DHCP Connection Fails for ComX510

[swil]

Can't connect to a ComX510 over Ethernet that has had a factory reset. With IPV4 settings for Ethernet to obtain an address automatically, can't get a response response from the ComX510 that displays a green light. Ethernet cable is in port 2 as suggested in the User Manual.

I can, however connect to the ComX510 using the WiFi dongle over 10.25.1.1, and see that the password requires changing (confirms factory reset worked).

The customer in a remote location is facing the same Ethernet connectivity issue on a factory reset ComX that displays a Green light. How might I assist him without sending a WiFi dongle?

1. Can't enter the IP address to the web browser.

2. Can't see the device on the network in File Explorer

3. Can't do either of the above when at another fixed IP on the same subnet. 

[Randi_Dolan]

Hi,

Did you try to login and verify that the Com'X was factory reset?  The procedure for resetting the admin password is VERY similar to the procedure for factory resetting the Com'X. 

To factory reset, power from the Com'X must be removed.  Then, both buttons MUST be held down for at least 10 seconds (until the LEDs blink), while power is applied to the Com'X.

Once you log in, please verify the network settings are set to default.

Regards,

Randi

[swil]

Problem is after a factory reset I can't establish a connection over Ethernet. If I could see the change password prompt then the problem would be resolved.

I've seen ComXs that don't load with a green light (stay orange), and essentially they are broken.

In this case I've got a green light on a factory reset ComX and can't connect with an Ethernet port.

[Randi_Dolan · Accepted solution]

Hi,

Please ensure that you have removed the power, held the buttons on the front of the Com'X down for at least 10 seconds while applying power.  Hold the buttons down until the LEDs begin to blink.

If you've followed this procedure and are still unable to communicate to the Com'X, please contact the Customer Care Center for your region for further assistance.

Thanks,

Randi

[swil]

Thanks a lot. I didn't read the user guide properly.