MOBOTIX Bridge Offline Troubleshoot Guide EN

[Mx-JoergS]

Symptom.
The bridge is not accessible from the cloud dashboard and shows a red exclamation mark as in the screenshot below.

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Then this may be due to the following theme:

• Bridge is behind a firewall blocking necessary ports
• Bridge has no internet connection → contact service provider
• Bridge is not switched on (power failure etc.) → Check infrastructure

Troubleshooting FW problems:
A: Locally connect the smartphone via USB cable and use the Mobile Bridge Configurator.

Mobile Bridge Configurator mit dem Smartphone

Mobile Bridge Configurator (für den Fachmann): In den meisten Fällen muss an der Bridge Konfiguration nichts geändert werden, die Verbindung mit der Cloud passiert automatisch. In Fällen wo eine Anpassung der vordefinierten (Automatik) Einstellungen notwendig sind wie z.B. Eine Statische IP zu vergeben , Passwort ändern etc. hilft vor Ort der Mobile Bridge Configurator dies über das Smartphone einzustellen anstatt einen Monitor und Tastatur anzuschließen. Mithilfe der Netzwerkdiagnose können a…

B: Connect a Monitor and a USB Keyboard locally to the Bridge
C: Connection to the bridge using SSH (for experts).

Connect via monitor

You may encounter a problem where a bridge reports as Internet Offline, but expects it to reflect as Online. The most effective troubleshooting method would be to have a monitor and USB keyboard that you can connect to the bridge and run some diagnostic tests.

• Log in with the password of the bridge User name/password. User Admin and password in factory state the last 5 digits of the bridge S/N e.g. 48341

• Navigate to Network Diagnostic Info and run the test.

• Depending on the results, perform the following steps.

No connection detected
Check the network connection. If the address is static, the problem is probably because the settings do not match the device it is connected to. If this is the case, capture the WAN settings, images of other device settings and physical network connections.

Verify that the port the bridge is connected to is enabled. You can test this by connecting your computer and going to the Google website.

Make sure that the cable is OK.

IP address, but no connection to the cloud possible

The problem is probably that the required outgoing ports are not open. Make sure the network administrator has met the network requirements. After checking that all the required ports are open, contact support with the network settings.

Access for experts via SSH.
Tools for SSH access:

• Putty (often used with Windows) https://www.putty.org/
• Terminal Window for Mac OS and Linux

Access via SSH to the bridge can be done using the two built-in network interfaces of the bridge.

SSH via the CamLan port:

• Make sure that the network interface of your laptop is set to DHCP
• Connect your laptop directly to the CamLAN port of the Bridge.
• Start Putty or a terminal window and use the SSH commands.
  Instruction for PUTTY:
• Enter 10.143.0.1 in the Host Name bar.
• Enter 22 in the Port Name bar (if port 22 does not work please use port 33022)
• You may receive a PuTTY security warning, select No
• Enter the credentials, (admin and machine password e.g. 48341).
• Select Network Diagnostic Info
  

SSH via the CamLAN port (port 33022):
Using the Windows Power Shell, a Mac Terminal or a Linux Terminal window, you can also connect to the bridge via SSH command.
Example for this:
ssh admin@ -p 33022
(if no -p 33022 is specified, port 22 is assumed by default)

Clarify possible error messages with your IT.

SSH over the WAN port: (Remote Administration)

• Bridge WAN Port is set to DHCP Client in the delivery state and obtains a dynamic IP from a DHCP server.
• The WAN IP address can be found out in the following ways:
  • Via the Bridge settings in the Cloud Dashboard (Bridge Information field). This assumes that the bridge can connect to the cloud unhindered via the Internet. (typical case)
    
    
• Read out the assigned IP address of the bridge via the DHCP server (consult with IT).
  In the following example, the assigned IP is 192.168.178.21.
  
  

Password is the last five digits of the bridge serial number.
Afterwards the configuration settings of the bridge appear in which you can make individual IP and subnetmask settings for the WAN or Cam Lan interface!

WARNING
If the settings are incorrect, the connection to the bridge can be disturbed and a local connection via monitor and keyboard at the bridge is necessary to correct the settings!

Access via Windows Power Shell:
This works identically to the access with the Mac Terminal!

When contacting our support, please provide the following information:

• Bridge ESN
• Account name/Reseller
• Screenshot: Network diagnostics image
• Contact details of technician and reseller