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Troubleshooting Arctic GPRS/EDGE devices V. 2.0

Troubleshooting Arctic GPRS/EDGE devices V. 2.0. Lauri Helenius Technical Support. Contents. This slide set provides information for troubleshooting the Viola Systems (2G) Arctic devices. Contents: Troubleshooting overview Identifying the Arctic device Utilities/Tools for troubleshooting

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Troubleshooting Arctic GPRS/EDGE devices V. 2.0

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  1. TroubleshootingArctic GPRS/EDGE devicesV. 2.0 Lauri Helenius Technical Support

  2. Contents This slide set provides information for troubleshooting the Viola Systems (2G) Arctic devices. Contents: • Troubleshooting overview • Identifying the Arctic device • Utilities/Tools for troubleshooting • Syslog messages • Frequently asked questions • Arctic bootup, related erros • Contacting the Technical Support

  3. Troubleshooting process • Define the environment – how it should work • Technologies, products, protocols, network design • Gather the symptoms – how you see the problem • What is not working, where you can see it • Isolate the root cause – analyze, rule out • Follow good troubleshooting practices *) • Create a solution – focus for permanent solution • Permanent solution rather than a quick fix • Document the solution – store the work for later use • Follow good documentation practicies *) E.g. Kepner-Tregoe, Pareto, Fault tree, cause-and-effect, ITIL RPR

  4. Troubleshooting process Some tips: • Create a troubleshooting plan • Gather as much information from the system as you can • Draw a picture • Learn technologies • Test in lab environment • Use flow charts • Search the Internet • Try one variable at the time and track changes

  5. Identifying the Arctic device The Arctic device can be identified with the following: • Unique MAC address • The sticker at the bottom of the device • In command line: cat /proc/config/ethaddr • From the Arctic GUI  System • Product/HW serial number • The sticker at the bottom of the device • From the Arctic GUI  System • IMEI of the device’s cellular modem • Arctic GUI ToolsModem info • In command line:modeminfo • Firmware version as additional information • From the Arctic GUI  System • In command line: firmware

  6. Utilities An open source toolbox for troubleshooting and supporting the Arctic devices would include e.g. the following programs: Wireshark • Network protocol analyzer WinSCP • Secure copy for Windows Notepad ++ • Text editor e.g. for processing log files in PC PuTTY • Telnet/SSH/serial client Jsummer • Calculating and checking message digests Open ofice suite • e.g. "Draw" for drawing network diagrams

  7. Arctic’s connection Open Arctic Configurator GUI  Network  Summary. Check from “Network Interface Summary” that you can see the following interfaces: • - Ethernet • - Loopback • - GPRS • - VPN If GPRS interface is missing, check Arctic's GUI  Network  GPRS: - "GPRS enabled" = Yes - Access Point Name = <check from your cellular provider> - PIN code = <the PIN code of SIM, if enabled> • GPRS username = <check from your cellular provider> or try dummy value • GPRS password = <check from your cellular provider> or try dummy value If VPN is missing, check Arctic's GUI  Network  L2TP/SSH-VPN: - Use (L2TP/SSH)-VPN = yes - Primary interface = GPRS - Primary server IP = <public IP address of M2M GW> - Primary server port = 1701 (L2TP) or 22 (SSH)

  8. Arctic’s connection -II If you have changed the VPN port from default in M2M GW, enter the value of the new port. Check as well that the M2M GW allows the connections from Internet to the changed VPN port (Firewall’s Input table: accept UDP (L2TP-VPN) or TCP (SSH-VPN) for new port). • The L2TP-VPN username (if L2TP-VPN is used) must be the same as Arctic’s hostname and also same name is configured in M2M GW's L2TP-VPN peer settings • The L2TP-VPN password (if L2TP-VPN is used) = must be the same than configured in M2M GW's L2TP-VPN peer settings • The Arctic’s hostname must be the same as the SSH-VPN peer’s name in M2M GW.

  9. Syslog • Arctic device has embedded Linux, which prints important messages to the syslog. • The syslog can be read in console/telnet connection by command cat /var/log/messages • In order to show ten most recent messages and constantly the new messages appearing in the syslog, use commandtail -f /var/log/messages • Some times it may be difficult to exit from “tail –f” command output with <ctrl-c>. The following command can be used repetitively: tail -15 /var/log/messages

  10. Syslog messages • Serial port RS1, console or data mode? <15> Mar 5 21:14:30 serialgw[RS1]: Checking RS1 mode (console or data) <15> Mar 5 21:14:30 serialgw[RS1]: RS1 is on data mode • Is there an accepted connection coming in to serial GW? <15> Mar 5 21:14:45 serialgw[RS1]: incoming tcp connection from 172.30.30.30 <15> Mar 5 21:14:45 serialgw[RS1]: Incoming TCP connection accepted • Multiple consecutive connection attempts? Check the “new connection priority parameter”. <15> Mar 5 21:20:28 serialgw[RS1]: New connection request <15> Mar 5 21:20:28 serialgw[RS1]: Already connected, rejecting • How the Modbus GW serial port shows in the log? <15> Mar 5 20:03:37 modbusgw[RS2]: Network protocol is ModbusTCP

