Troubleshooting

Support for unsafe ciphers was removed as part of a security update in EcoStruxure IT Gateway version 1.8.0. Devices using the Redfish protocol must now support 2048 bit certificates.  Symptom Devices that do not meet this requirement do not discover in Gateway 1.8.0 and newer. There is no indication of a certificate error when you run a new discovery. When you update your Gateway from a previous version, Redfish devices are listed as offline. Resolution Install a new certificate on the Redfish device that supports 2048 bit server certificates.

Support for unsafe ciphers was removed as part of a security update in EcoStruxure IT Gateway version 1.8.0. NetBotz 4.x devices must now support 2048 bit certificates.  Symptom Devices that do not meet this requirement do not discover in Gateway 1.8.0 and newer. There is no indication of a certificate error when you run a new discovery. When you update your Gateway from a previous version, NetBotz devices are listed as offline. Resolution Install a new 2048 bit certificate on the NetBotz device. Self-signed automatically generated SSL certificates use 2048-bit encryption as of NetBotz version 4.5.4.

Common errors with possible causes and recommended actions to help you diagnose and solve issues connecting your Gateway to EcoStruxure IT   Connectivity error   Unable to resolve host name "{0}". Verify your DNS settings. Make sure the DNS settings are properly configured in your Gateway server's network preferences.   Other well-known sites are reachable. Verify that "{0}" is not blocked by a network filter. Consult with your IT department to ensure that the us.struxureon.com DNS entry or IP address is added to your firewall rules as they appear to be blocked.   Proxy configuration error   Proxy server "{0}" cannot be reached or is down. Double check your proxy configuration settings and contact your IT department to verify the status of the proxy server and its configuration settings.   Proxy server name "{0}" cannot be resolved. Check your proxy settings. Double check your proxy configuration settings and DNS settings and contact your IT department to verify the status of the proxy server and its configuration.   Auto-detection is enabled in your proxy settings but no proxies were detected. Try manually setting proxy. If there is a network proxy between your Gateway server and the outside internet, please configure the proxy settings manually. You'll need the IP address of the proxy server and potentially a username and password if required by your proxy configuration. Your IT department should be able to help you acquire those if they are not directly accessible. How to set up the EcoStruxure IT Gateway proxy settings   Proxy server authentication error   Proxy authentication failure. Check your proxy settings. Confirm that you entered the correct username and password settings for your proxy server.   Connection refused   Also unable to reach other well-known sites. Check your network connection, or, possible firewall misconfiguration. Consult with your IT department to ensure that your server is configured correctly to reach the outside internet. A network proxy or firewall could be blocking the connection.   Response timeout Make sure you have a working network connection. Make sure the DNS settings are properly configured in your Gateway server's network preferences.   Forbidden   Received a forbidden response pointing to a possible proxy misconfiguration. Double check your proxy configuration settings and contact your IT department to verify the status of the proxy server and its configuration settings. Verify that the time and date values of the operating system of the machine running the EcoStruxure IT Gateway server are properly set.    No route to host   Unable to reach configured router at {0}. Make sure you have a working network connection.   No route to host. Check your routing configuration. Make sure the DNS settings are properly configured in your Gateway server's network preferences.   Unknown host   Unable to resolve host names for any well-known sites: {0}. Verify your DNS settings. Make sure the DNS settings are properly configured in your Gateway server's network preferences.   Untrusted SSL certificate   Certificate is expired or untrusted. Common Name (CN) does not match the URL address. Check the certificate details to see if it has expired. The certificate might be in the wrong place in the file system. If the certificate was issued by a trusted authority, you may need to install one or more intermediate certificates. With assistance from your IT group, make sure the Certificate Authority used by the proxy is added to the Cloud connectivity > Proxy settings option in the Gateway user interface, or add us.struxureon.com to the exemption list so its traffic is not intercepted. How to solve the Gateway untrusted certificate chain error   Invalid SSL certificate   The Gateway appears to be configured to use a proxy that is using SSL interception, and the Gateway does not trust the certificate the Proxy is replacing. With assistance from your IT group, make sure the Certificate Authority used by the proxy is added to the Cloud connectivity > Proxy settings option in the Gateway user interface, or add us.struxureon.com to the exemption list so its traffic is not intercepted.

