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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 with the SmartServer. See Using the LEDs and Buttons to determine if the SmartServer hardware is operating properly.

In addition, a list of useful console/SSH commands for troubleshooting and checking the SmartServer health are provided (see Using Console / SSH commands). For help outside the scope of these sections, go to the EnOcean Support Portal Knowledge Base (KB).

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1. A console/ssh application, like putty.
   1. Use an USB cable to access the SmartServer console to determine the SmartServer IP addresses and to watch the boot process.
   2. Use SSH for most other console/SSH commands.
      
      
2. An SFTP application, like WinSCP, to copy and read files on the SmartServer.
   
   
3. MQTT explorer Explorer to monitor MQTT traffic on the SmartServer platform.
   1. Requires IAP/MQ ports to be open (Features Configuration page) before you can view MQTT traffic. 
   2. Enhanced Security (available with SmartServer 3.5 and higher, System Configuration page) defaults to these ports being disabled. 
      
      
4. LON devices only – LonScanner Protocol Analyzer to monitor channel bandwidth and packets.
   1. You can download the LonScanner Protocol Analyzer for free. Use the LonScanner 5 link.
      1. Most LON channels are half duplex; therefore, maintain a sustained bandwidth below 40% for optimal performance.
      2. For SmartServers using power line repeating.
         1. LonScanner Protocol Analyzer allows you to see all packets for devices in which the SmartServer can directly communicate to the destination device.
         2. Packets between repeaters, or between a repeater and the destination device, are typically not shown in LonScanner. 
      3. For SmartServer networks where you also have a U10/U60 or U20/U70, you can open two LonScanner windows to check communication at both the SmartServer and a problem device.
         1. With LonScanner Protocol Analyzer, you can see if network traffic makes it through the network and whether the destination device responds. 
            1. If you do not see a response either there is an issue with the channel (e.g., FT-10 there is a short or broken connection) or the device is down
            2. If you see repeated packets and a delayed response this may mean the channel bandwidth is too high, the device is taking too long to respond back or there are impairment on the Lontalk channel.
            3. Some channel impairment, like motors running may cause a temporary interruption in communication.  
         2. To see packets at both ends (at the SmartServer and at the edge device) you will need to take your laptop near the problem device and use a U10/U60 or U20/U70 to look at traffic at the device.
            1. Open a LonScanner window for the SmartServer LonScanner RNI.
               1. Verify that the Protocol Analyzer is enabled on the SmartServer LON Configuration page and that a LonScanner RNI is created in the control panel LonWorks Interface applet.
            2. Open another LonScanner window for the U10/U60 or U20/U70.
   2. NodeUtil diagnostic tool allows you to determine whether you can communicate to a device.   
      1. Example: if you are using a SmartServer RNI "x.default.176"
         nodeutil -dx.default.176

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To find the SmartServer IP address, connect your laptop to the SmartServer console port and run ifconfig. See Finding the SmartServer IP  or if your PC is on the same IP subnet as the SmartServer then try accessing it using the SmartServer host name (e.g., for host name "17q2eyh"  use "https://smartserver-17q2eyh.local"). See Finding the SmartServer IP Address.

When you first access your SmartSever, follow the procedure in the Configuring the SmartServer IP Address and Hostname 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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4. I cannot access the SmartServer Configuration page.

The  SmartServer Configuration pages (e.g., the System or Network Configuration page) allow  allows you to specify the SmartServer IP address and other hardware configurations.

1. Verify that you are you using https://<smartServer IP address>. HTTP will not work.
2. Determine whether you downgraded the SmartServer software from release 4.0 and higher to 3.xx.
   
   1. Starting with SmartServer 4.0, certificates and keys are now encrypted to improve security, but the older software versions do not know what to do with the encrypted certificates and keys. Consequently, a re-image from SmartServer 4.0 and higher to 3.xx will partially fail without any error message.
      1. If you have experience this issue, after downgrading, you will be able to access the SmartServer Configuration pages and the Mosquito service will not work; however, you will be able to access the SmartServer CMS.  
      2. To remove SmartServer 4.0 and higher certificates (this can be done before or after doing a re-image), perform one of the following using console/SSH commands:

         1. Using script:

            Code Block
            title Removing 4.0+ certificates
            sudo cd to /var/apollo/data/certs sudo chmod 755 prep_for_3.x.sh sudo ./prep_for_3.x.sh

            
            

