Troubleshooting

  When you replace a device and reuse the IP address and device configuration credentials from the old device, the new device will show as offline in the Gateway. Delete the offline device from the Gateway device list, and then manually rediscover the new device. How to replace a device in EcoStruxure IT Gateway

If you have created a device support ticket and have been asked to enable targeted reads for a device, you set the permission to do so in the Gateway server's web user interface in the Settings > Advanced > Targeted reads option.   To create a Device Support ticket to allow EcoStruxure IT Gateway to discover an unsupported device:   If unsupported devices are listed on the Device discovery page in the Gateway user interface, click View details. Click Need device support? Submit a DDF Request to request support for a device you are unable to discover. To set the permission to perform a targeted read, check the appropriate box based on how you are trying to discover the device:   In the Gateway user interface, go to Settings > Advanced > Targeted reads. If you are trying to discover a serial Modbus device, check the first box, Allow Schneider Electric to perform targeted reads on devices serially connected to your EcoStruxure IT Gateway. If you are trying to discover a Modbus TCP device, check the second box, Allow Schneider Electric to perform targeted reads on the following IP addresses or IP address ranges. List the IP addresses individually or specify a range.   When you confirm with device support that you have given your permission for a targeted read in the Device Support option in the Gateway, be sure to provide the following information for the devices you are trying to discover:   For a Modbus TCP device IP address Port number Server address For a Modbus serial device Communication port Server address Baud Rate Data Bits Parity Stop Bits Flow Control

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.

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.

EcoStruxure IT Gateway restore fails when the locale of the Windows computer where the Gateway is installed is set to Italian, Portuguese, or Spanish. Set the operating system locale to English to perform the restore.  

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 device name is polled during the discovery process only, not during a regular polling period. If you change the name of a device after it has been discovered in the Gateway, the new name will not appear in the device list automatically. To manually update device atrributes in Gateway versions 1.8.1 and later: Log in to the Gateway. Go to the device and click the Details tab. Click Retrieve details. In previous Gateway versions, rediscover the device to update its name. In general, static values for device attributes are only polled at discovery, for example, the items on the device details page. Sensor measurements are polled during the regular polling period.

  Some Galaxy UPSs report serial numbers that are not unique, such as XXXXXXXXXX or 0123456789. These serial numbers are unsupported in EcoStruxure IT Gateway version 1.9.0 and newer. If you discovered a Galaxy device that reports these generic serial numbers, the Galaxy device will show as offline after the Gateway is updated to version 1.9.0 or newer, and a new Galaxy device will be added with a unique identifier. You can delete the offline Galaxy devices from the device list.

Issue Some Gateway Appliances were shipped with bad ISO images. The networking functionality does not work properly on affected units.    Symptoms A system plugged into LAN 2 is unable to receive a DHCP address  A system plugged into LAN 2 with a statically assigned IP is unable to reach Webmin  The appliance does not receive an IP address when connected on LAN1  Affected Units Affected units were assembled in or prior to November 2019.  The assembled date is found on the package label.   appliance_assembly_date_360016634397.png   What To Do Contact Customer Support for assistance with this issue.