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.

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  Knowledge Base (KB). See Contacting Support below to open a support support ticket.

Starting with software release 4.2 and higher, you may see a "WARNING - POTENTIAL BREACH" message when try to log into SSH or SFTP (this warning message is expected and can be usually be ignored, see KB1458 for more details).

Before starting the warranty return process for a SmartServer, or if the warranty has run out, first try re-imaging the SmartServer since this operation may fix SmartServer issues. In some cases, in addition to re-imaging you may need to do a reset database or restore to factory to resolve some issues. Backup the SmartServer settings or database prior to upgrading or re-imaging.

Device capacity and maintenance licenses may be required for SmartServer 3.3 and higher depending on the application. Not all applications require licenses. Maintenance License are required to upgrade the SmartServer to a newer software version. See Manage Licenses and Frequently Asked Questions - Licensing for more information. 

This section consists of the following:

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.

Troubleshooting Tools

The following tools are useful for SmartServer troubleshooting:

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 to monitor MQTT traffic on the SmartServer platform.

   1. Requires IAP/MQ ports to be open (SmartServer Configuration page Features tab) 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

Hardware LEDs and Buttons

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

• U60 LEDs

• U70 LEDs and Buttons

Contacting Support

Before you contact the Support team, consider upgrading to the latest SmartServer version to ensure that you are running the latest SmartServer features and fixes. 

If you need to contact support, please provide the following information:

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) 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.

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

                

         2. For SmartServer 4.3 and prior, 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/#login. This usually provides the fastest response time from our support team.

      2. Send an email to edge.support@enocean.com.