A Gateway device discovery can fail for various reasons. After you run a discovery, open the Discovery Log to see the results for each device that was scanned.   Connection Failure The Gateway was unable to communicate with the device. Check that the device and the discovery settings match for:   Protocol (SNMP vs Modbus) IP Address Port Credentials (username, password, etc.)    APC network-enabled devices are being updated to improve security and comply with regulations.  New versions of APC Network Management Card (NMC) firmware will have the SNMP protocol disabled by default. Devices that have these cards cannot be discovered by EcoStruxure IT Expert or Data Center Expert until SNMP is enabled.  More information on specific changes     The <type> device was detected but is not supported The Gateway was able to communicate with the device, but did not find a device definition file (DDF) that supports the device. Request support for a new device   <type> device was detected but could not be uniquely identified The device was detected and the Gateway has a DDF, but cannot get a unique identifier for the device.    Typically the Gateway tries to use the device's serial number as a unique identifier. For some devices, the serial number field is available but not set, such as: Easy UPS 3s Galaxy 5000 & 5500 device dependent   If possible, work with Technical Support to help you set the serial number. Devices fall back to using the device MAC Address as a unique identifier if serial number is not available.   The <type> device has been successfully discovered The device was discovered and will appear on the Devices page.   

Schneider Electric has the ability to remotely initiate walks and polls of devices that are online and connected to a Gateway that is also online and registered with an EcoStruxure IT Expert organization.  Note: Before you request device support, try to discover the device in the Gateway. The Gateway must be registered on EcoStruxure IT and online, and the device you want to monitor must be online. When filing a ticket, make sure to provide the organization name or ID, and the IP address of the device so Schneider Electric support can locate the device. For Modbus devices, you need to enable Schneider Electric's access to the device.  Those instructions are here.

NetBotz devices in the 300, 400, and 500 series are not supported using SNMP in the EcoStruxure IT Gateway. You must use the NetBotz protocol to discover these devices in the Gateway. When you discover NetBotz 300, 400, and 500 devices using SNMP, they are listed as unsupported devices in the Gateway. When you run a discovery that includes both SNMP and NetBotz protocols, these devices are added as a new device (using the NetBotz protocol), and appear as unsupported (using SNMP) at the same time. Note: To discover NetBotz 250 and 750 devices, use SNMP, not the NetBotz protocol.

The EcoStruxure IT Gateway fails to discover NetBotz 4.x devices on the public network. A connection issue appears in the logs. NetBotz 4.x devices use HTTP(S) to communicate with the Gateway. The Gateway's proxy settings apply to all HTTP traffic that leaves the Gateway. Even if the NetBotz 4.x device is on your company network, the Gateway sends its traffic to the proxy first. NOTE: This issue does not apply to NetBotx 4.x devices connected to the Gateway appliance private network. This issue will be addressed in a future release. Resolution Verify that: Your Gateway and NetBotz 4.x device are on the same network segment. The Gateway can reach the NetBotz 4.x device via ping and in a web browser. Your Gateway can communicate with your proxy server to reach the EcoStruxure cloud. Workaround IMPORTANT: This workaround does not persist through a Gateway software update. Open the net.properties file in the EcoStruxure IT Gateway installation folder: EcoStruxureITGateway version/jre/conf/net.properties Find the line http.nonProxyHosts. Add the IP address you want to exclude from the proxy settings at the end of line. Example: http.nonProxyHosts=localhost|127.*|[::1]|192.168.1.15 Restart the EcoStruxure IT Gateway service or process.

There is an intermittent issue in Gateway 1.4.0 where some or all devices report The <device> is not responding when they are actually online. If you see this error, and you have confirmed the devices are online, check the log to confirm the error. To confirm the error: Go to C:\Program Files\EcoStruxureITGateway\1.4.0\log on the computer where the gateway is installed, or log in to the gateway and download the console logs. Unzip the file and look at the newest console log. This entry will appear in the gateway logs: softwareVersion=1.4.0.68, originalMessage=protocol mapping error com.se.dcl.ddf.MappingException: no protocol type: PreCompiledMapping{resource=URL [jar:file:C:\ProgramData\EcoStruxureITGateway\1.4.0\ddfs/ddf_bundle/default/se-ddf.jar!/ddf/SNMP/protocol.xml], signed=true} Solution: Restart the EcoStruxure IT Gateway Service. 1. Go to Control Panel > Administrative Tools > Services. 2. Restart the EcoStruxure IT Gateway Server service. This issue will be addressed in the next release.

There is a known issue updating Gateway 1.8.1 to the current Gateway version.   Only the update from version 1.8.1 is affected. Updating from Gateway 1.7.0 and earlier or from 1.8.2 and later is not affected.   Windows Due to an issue with 1.8.1, the software update from 1.8.1 to the current version appears to fail when performing an upgrade from the EcoStruxure IT web application.   This failure message is erroneous.   It can take up to 30 minutes for the Gateway to start running the new version and to clear the message. If the message doesn't clear, contact support for assistance.   Linux Due the same issue in 1.8.1, the update from the EcoStruxure IT web application will always fail.   If you have installed Gateway version 1.8.1 on a computer, updating to the current version requires that you manually download and install the installation file from EcoStruxure IT.    To update the software on a Gateway appliance, contact support for assistance.