Buttons

Troubleshooting Scenarios

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When you first access your SmartSever, follow the procedure in the Configuring the SmartServer IP Address and Hostname (Release 3.4 to 4.1) section to change the LAN/WAN ports that you are using from Startup Mode to Static IP Address or DHCP. Failure to do so may result in flaky Ethernet connections especially if you unplug and re-plug in the SmartServer, or if there are issues on the Ethernet connection. This may happen because startup mode looks for DHCP, and if not found, it falls back to a static IP address. Therefore, if you experience issues on the Ethernet channel, or if you unplug and re-plug in the Ethernet cable, then the SmartServer may not know whether it is using DHCP or static IP addresses. Changing the Ethernet ports to Static IP Address or DHCP when you first access the SmartServer eliminates this problem.

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Changing back and forth between IMM and DMM is not supported. Therefore, you must first discern which mode of operation (DMM or IMM) your application requires and then maintain that mode. For IzoT CT and IzoT Net Server networks, when you are using the SmartServer routers, you will first need to change to IMM before commissioning the SmartServer routers in IzoT CT or IzoT Net Server. See the workaround below if you mistakenly used DMM.

Add a ferrite clamp onto the U60/U70 USB cable to reduce LON channel noise (similar to one used for the SmartPhone as seen here: https://www.usbfirewire.com/parts/rr-fh0-500b.html).

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If you experience problems with the U60 or U70, then add a USB 2.0 ferrite clamp onto the USB cable to reduce LON channel noise. See https://www.usbfirewire.com/parts/rr-fh0-500b.html

See the steps below for more information and diagnostics. 

1. Verify that the U60 or U70 is up using one of the following methods:
   1. Use the LON Configuration page to see if the U60/U70 appears under LON interfaces.
      1. Use the console/SSH command ifconfig and check the lon#. There should be one lon# per U60/U70.
   2. If the U60 or U70 do not appear, then perform the following:
      1. Verify whether these devices are plugged in.

      2. Check for USB noise by looking for EMI? in the SmartServers.

         1. For SmartServer release 4.0 and higher (most of the important logs are now in the /var/log/syslog): 
            1. Go to the System Configuration Web page and click on the Logs button which will download the file to your PC (usually downloads folder).
            2. Extract the *.tgz - on windows you can use 7-zip to extract the files.
               1. During the extraction process you may see a Confirm File Replace dialog pop up. If you see this dialog click the Auto Rename button.
            3. Extract the *.tar file.
               1. During the extraction process you may see a Confirm File Replace dialog pop up. If you see this dialog click the Auto Rename button.
               2. As some of the files in the *.tgz are symbolic links which may not be supported by Windows, wait until the progress bar is completely green and the click the Close button.

               3. Look for EMI? in  /var/log/syslog, using console/SSH. 

                  Code Block
                  sudo grep "EMI?" /var/log/syslog

                  
                  

         2.  For Smartserver 3.6 and prior releases:

            1.  Look at /var/log sys.log, kern.log, and error files using the commands below. If you see EMI? in the log files, then you need to add a filter, like a USB 2.0 ferrite bead clamp onto the U60/U70 USB cable.

               Code Block
               title Console/ssh commands to look for looking for EMI?
               sudo grep "EMI?" /var/log/kern.log sudo grep "EMI?" /var/log/error sudo grep "EMI?" /var/log/syslog

               
               

      3. Reboot the SmartServer.

         If the U60/U70 continuously stops working after power cycles, then perform the following:

         1. For SmartServer 3.6 only, enter the following SSH command (this command may allow the U60/U70 to come up, but it is not a fix):
            

            Code Block
            sudo /sbin/apollo-usbreset start

            
            

         2. For all SmartServer versions, add a USB 2.0 ferrite bead clamp onto the U60/U70 USB cable.
            
            

   3. Verify that the LTE and LTX services are running.
      1. For SmartServer release 4.0 and higher:
         1. Check if LTE and LTX services are running. The LTE and LTX may get restarted if you import or make changes to an XIF file or re-import Resource File Set XML file.