         2. Using remove commands (you will need to modify the command based on the SmartServer hostname):

            Code Block
            title Format: Replace <hostname> with your SmartServer's hostname
            sudo rm /etc/ssl/certs/message_broker/ sudo rm /var/apollo/data/certs/<hostname>.echelon.cloud

            
            

            Code Block
            title Example: SmartServer with the hostname SmartServer-17qehie
            sudo rm /etc/ssl/certs/message_broker/ sudo rm /var/apollo/data/certs/SmartServer-17qehie.echelon.cloud

            
            

3. Does the Web page show something like NET:ERR_CERT_DATE_INVALID Error when using signed certificates when using something like https://smartserver-17qehie.echelon.cloud
   1. This may mean that the Certificate timed out. The SmartServer will try to automatically renew the certificate, but it looks like SmartServer was not able to do that.
   2. To continue using signed certificates you will either need to manually re-new the certificate using KB1455.
   3. Alternatively, you can just use the SmartServer IP address.

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1. You may see not be able to access the SmartServer Configuration Page and CMS

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1. Verify that you are you using https://<smartServer IP address>. HTTP will not work.
2. Determine whether you can log into the SmartServer Configuration pages (e.g., the System or Network Configuration page).
   If you are on a VPN and you are using the SmartServer hostname to access the SmartServer, then clicking the CMS tab on the SmartServer Configuration page will not work.Changing the Web page if the HTTP and HTTPS ports changed from the defaults.
   1. You should be able to ping the SmartServer, but not access the SmartServer Configuration Page and CMS Web page.
   2. Issue the following console command "sudo grep "listen" /etc/nginx/sites-enabled/apollo.conf". The line with ssl should show 443 and there should be two lines showing 80.
   3. If 443 and 80 are not shown then you may need to change the apollo.conf file to use the default ports. See "Changing HTTP and HTTPS Ports" for details.
3. Check if the SmartServer is constantly rebooting by looking at the SmartServer Console port.

5. I cannot access the SmartServer CMS web page.

1. Verify that you are you using https://<smartServer IP address>. HTTP will not work.
2. Determine whether you can log into the SmartServer Configuration page.
   
   1. If you are on a VPN and you are using the SmartServer hostname to access the SmartServer, then clicking the CMS tab on the SmartServer Configuration page will not work.
      1. Changing the hostname to the SmartServers IP address in the web page URL should allow you to access the CMS.
   2. Go to the Network Configuration page and make sure you are not using startup mode for the Ethernet ports that you are using.
      1. If startup mode is assigned, then you may see flaky Ethernet connections.
      2. Change the IP address to static or DHCP and then reboot the SmartServer. 
3. Does the web page show an error similar to NET:ERR_CERT_DATE_INVALID when using signed certificates and when using something like https://smartserver-17qehie.echelon.cloud/cms?
   1. This error may mean that the certificate timed out. The SmartServer will try to automatically renew the certificate, however in these cases, the SmartServer was unable to.
   2. To continue using signed certificates, manually re-new the certificate using KB1455.
   3. Alternatively, you can use the SmartServer IP address instead of the hostname.
4. Determine whether you can ping the SmartServer from your PC.
   1. Open a Windows command prompt.
   2. Issue a ping command with your SmartServer IP address (e.g., ping 10.0.0.113).
5. Determine whether you can use SSH or SFTP (e.g., using WinSCP) to the SmartServer.
6. If you are connected to the SmartServer console, then issue ifconfig to determine the IP address.
7. Verify that another device is not using the same IP address.
   1. If another device or PC is using the same IP address, then accessing some pages, SSH, or SFTP may work and the other may not.
   2. Unplug the Ethernet cable from the SmartServer and ping the SmartServer IP address to see if another device responds.
      1. Ping response may be disabled by the IT department or the other device may not respond back to a ping.
8. Unplug and plug back in the Ethernet cable to the SmartServer.
9. Check if the SmartServer CMS (Karaf) service is running.
   1. Run sudo systemctl status karaf using console/SSH. If you see a green response, then most likely the CMS service is running.
10. Try restarting the karaf
    1. run sudo systemctl restart karaf using console/ssh. If that works then reboot the SmartServer to make sure the CMS Web pages work after a reboot.
11. If you can log into the Configuration pages using the apollo username and password, but cannot log into the CMS using the same password and the apollo username, then perform the following:
    1. Restore to factory settings using the System Configuration page Reset To Defaults button and then Restore to Factory Settings on the Restore Default Settings page.
    2. Re-imaging the SmartServer. 
12. If you need to contact the Support team, then have the following information available (see the Contacting Support section below for details):
    1. All /var/log files
    2. Results from sudo systemctl status karaf
    3. Karaf log files