  11. Syslog messages - II • L2TP peer not enabled in M2M GW? <28> Jul 23 07:14:40 pppd[171]: LCP: timeout sending Config-Requests • SSH-VPN not enabled in M2M GW or Wrong SSH key for Arctic in M2M GW? <11> Jul 24 06:35:23 syslog: Couldn't set tty to PPP discipline: Interrupted system call • Wrong GPRS APN, username and/or password? The following messages repeated five times with 0.0.0.0: <15> Jul 16 11:25:07 syslog: sent [IPCP ConfReq id=0x1 <addr 0.0.0.0> <ms-dns1 0.0.0.0> <ms-dns3 0.0.0.0>]

  12. Frequently asked questions Q: The IP-address and netmask are missing in Arctic’s GUI (they cannot be read) and I cannot set them. A: You have probably set them in arctic> command line with command setenv ipaddr=<IP address>,setenv netmask=<netmask> and saveenv. The problem is that those parameters should be given with space as a separator for parameter and value. Using equal sign (=) as a separator will cause an error in parsing the value.Correct with going to the arctic> command line in console connection by hitting any key within three seconds from device start, then re-enter the values without equal sign, e.g. as to following:setenv ipaddr 10.10.10.10setenv netmask 255.0.0.0saveenvboot

  13. Frequently asked questions Q: How to restore the Arctic to the factory defaults? A: There are two methods: • From the Arctic GUI  Tools  Default settings • In command line: /etc/defaults/setdef.sh Note that the IP address and netmask are not reverted back to defaults. You can change them by the following commands in arctic> command line (via console): setenv ipaddr 10.10.10.10 setenv netmask 255.0.0.0 saveenv boot

  14. Frequently asked questions Q:There is a wrong PIN number entered in Arctic, how to change it? A: The wrong PIN number can be seen in syslog: <15> Mar 10 05:15:04 setpin: PIN status:Requires PIN1 <15> Mar 10 05:15:04 setpin: PIN attempts left:1 (Arctic requires >=2 for PIN1) <15> Mar 10 05:15:04 setpin: Please check SIM manually • PIN can be changed as follows:Put the SIM card to a mobile phone, enter the correct PIN number, change the Arctic’s PIN number to the correct one and re-insert the SIM card to Arctic.

  15. Frequently asked questions Q: Why the GPRS connection is ended after approximately two minutes? A: 1) You have enabled connection checking from Network/Monitor menu but not set the correct (available) IP address to GPRS “ICMP Echo settings”.2) The “PPP idle timeout” is set to two minutes and the connection is idle for that time.

  16. Frequently asked questions Q: How to check current DNS servers used by Arctic? A: There are three methods: • From the Arctic GUI  Network  Ethernet • In command line: cat /var/run/ppp_resolv.conf (file exists if the DNS servers are received from the network) • From syslog:<13> Mar 9 21:10:14 syslog: primary DNS address <IP_address><13> Mar 9 21:10:14 syslog: secondary DNS address <IP_address> Note: The DNS services are usually not needed in Arctic. In such case, use manual configuration for DNS, but leave fields empty.

  17. Console RS1 port Frequently asked questions • Q: What is the console mode in RS1 interface of Arctic? • A: In Arctic GPRS gateway, there is a switch that controls the RS1 serial port’s mode. There are two operating modes; • Console for connecting to Arctic’s command line interface • RS1 for using the port with RS-232 applications • The following picture illustrates the correct orientation with the switch for either console mode or RS1 mode. • When toggling the console switch, the power of the Arctic must be switched off.

  18. Pin RS-485 Full duplex RS-485 Half duplex 1 - - 2 RXD + (in) - 3 TXD - (out) TXD/RXD - (out/in) 4 - - 5 GND GND 6 - - 7 TXD + (out) TXD/RXD + (out/in) 8 RXD - (in) - 9 - - Switch nr. Function State Description 1 Interface specification 0=RS-232, 1=RS485 Interface's operation mode 2 Duplex 0=Full, 1=Half duplex Full duplex (4-wire) or half duplex (2-wire) 3 Bias 0=OFF, 1=ON RS-485 biasing 4 Termination 0=OFF, 1=ON RS-485 termination Frequently asked questions • Q: How to set the DIPs for RS2? • A: In Arctic GPRS gateway, there is a DIP switch that controls the RS2 serial port’s settings. The following picture illustrates the orientation of the DIP switch, correct settings and pinout. • The silk print for positions “0” and “1” may be missing in some Arctic devices, note that the print “0” denotes the OFF position and print “1” denotes the ON position. The correct switch position for Duplex setting.Some manuals may have had incorrect switch orientation for it.

  19. Arctic bootup • The LEDs will indicate whether the Arctic is able to boot up properly or not. • LEDs will act according to the following scheme at bootup: • If the LEDs other than power LED are not lit, it would indicate a problem with CPU module or power supply.

  20. Arctic bootup Bootup errors: • Root file system is corrupted or erased: JFFS: Failed to build tree. JFFS: Failed to mount device 2a:02. Kernel panic: VFS: Unable to mount root fs on 2a:02 • The system can’t load kernel: arctic> boot Enabling watchdog ## Booting image at ff820000 ... Bad Magic Number arctic>

  21. Contacting Technical Support Before contacting Viola Systems Technical Support, make sure that the following pre-requisites are met: • The allegedly faulty device has been tested with good troubleshooting practicies • There is a list of the problems/findings/faults available • If the problem is network related, a detailed network diagram is available When sending a device back to Viola systems, follow these instructions: • Ask the VR (RMA) number beforehand via mailbox support@violasystems.com • Enclose sender information (return address) and fault description • Send the item back to addressViola Systems Ltd.Technical Support / <VR number>Lemminkaisenkatu 14-18 A20520 TurkuFINLAND

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