         2. Check the current status of these services using the following ssh commands. The example below shows the U60 working.

            Code Block

            $ sudo smartserverctl status alarm ACTIVE 1h 4min bacnet ACTIVE 1h 4min core ACTIVE 1h 4min datapoint-connection-manager ACTIVE 1h 4min datapoint-controller ACTIVE 1h 4min datapoint-get ACTIVE 1h 4min enocean-driver ACTIVE 1h 4min formatter ACTIVE 1h 4min housekeeper ACTIVE 1h 4min iap-controller ACTIVE 1h 4min init ACTIVE 1h 4min lim ACTIVE 1h 4min loader ACTIVE 1h 4min logger ACTIVE 1h 4min lon ACTIVE 1h 4min lte ACTIVE 1h 4min ltx ACTIVE 1h 4min lwd ACTIVE 1h 4min modbus ACTIVE 1h 4min monitoring ACTIVE 1h 4min mosquitto ACTIVE 1h 4min node-red ACTIVE 1h 4min pyro4-ns ACTIVE 1h 4min query ACTIVE 1h 4min reboot-manager ACTIVE 1h 4min resource-publisher ACTIVE 1h 4min scheduler ACTIVE 1h 4min secmount ACTIVE 1h 4min services ACTIVE 1h 4min smartserver ACTIVE 1h 4min storage-manager ACTIVE 1h 4min apollo@smartserver-17qam88:~$

            
            

         3. You can also restart these services as they may get out of sync (for example, you may have deleted a device in the CMS, but it did not get cleared from MQTT) using the following command: 

            Code Block
            sudo smartserverctl restart lon

            
            

      2. For SmartServer 3.6 and prior releases:
         1. Check if lon:echlte and lon:echltx services are running. The LTE and LTX may get restarted if you import or make changes to an XIF file or re-import Resource File Set XML file.

         2. Check the current status of these services using the following ssh commands. The example below shows the U60 working.
            

            Code Block

            sudo supervisorctl status ~$ sudo supervisorctl status apollo-init EXITED Dec 19 06:29 AM core:echhousekeeper RUNNING pid 1159, uptime 4:21:35 core:echlim RUNNING pid 1163, uptime 4:21:35 echbacnet RUNNING pid 1155, uptime 4:21:35 echmodbus RUNNING pid 1240, uptime 4:21:34 echopcua-server STOPPED Not started lon:echlte RUNNING pid 3627, uptime 4:19:57 lon:echltx RUNNING pid 3626, uptime 4:19:57 ready EXITED Dec 19 06:29 AM services:echalarm RUNNING pid 1208, uptime 4:21:35 services:echapollo-rp-launch RUNNING pid 1236, uptime 4:21:34 services:echconnection RUNNING pid 1214, uptime 4:21:35 services:echdatapointcontrol RUNNING pid 1216, uptime 4:21:35 services:echdatapointget RUNNING pid 1227, uptime 4:21:35 services:echformatter RUNNING pid 1229, uptime 4:21:35 services:echiap-controller RUNNING pid 1239, uptime 4:21:34 services:echloader RUNNING pid 1185, uptime 4:21:35 services:echlogger RUNNING pid 1170, uptime 4:21:35 services:echmonitoring RUNNING pid 1174, uptime 4:21:35 services:echquery RUNNING pid 1180, uptime 4:21:35 services:echscheduler RUNNING pid 1237, uptime 4:21:34

            
            

         3. You can also restart these services as they may get out of sync (for example, you may have deleted a device in the CMS, but it did not get cleared from MQTT) using the following command (include the : at the end of the command):
            

            Code Block
            sudo supervisorctl restart lon:

            
            

2.  Use NodeUtil to see if device status "s" works.

   1. Using NodeUtil: Make sure that an RNI is set up for the U60 or U70. Next make sure you set up a RNI in the PC Windows Control panel > LonWorks Interfaces applet. 