6. The SmartServer CMS web page shows incorrect information.

In most cases, if the SmartServer CMS shows incorrect information, then this problem is related to cached data in the Web browser. To clear cached data, perform one or more of the following:

1. Click the Refresh button (Image Removed) on the CMS web page / widgets.
   Enter CTRL-F5 in the web browser.
   Open a private window in the web browser.
   Close all browser windows that are accessing this SmartServer.
   Reopen one web browser window.Enter CTRL-F5.
   Optionally clear the cached in the web browser.
   Check the Alarms and Can you log into the SmartServer Configuration Page?
   1. You may not be able to access the SmartServer Configuration Page and CMS Web page if the HTTP and HTTPS ports changed from the defaults HTTP (80) and HTTPS (443).
      1. You should be able to ping the SmartServer, but not access the SmartServer Configuration Page and CMS Web page. 
      2. Issue the following console command "sudo grep "listen" /etc/nginx/sites-enabled/apollo.conf". The line with ssl should show 443 and there should be two lines showing 80.
      3. If 443 and 80 are not shown then you may need to change the apollo.conf file to use the default ports. See "Changing HTTP and HTTPS Ports" for details.
2. Determine whether you can use SSH or SFTP (e.g., using WinSCP) to the SmartServer.
3. If you are connected to the SmartServer console, then issue ifconfig to determine the IP address.
   1. Is the SmartServer is constantly rebooting.
4. Verify that another device is not using the same IP address.
   1. If another device or PC is using the same IP address, then accessing some pages, SSH, or SFTP may work and the other may not.
   2. Unplug the Ethernet cable from the SmartServer and ping the SmartServer IP address to see if another device responds.
      1. Ping response may be disabled by the IT department or the other device may not respond back to a ping.
5. Unplug and plug back in the Ethernet cable to the SmartServer.
6. Check if the SmartServer CMS (Karaf) service is running.
   1. Run sudo systemctl status karaf using console/SSH. If you see a green response, then most likely the CMS service is running.
7. Try restarting the karaf
   1. run sudo systemctl restart karaf using console/ssh. If that works then reboot the SmartServer to make sure the CMS Web pages work after a reboot.
8. If you can log into the Configuration pages using the apollo username and password, but cannot log into the CMS using the same password and the apollo username, then perform the following:
   1. Restore to factory settings using the System Configuration page Reset To Defaults button and then Restore to Factory Settings on the Restore Default Settings page.
   2. Re-imaging the SmartServer. 
9. If you need to contact the Support team, then have the following information available (see the Contacting Support section below for details):
   1. All /var/log files
   2. Results from sudo systemctl status karaf
   3. Karaf log files
10. Check if the SmartServer is constantly rebooting by looking at the SmartServer Console port.

6. The SmartServer CMS web page shows incorrect information.

In most cases, if the SmartServer CMS shows incorrect information, then this problem is related to cached data in the Web browser. To clear cached data, perform one or more of the following:

1. Click the Refresh button (Image Added) on the CMS web page / widgets.
   
   
2. Enter CTRL-F5 in the web browser.
   
   
3. Open a private window in the web browser.
   
   
4. Close all browser windows that are accessing this SmartServer.
   
   
5. Reopen one web browser window.
   1. Enter CTRL-F5.
      
      
6. Optionally clear the cached in the web browser.
   
   
7. Check the Alarms and Events widget for warning or error messages that are related to what you are doing.

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1. The signed or unsigned certificate has timed out.

   1. Using ssh, enter the command shown below to see if the SmartServer ID is returned.
      
      You should see the SmartServer ID in the response. If you do not see the SmartServer ID, then the certificate may have timed out.

      Code Block
      mosquitto_sub -t glp/0/././# "17qam88"

      
      

   2. Click Ctrl-C to exit the command.
      
      

2. Workaround:
   1. Click the Enable Signed Certificates checkbox on the System Configuration page. Wait for the change to take effect (the checkbox changes from greyed-out to active, or wait 15 seconds), and then click the checkbox again. The system interprets this process as switching from your current mode of operation (either signed or not signed) and then back again. Finally, reboot the SmartServer.

10. IzoT CT or IzoT Net Server tool do not see Service messages (e.g., IP-852 router) from the LON SmartServer LON Configuration page.

