U-Motion Client Stuck in Syncing Web Services

[AdhamZaki]

Hi All 

After finishing configuration in U motion Client 10" (setting Ip and wiser link to expose the Virtualization), it Stuck while opening in that screen attached.  

[Thomas_Rohde]

Hello,

can you please be a bit more precise with the exact mistake.
  - Do you mean that the TP shows the visu but cant be controlled?
  - Or does it show another screen and get stuck with it?

Beside that can you please deliver more software details (FW-Versions of CTP and Wiser4KNX).

Is it possible that you share a picture?

[AdhamZaki]

Hi Thomas 

The issue that the U.motion cannot load the web services to be able to show SE GUI 

Here  more details about the product : 

MTN6260-310

U.Motion Client Touch 10 

regarding FW ver for the client screen i cant get it as i cant access the web page of the page as it shows me the message attached below

Wiser FW ver 2.5 

So is there a way to reset it or re-install OS for the screen ? 

Best regards 

Adham

[Thomas_Rohde]

Hi Adham,

are you sure that you have:

- entered the correct url to your W4K-Page => Does this URL works within a browser on your computer

- are you sure that your settings has been stored correctly?! Otherwise the CTP maybe still looks for U.Motion-Server.

- Do you know that the CTP has a webserver? Means that you can check your settings from the PC even when
  the CTP stays in this screen?

=> So I recomment that you try to use the webserver in order to double check your settings. Means you simply enter in a browser
on your computer the IP of the CTP (ClientTouchPanel) to reach the settings of the device.

[AdhamZaki]

Hi Thomas 

- Url was entered correctly and it was working and viewing visualization correctly 

- All data was saved correctly 

- find attached the message i got when i access it via IP 

So, is there another way to access CTP other than though IP as shown in attache file ? 

Best regards 

Adham 

[Thomas_Rohde]

Hi Adham,

this means the CTP was working for a while and suddenly not anymore?!

For how long it was working?

[AdhamZaki]

Hi Thomas 

Yes, it was working 

i have done the  main configurations ( setting IP, setting Wiser URl ... ), and it worked well at first 

after trying to start it again in site it showed that Error message. 

Best regards 

Adham 

[Thomas_Rohde]

Hi Adham,

ok, did you face the same issue when you built just a small system (Router, W4K, CTP, PC)?

Just to make sure that there is no network issue. Did you tried this?

[AdhamZaki]

Hi Thomas 

I am doing so right now

Router , CTP , PC only and trying to access  CPT but i only get this message. 

no network issues latest IP configuration are still saved on CPT 

the issue that when CPT tries to access localhost where SE application should be loaded via chrome it stuck as shown 

this the link which CPT trying to access 

http://192.168.1.203/smartdomuspad/modules/system/nowebservice.html  through PC 

http://127.0.0.1/smartdomuspad/modules/system/nowebservice.html   Through Chrome in CPT

Br 

Adham

[Thomas_Rohde]

Hi Adham,

you get this URL(http://192.168.1.203/smartdomuspad/modules/system/nowebservice.html) when enter just the IP (192.168.1.203) of the CTP within your browser on the PC?

[AdhamZaki]

Hi Thomas 

yes and syncing web services message appears and it tries to refresh each 5 secs with same result 

Br 

Adham 

[Thomas_Rohde]

Hi Adham,

this means that you have no access from the PC to the CTP. How can you be sure that your settings are still correct?

Did you stopt during the bootprocess of the CTP at some point?
Can you share the URL which you have entered to reach the W4K?

[AdhamZaki]

Hi Thomas 

I am sure that all setting are saved bec it have the same static IP and i changed the screen saver picture and it appears as i set first time. 

the URL of wiser for visualization : http://admin:Admin123@192.168.1.202/cgi-bin/scada-vis

" Did you stopt during the bootprocess of the CTP at some point? " what did you mean with this ?

wiser IP : 192.168.1.202

Br 

Adham

[Thomas_Rohde]

Hi Adham,

you can connect a keyboard to the CTP and when you restart the CTP there comes somewhere a SE-Green page where you can press a key and you get to the settings on the CTP himself.

Maybe it will help to identfy your settings.

[AdhamZaki]

Hi Thomas 

The problem is that CTP doesn't reach this step. 

When it is turned on i get a blue desktop for a while and then the sync message appear. 

Br 

Adham 

[Erwin-vd-Zwart]

Hi,

I would try a couple of things, first of all i asume you have recent FW on your Wiser so you should change your url to http://ip/scada-vis without the /cgi-bin/ as this will force a redirect on th CTP and not sure how it handles that, next to that i would try to disable password in the user settings of the Wiser and try a url without the admin:Admin123@ as basic authentication is not supported in modern browsers anymore, Not sure if latest CTP FW blocks it now (not tested it yet), so test it to be sure that is not the case..

BR,

Erwin

[AdhamZaki]

Hi Erwin

it seems that you dont get my problem correctly. 

The issue is in the CTP not wiser ! 

Wiser is working correctly and i have no issue with it. 

CTP should open a web page (application or web service) which is the green screen to start loading visualization or skip it  to enter credentials to enter admin page of CTP. 

the issue here is that green screen cannot load and i get the error uploaded in the thread. so its an issue with the CTP itself not wiser. 

Br 

Adham zaki

[AdhamZaki]

Hello 

attached a vid for the sequence of CTP 

Br 

[Heribert_Dölger]

The pic shown in the vid: is this the screensaver pic or part of the visu of W4K?