      1. Start NodeUtil (e.g., nodeutil -dx.default.215) using a DOS command prompt.

      2. Add the device neuron Id (from the CMS Device Widget) to NodeUtil using the "a" add command. Next click "g" followed by return and then "s".

   2. If NodeUtil device status works, then:
      1. Make sure the device is configured for the correct domain Id.
         1. Press "d" for domain in nodeUtil which will show you the device's domain ids. You can look at the SmartServer Configuration Page LON tab for the current domain id.
      2. If the domain ids are correct, then restart the LON drivers as shown above. 

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Instructions are based on BACnet Client or BACnet Server:

BACnet Client – real BACnet devices and you use the SmartServer CMS to read and write to BACnet devices.

Verify that BACnet is enabled.

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If you experience problems with the U60 or U70, then add a USB 2.0 ferrite clamp onto the USB cable to reduce LON channel noise. See https://www.usbfirewire.com/parts/rr-fh0-500b.html.

1.  Once you enable repeating static/dynamic, you cannot revert to non-repeating. Doing so requires that you perform a database reset using the System Configuration page that deletes all of your settings and devices. Once repeating is enabled, you can change between static and dynamic. 
   
   You typically will enable dynamic repeating to cause the SmartServer to set up repeating chains based on power line communication. In most cases, you will use dynamic repeating so that the SmartServer periodically checks the network and sets up the best repeating path based on current channel impairments.
   
   After you change the power line communications setting in the SmartServer LON Configuration page and press the Power Line Communications Update button, you need to reboot the SmartServer.
   
   

   1. Devices appear red in the CMS – if you are using repeating (static or dynamic), then you can use the DCI console commands to see the devices' current state and repeater chains. If the CMS Devices widget shows red devices, but the dcxshowdevices shows that devices are up, then use the CMS Devices widget to /wiki/spaces/TEMP/pages/1478027. This test will determine whether communication is truly down.
   2. Check the SmartServer Configuration Page LON Tab to see if the U70 is working.
      1. If U70 is not working you many need to upgrade the U70 software (and SmartServer software), and add a filter. See CENELEC note above for upgrading U70 software, and U60 and U70 USB 2.0 Ferrite Bead filter note. for filter details.
         1. Even there is no issue with the U70, you may want to add these enhancements to prevent future issues.
   3. Using NodeUtil – when power line repeating is enabled, NodeUtil can only be used to communicate edge devices, which can be reached directly by the SmartServer. NodeUtil cannot be used to communicate to edge devices that require a repeater since there is no way to specify a repeater path with NodeUtil.
   4. Using LonScanner – LonScanner can only see traffic locally; therefore, you will only see traffic that the SmartServer can hear. LonScanner sees packets that go to devices that the SmartServer can communicate directly to (1 hop). For devices that require repeaters (2 or more hops), in most cases, LonScanner will not show the packets in between repeaters and the destination device. 

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1. Provide the SmartServer software version. The software version appears on the Configuration page System tab, the CMS dashboard, and when you log into an SSH/console session.
   
   1. Provide the SmartServer serial number.
      1. The SmartServer datecode is part of the SmartServer serial # is found on the SmartServer label.
         1. Only use the label serial number for RMAs. 
         2. You can also see the serial # on the SmartServer Configuration Page System tab and when you ssh/console in.
            1. Note, these values are changed when restoring a backed-up or cloned system image; cannot be used for RMAs.
      2. Format: 44yywwrxxxxx, where ww is the week of the year, yy is the year, and r is hardware revision. xxxxx indicates other characters in the serial #.
         Example Serial # 442031F00100:  Datecode = 2031F which means 31st week in year 2020 with Rev "F" hardware (Quad core). Rev A-D are dual core, Rev F+ are quad core.
   2. For license issues also provide the SmartServer install code (Look at System Configuration page or label on back of SmartServer).
   3. Provide additional information, such as:
      1. Identify when the problem started.
         1. Example: the problem happened after a GLPO update (i.e., an update using the CMS Devices widget, Update action), re-image, or restoring a previous backup.
      2. Identify whether this a new problem, or whether this problem always existed.
      3. Provide screen captures or videos of error messages, web pages, or console/SSH commands.
         