All IP-852 and U60/U70 routers have a service/connect button in the LON Configuration page that send a service pin message.

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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, see link below). 

https://www.usbfirewire.com/parts/rr-fh0-500b.html

Workaround

1. Backup any settings or files that are on the SmartServer.

   1. If you are only using the SmartServer for routing or RNI, then you do not need to backup anything.
   2. Click the Reset To Defaults button (System Configuration page) to perform a Reset Database.
   3. After the reset is done, optionally do another reboot of the SmartServer using the SmartServer System Configuration page.
      1. This reboot will cause the SmartServer router neuron IDs to change.
   4. Go to the CMS Devices widget, Segment Controller tab.
   5. Select the Switch to LON Independent Management Mode (IMM) action.
   6. Verify that the SmartServer is IMM mode.
      1. The CMS shows the IMM mode in the upper left-hand corner.
      2. The System Configuration page shows the LON Network Management Mode as Independent (IMM).
   7. In IzoT CT/IzoT Net Server, decommission the SmartServer routers and do not save the neuron IDs.
   8. In IzoT CT/IzoT Net Server, commission the SmartServer routers with the new neuron IDs using the SmartServer LON Configuration page.

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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: 
            

            
            

            Code Block
            sudo supervisorctl restart lon:

            
            

            Note
            Be sure to include the : at the end of the command.

            
            

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
      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 correct domain ids, then try restarting the LON drivers as shown above. 

14. BACnet is not working.

Verify that you configured the BACnet Configuration page for your network. See also (Optional) enabled BACnet as described in Add a BACnet Interface.

Verify that both checkboxes (shown above) are checked, that the Router Configuration device instance is unique (defaults to 20039), and that the Server Configuration (network number that defaults to 8888) are unique in the  BACnet network. If you are using a BACnet tool to look at LON and Modbus devices then the Server Configuration Starting Device Instance needs to be unique in the  BACnet network.

...

sudo supervisorctl status

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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BACnet Server – use a BACnet tool to read and write to LON and Modbus devices, which are connected to a SmartServer.

1. Verify that you imported BACnet Type Map (BTM) files for each device type (one per program ID) after you enabled BACnet in the BACnet Configuration page. You must enable BACnet before importing the BTM files.
2. If you do not see LON/Modbus devices in the BACnet tool, then it is possible that the BTM file is incorrect. You can use the BTM creation tool (a web page that creates BTM files). Once these files are created, you can edit the file and then import the new file into the SmartServer CMS.

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This issue may also occur when doing a re-image using lower quality USB flash drive. In this case there have been reports of the SmartServer getting stuck in the U-boot, but after plugging in a known good USB drive that you used before for re-image, and then reboot the SmartServer, the SmartServer in many case will then complete the re-image process. We like to use a quality flash drive like SanDisk: Amazon.com: SanDisk 32GB Ultra Fit USB 3.1 Flash Drive - SDCZ430-032G-G46 : ElectronicsUse quality flash storage such as a Samsung flash storage device.

U-boot Instructions:

1.  Connect to the SmartServer console port (SSH cannot be used).
   
   
   1. Press and hold down any key on your keyboard (e.g., the space bar) until the boot process stops. Once it is stopped, you will have less than 30 seconds to enter commands. You can press any key to extend the timeout for another 30 seconds.
      
      

   2. If the boot process stops, then re-save the environmental variables by issuing the following commands as one copy and paste. Doing so fixes most rebooting issues.

      Code Block
      env default -a saveenv

      
      

   3. Once the SmartServer comes up, perform another reboot using the System Configuration page.
      
      

   4. If the previous workaround does not work, then re-image the SmartServer from the U-boot prompt by following KB1438.
      
      
   5. If you cannot stop the boot process, then contact Support as described below.

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This issue may occur when doing a re-image using lower quality USB flash drive, or when the USB flash drive is not formatted properly. We like to use Use a quality flash drive like SanDisk: Amazon.com: SanDisk 32GB Ultra Fit USB 3.1 Flash Drive - SDCZ430-032G-G46 : Electronics.

To resolve this problem, perform the following:

...

Using SSH/console, enter the following command:

sudo mount /dev/sda1 /media/usb0

If the problem persists, then enter the following commands:

sudo mkdir -p /media/usb0
sudo mount /dev/sda1 /media/usb0

...

storage such as a Samsung flash storage device.

To resolve this problem, perform the following:

1. Try rebooting the SmartServer with the USB drive plugged in.
   1. In older SmartServer version you will need to unplug the U60/U70, plug in the USB flash driver and reboot the SmartServer before the USB flash drive is recognized.
      
