Tektelic Gateway - troubleshooting

The network requirements are 2 items (we have an article on this here):

1. The GW must be able to reach Tektelic Cloud.
2. The GW must be able to synchronize its time.

Ensure that electricity is provided using either PoE or AC/DC-plug, not both at the same time.

Do a complete reboot of the Gateway! 2 ways how to do that:
A) Power-cycle: Pull all cables from the device. Unscrew bottom-cover and unplug the battery. Put all back. Done.
B) SSH into the GW with user "admin" (pw is found on the whitepaper coming with the GW), run this command: sudo /etc/init.d/mqtt-bridge restart; sudo tail -f /var/log/gwbridge.log 

Attach the GW to an open network (e.g. home or a 4G-router), if it works there you must research your network infrastructure.

If there is an issue with the gateway being offline / inactive, retrieving the log files can definitely share some light on the reasons for that for troubleshooting-purpose.

To retrieve the logs, you need SSH access to the gateway. For this purpose, the gateway and your laptop must be connected to the same local network.

For example, the gateway can be connected to the router via an Ethernet cable, while your laptop connects to the same router over Wi-Fi.

Alternatively, if your cellular provider offers a public IP address or a public APN, you can also use that for remote access.

How to log in with SSH to your Gateway:

1. Access the gateway via SSH with the appropriate credentials. See the table below for details.

   
   

2. Open the cmd or PowerShell (both ok) on your laptop.

3. Log in to the Gateway via ssh using the command: ssh admin(or root)@your_gateway_IP
   The IP-address of your Gateways can be found for example like this:
   - on your router among the connected devices
   - using KonaFT (Tools --> Find my Gateway)
   - Tektelic Cloud -> GW -> GW-info -> Interface eth0 (only Flowscape has this)

4. A password request will appear on the screen: admin=On GW paper; root=GW serial number.

Instructions on how to access the tektelic-bridge and config.json files:

1. After you log in to the gateway via ssh, send the following command and take a screenshot of the output so that the “server_address” field is clearly visible:

  cat /etc/default/config.json  

2. Send the following command and take a screenshot of the output so that the “url”, ‘username’, and “password” fields are clearly visible:

  cat /etc/default/tektelic-bridge.ns.toml

3. Send the following command and take a screenshot of the output so that the “url”, ‘username’, and “password” fields are clearly visible:

  cat /etc/default/tektelic-bridge.oam.toml

Instructions on how to download the debug log file:

1. This needs to be done while the GW is on your private company network, when it is not working as it should.

2. Login to the Gateway via ssh and ping 8.8.8.8

3. After that, download the debug log from /var/log/debug.
   If "permission denied" ? -> sudo-command to move permissions from root to admin first.
   
   PS: This debug-logfile does not need to be checked every time. It is only needed to verify that the Gateway was pinging the network (for example, 8.8.8.8); that was the only requirement.

   We send the debug-logfile and the screenshots to Tektelic-Support for evaluation.