   4. Provide SmartServer log files.
      1. For SmartServer release 4.0 and higher - Most of the important logs are now in the /var/log/syslog. 
         1. Go to the System Configuration Web page and click on the Logs button which will download the file to your PC (usually downloads folder).
         2. Extract the *.tgz - on windows you can use 7-zip to extract the files.
            1. During the extraction process you may see a Confirm File Replace dialog pop up. If you see this dialog click the Auto Rename button.
         3. Extract the *.tar file. 
            1. During the extraction process you may see a Confirm File Replace dialog pop up. If you see this dialog click the Auto Rename button.
            2. As some of the files in the *.tgz are symbolic links which may not be supported by Windows, wait until the progress bar is completely green and the click the Close button.
         4. The /var/log/syslog contains the most of the important log information.
            1. In older Smartserver version (prior to release 4.0) each driver (like lte, ltx, or BACnet) had their own log file. Starting with 4.0 these logs are now combined in syslog. 
      2. For SmartServers 3.6 and prior, some log files cannot be copied with the apollo login. 
         1. You can retrieve the log files in one of the following ways:
            1. Use WinSCP with root login (not supported if enhanced security, available with SmartServer 3.5 or higher, is enabled; see Enhancing Security/wiki/spaces/TEMP/pages/209397555) to copy all files and directories in 
               /var/log
            2. If you are using SmartServer 3.5 or higher, and enhanced security is enabled, then go to the System Configuration page and temporarily disable Enhancing Security/wiki/spaces/TEMP/pages/209397555. Use WinSCP with root login to copy all files and directories in /var/log, and then re-enable enhanced security using the System Configuration page.
               /var/log

            3. Create a log tar file (like a windows zip file) using the apollo login for both SSH and WinSCP.
               Run the following two SSH commands (these commands can be used with enhanced security enabled or disabled), and use an SFTP application (e.g., WinSCP) to copy the file /var/apollo/data/logs.tar.gz.
               

               Code Block
               sudo tar -czvf /var/apollo/data/logs.tar.gz /var/log sudo chown apollo /var/apollo/data/logs.tar.gz

               
               

         2. If you have any issues with the CMS, then provide the Karaf log files. 
            1. The location of the files is dependent on the SmartServer version number. 
                   /home/apollo/echelon-container-devel-xx.xx.xxx/data/log/karaf.log
                       where xx.xx.xxx is the SmartServer version number
               For example, SmartServer 2.61.005:
                   /home/apollo/echelon-container-devel-2.61.005/data/log/karaf.log   
            2. To read the last 2000 lines in the file, use the following ssh/console command:
                   tail -2000 /home/apollo/echelon-container-devel-2.61.005/data/log/karaf.log
   5. Provide an Export of the CMS Settings:
      1. For SmartServer 3.5 and higher, use the Import/Export button ().
      2. For SmartServer 3.4 and prior, use the CMS Settings button ().
         
         
   6. Before processing any warranty returns (RMA) or if the SmartServer is out of warranty
      1. Try re-imaging the SmartServer to the latest supported software for the hardware as a re-image fixes most issues.
      2. In some cases in addition to the re-image you may need to do additional reset database or restore to factory to correct an issue.
         
         
   7. Open a Support ticket:
      1. Open a support ticket at https://support.enocean.com/help. This usually provides the fastest response time from our support team.
      2. Send an email to edge.support@enocean.com.