      

   2. Using SSH/console, enter the following command:

      Code Block
      sudo mount /dev/sda1 /media/usb0

      
      

   3. If the problem persists, then enter the following commands:

      Code Block
      sudo mkdir -p /media/usb0 sudo mount /dev/sda1 /media/usb0

      
      

2. Try using a different USB flash drive.

20. The SmartServer power line repeating does not work or cannot communicate with power line devices.

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. 

   Info
   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.

   
   

   Note
   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 test the device /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. 

...

1. Go to the CMS Devices widget and check the current state /wiki/spaces/TEMP/pages/141801260.
   1. If device appears to be down, but is expected to be up, then do one of the following:
      1. Click the device's Action button () and select the Test action/wiki/spaces/TEMP/pages/141801260 to verify communications to the device.
      2. Go to the CMS Datapoints widget /wiki/spaces/TEMP/pages/211166198 and filter on at least one of the device's datapoints, and either have the polling interval greater than 0 or click the Refresh button ().
      3. Use MQTT explorer to check device health (e.g., topic glp/0/17qam88/fb/dev/lon/2/sts health parameter).
   2. For LON devices only that are using power line repeating:
      1. The CMS Datapoints widget polling interval should be set either to 0 or a very large number. Do not leave the polling interval at the default 30 seconds since this can affect power line performance.
         
         
2. If data logging is enabled for a datapoint on the device, then check the data log using Datapoints widget /wiki/spaces/TEMP/pages/211166198 and filter on logged data.
   
   1. Each data log entry will report whether the device is running (normal) or down.
       
3. Go to the CMS Alarms and Events widget and look for warning or error messages.
   1. Check the device information, typically available in the alarm event Details or Description.
      1. Manually review the information in these columns; there is no filter capability for the columns.
      2. Filter on Raising local time column to reduce the number of events that are displayed.
         1. Raising local time is when the alarm/event occurs (based on the SmartServer local time). 
      3. Export the alarms and use Excel to search for the device name. 
         
         
4. For LON devices only:
   1. Use LonScanner.
      1. Use LonScanner to check whether the device is responding to write or read requests.
      2. Use the SmartServer's built-in LonScanner RNI to look at LON traffic.
         1. To fully check a LON channel, use a laptop with its own network interface and place it near the problem device, and open LonScanner with two log windows, one for the laptop network interlace and one at the SmartServer. In this way, you can determine if a request from the SmartServer reaches the edge device, and whether the edge device response is received by the SmartServer. You can also determine the degree of delay in responses. 
      3. A delayed response, due to heavy traffic on the channel or noise, can cause the device to be reported as down even though there is communication to the device.
      4. Sustained traffic on a LON FT-10 or XF-1250 channel should be 40% or lower, since this half duplex channel needs to allow some bandwidth for important traffic to get through without delay.
         1. If the SmartServer is originating all of the communication (it is the only one sending request packets), then you can have a higher sustained bandwidth value. 
   2. Use NodeUtil to communicate to the edge device using the SmartServer RNI or another network interface.
      1. Check whether you can communicate to the device by:
         1. Getting node status information.
         2. Looking at the device's domain/subnet/node IDs.
         3. Reading back network variable values.
      2. For power line repeating channels, you can only communicate to devices with direct communication to the SmartServer.

...

1. Change the URL to use the SmartServer IP address instead of the hostname. For example:
   1. URL using the SmartServer hostname that returns an error: https://smartserver-17qap31/iap/cms/storage/download/e9xbVBKle7
   2. Replace the hostname with the SmartServers IP address and then click the enter key: https://10.100.16.31/iap/cms/storage/download/e9xbVBKle7
      1. If you change the HTTPS port (say from 443 to 1443) you will also need to add that: https://10.100.16.31:1443/iap/cms/storage/download/e9xbVBKle7
2. If the SmartServer always uses a fixed IP address, change the /etc/hosts file to resolve the hostname to IP address. See Backing Up, Restoring, and Cloning the SmartServer for more information.

...

1. Provide the SmartServer software version. The software version appears on the System Configuration page System tab, the CMS main pagedashboard, and when you log into an SSH/console session.
   
   1. SmartServer serial #
      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 releases. 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) 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. 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 Web pages then please 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 #
               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.
         
         1. This usually provides the fastest response time from our support team.
      2. Send an email to edge.support@enocean.com.