If scrreensaver: what is the memory size of the pic?

[Thomas_Rohde]

Hi Adham,

thank you for creating the video because it helps a lot to better understand issue.

Means that we do not need to talk about the settings in a first step.

The video shows NOT a normal startup/bootprocess.

Is it a complete new device from stock?

Did you made any system software changes/adaptations?

Because the bluescreens and as well the other screen (like a screensaver) looks really strange.

Did you uploaded a screensaver pic? If yes, was it that what was sometimes appearing?

[AdhamZaki]

Hi Heriber

its just a screen saver that i set before when CTP was working 1st time 

its size about 300 KB

Br 

Adham 

[AdhamZaki]

Hi Thomas 

No this is the normal startup but this blue screen normally appears for half a sec before loading SE GUI 

( i tried another working CTP and  this screen appears for half a sec before starting SE GUI ) 

i Just modified the Screen saver (this action i did in several CTPs before smoothly without any errors) 

As i mentioned before All setting i applied before is working well (static IP, screensaver), only SE GUI cant boot and i get that message. 

I think i need to get the stock software or OS to re install in this CTP. So, is there any guide to do so ? 

Br 

Adham 

[Heribert_Dölger]

Hello Adham

I guess you are right to get initial OS installed from scratch or at least check the file system.

File system is created individually for each U.motion product separately. So I would need the serial number of the tocuch panel (you find it on the backside of the CTP).

In case you have other panels showing same problem I would need their serial numbers as well.

I will need the help of a developer for that. Most probably it will be necessary to establish a remote session (for example with teamviewer) to the CTP. Could that be made possible?

I will not be in the office by tomorrow. So hopefully we can arrange everything needed by today.

BR, Heribert

[AdhamZaki]

Hi  Heribert

Unfortunately, Today i am out of the office. 

can we re-schedule that Next week starting from Monday? 

Thanks in advance 

Adham

[Heribert_Dölger]

Hi Adham

No problem. Let's continue on Monday. 

Wish you good weekend!

BR, Heribert

[AdhamZaki]

Hi  Heribert 

Hope everything going well 

Can we proceed today with resetting the CTP ? 

Find attached images including CTP serial number. 

Best Regards  

[Heribert_Dölger]

Hello Adham

sorry for late reply, was too busy during whole day. 

I have just reported your issue to our developers. Not sure if they will reply within today as it is already quite late. Will let you know as soon as I get response from them. 

And many thanks for providing additional info like serial number. 

Best regards

Heribert

[Heribert_Dölger]

Hello Adham

So far no feedback from developer except that they will take care on the issue. 

BR, Heribert

[Heribert_Dölger]

Hello Adham

Can you provide team viewer access data?

Developer then will contect to the panel. 

Best regards

Heribert

[AdhamZaki]

Hi @Heribert_Dölger 

kindly find attached team viewer credentials . 

Hint: screen is not accessible now ! as it is not booting up and stuck in booting the kernel 

Br 

[Heribert_Dölger]

Just informed developer about status of screen. Will let him decide about further steps. 

[Heribert_Dölger]

Hello Adham

Developer just answered:

The given credentials give "no connection possible".
Please try to reboot and run teamviewer again.

Can you please let me know after team viewer is up again?

Many thanks!

Heribert

[AdhamZaki]

Hi Heribert 

unfortunately, I am not in the office right now . I ll be there after approx 4 hrs .. at 1 pm Cairo time. 

can we proceed at that time ? 

best regards 

[Heribert_Dölger]

Hello Adham

Thanks for feedback. I will inform the developer that you will be available in the afternoon.

Please let me know once we can continue. 

Heribert

[AdhamZaki]

Hi Heribert, 

I am in office now and find TeamViewer credentials attached. 

Thanks in advance 

[Heribert_Dölger]

Hello Adham

Thanks for sharing. Most probably developer will not be able to connect as the panel is in such state. But I am waiting for his confirmation. 

Will let you know. 

Best regards

Heribert

[Heribert_Dölger]

Hello Adham

Developer just informed me that he was able to restore functionality. 

Can you confirm the panel is working again?

Many thanks. 

Heribert

[AdhamZaki]

Hi Heribert 

Yes, it working now (Y) 

Thanks for your cooperation and help. 

It seems just a software issue. 

Is the any precautions should I follow to prevent that from happening again ? 

Best regards 

[Heribert_Dölger]

I am happy to hear that. 

What you might do as precaution is to clear the cahce memory of the panel. You can find this option in settings menue of the panel. I'd recommend to do this after configuration. 

Best regards

Heribert

[AdhamZaki]

Hello Heribert 

Thanks for advise 

Have a great day (Y) 

[Thomas_Rohde · Accepted solution]

Hi Adham,

it seems that the CTP is running again. If everything is working as expected than please mark it as "Accept as solution".

This helps to identify open topics vs solved ones.

Many THANKS for your help in advance!

[AdhamZaki]

Regarding to the above mention problem, I'm facing the same problem in another screen with serial number : S2002656

TeamViewer ID : 645 443 625

Whenever you can join, Please tell me.

Thanks in advance

@Heribert_Dölger 

[Heribert_Dölger]

Hello Adham

Will try to get developer to have a look onto your panel. What panel is it, 10'' or 15'', client or server?

And what is the passcode for the team viewer access?

Best regards

Heribert

[AdhamZaki]

Thanks for fast reply.

It's client 10"

Passcode : f576hs

Panel IP : 192.168.1.130

username : admin

password: admin