SmartServer IoT CMS Cannot Be Accessed

If you cannot access the SmartServer CMS, then follow the steps below.

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 in 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, but may not be able to do so.

   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 you log into the SmartServer Configuration page.

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

      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.
         
         

6. Determine whether you can use SSH or SFTP (e.g., using WinSCP) to the SmartServer.
   
   

7. If you are using signed certificates, then check the cert file permissions after cert renewal (should be apollo apollo) using WinSCP or SSH

   1. Using WinSCP or SSHSSH issue the following command and make sure the last updated file has apollo apollo:

      Make sure files are assigned to apollo apollo

      sudo ls -l /var/apollo/data/certs/smartserver-*.echelon.cloud/fullchain-*

   2. Workaround: if files show root as owner.

      Workaround signed certificate assigned wrong user

      sudo chown apollo:apollo /var/apollo/data/certs/smartserver-*.echelon.cloud/fullchain-*.pem sudo chown apollo:apollo /var/apollo/data/certs/ssiot.crt

      Reboot the SmartServer after making changes.
      
      

8. If you are using self-signed certificates, some SmartServer versions try to automatically renew these certificates. 

   1. Whether the certificates are renewed or not

      1. Distinguishing between a valid self-signed certificate and an expired one is not very obvious.  Both are reported as not secure by browsers.

   2. Manually renewing self-signed certificates

      SmartServer 3.5 and 3.6 (does not work on newer versions)

      sudo ./sbin/update-sscert

       

9. If you are connected to the SmartServer console, then issue ifconfig to determine the IP address.

   1. When using the ifconfig command from the console, either log in as root or enter sudo ifconfig. 

   2. Determine whether the SmartServer is constantly rebooting.
      
      

10. 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.
          
          

11. Unplug and plug back in the Ethernet cable to the SmartServer.
    
    

12. Check if any space in the SmartServer has 100% usage, as this could cause problems.

    1. Run df -h.
       
       

13. For SmartServer 4.3 and prior, 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.
       
       

14. For SmartServer 4.3 and prior, try restarting the karaf.

    1. Run sudo systemctl restart karaf using console/ssh.

    2. If the restart works, then wait at least 5 minutes and then reboot the SmartServer to make sure the CMS works after a reboot.
       
       

15. Rebuild the SmartServer configuration.

    1. If you can log into the Configuration page 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. Rebuild the SmartServer; backup the SmartServer settings. 

       2. Delete the current SmartServer database using one of the following:

          1. Restore to factory settings using the System Configuration page Reset To Defaults button.

          2. Re-image the SmartServer. 

       3. Rebuilt your SmartServer configuration.
          
          

16. 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 (for SmartServer 4.3 and prior).

    3. Karaf log files (for SmartServer 4.3 and prior).
       
       

17. Check if the SmartServer is constantly rebooting by looking at the SmartServer console port.