Below you can find the most common issues (and solutions) that you may face during the installation of the Accuware services. The issues are grouped into 4 different scenarios that can be identified by looking at the colors of the nodes inside the Cloudtrax dashboard and inside the Accuware dashboard.

 

Read this first: be aware that the information regarding the status of the nodes shown inside the Cloudtrax dashboard are not always fresh because the nodes report their status to Cloudtrax server only once in a while. This means that it could happen that nodes, not powered anymore (or with Internet connection problems), are shown GREEN inside the Cloudtrax dashboard even if they are supposed to be GREY (inactive).

1 – All GREY in the Cloudtrax dashboard

1.1 – Electricity

It could be that, the nodes do not have electricity:

  • if a gateway does not have electricity, all the nodes, connected to that gateway, lose the Internet connection and are not be able to communicate to the Cloudtrax server (regardless the fact that the repeaters are turned on).
  • if a repeater does not have electricity, then it will not be able to communicate with the Cloudtrax server.

Suggested actions:

  • Check power source to ensure it is working properly.
  • Try unplugging the power connection and plugging it back in.
  • If using PoE, try a different cable or try a wall adapter.
  • If already using a wall adapter, try a different wall adapter.
  • If no lights come on or come on only briefly despite using a working power source, submit an RMA request with Open Mesh.

1.2 – MAC addresses of the nodes

Check if the MAC addresses printed on a label on the bottom of your nodes are equal to the MAC addresses that you have in your Cloudtrax dashboard by following these steps:

  1. Access your Cloudtrax dashboard at this link.
  2. Click on Manage > Access Points.
  3. Check if the MAC addresses located in the Mac/IP column are correct. If you do not see that column, please unlock it by clicking the View Options button.

1.3 – Internet connection

If you think that the problem may be related to the Internet connection please test the Internet connection by plugging the Ethernet cables used by the gateways into the port of a personal computer to ensure that an Internet connection is available.

1.3.1 – Ethernet ports/cable (gateway nodes)

  • Check that the cable connections are secure on both ends, and that a link light is present on your switch or router. The Ethernet cable must be plugged into into the socket located next to the PoE socket of the node.
  • Try a different cable.
  • Check your switch or router configuration and logs to ensure it has not disabled the Ethernet port for some reason.

Power over Ethernet: If you want to use PoE (an Ethernet cable that provides data connection AND electricity) you can do so, and there will be no problems. In this case you need to read carefully this article.

1.3.2 – Configuration of firewall, DNS, ports, DHCP, proxies

If the gateways are behind a firewall, then you have to check if ports 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS) are open on your firewall and if the following domains are accessible:

  • its.accuware.com
  • s3.amazonaws.com
  • cloudtrax.com (and all subdomains)
  • downloads.openwrt.org

1.3.3 – IP address assignment

Problems regarding the IP addresses assignment can be checked easily by following these steps:

  1. Access your Cloudtrax dashboard at this link.
  2. Click on Manage > Access Points
  3. Check the color of the bars under the Outages column

If you see some yellow bars, very likely these could be the causes:

  • The DHCP is not enabled on the router. Keep in mind that you can not set a static IP address using the Cloudtrax dashboard as explained here.
    • Solution: enable the DHCP inside the settings of the router.
  • There is a conflict between the IP of the router and the IP assigned to the gateway node.
    • Solution: change the “Start IP address” inside the DHCP settings
  • The sub-net mask of the WAN is not configured properly on the router.
    • Solution: change the subnet mask to 255.255.255.0

1.4 – Cloudtrax firmware versions

Nodes with old Cloudtrax firmware (e.g. version equal to or lower than firmware 4xx) are not able to work properly with the new version of the Cloudtrax dashboard. You can check the firmware running on your nodes by following these steps:

  1. Access your Cloudtrax dashboard at this link.
  2. Click on Manage > Access Points.
  3. Check if all the nodes have the same firmware version under the Version column. If you do not see that column, please unlock it by clicking the View Options button.

If there your nodes are running firmware equal or lower than firmware 4xx then you need to upgrade the nodes to the latest firmware in one of these 2 ways:

  • OPTION 1:
    • Turn on all the nodes (those with the old firmware and those with the new firmware).
    • Connect at least one of the nodes with the old firmware to an Ethernet cable.
    • Enable the Automatic Upgrade (under Configure > Maintenance inside the Cloudtrax dashboard).
    • Select a firmware version lower or equal to firmware 6.3.16. Please be aware that the latest STABLE version of the Cloudtrax firmware could be different for different models of nodes (more info available inside this support page). If you have any doubt please contact us​ using this form.
    • Click on Save Changes.
    • Click on the button Upgrade Now.
    • Wait for all the nodes to upgrade to the latest firmware (it can take up to 45 minutes).
    • Please remember to disable the Automatic Upgrade switch once the upgrade is completed.
  • OPTION 2:
    • Upgrade the nodes manually by following the instructions at this link.

2 – Some GREY in the Cloudtrax dashboard

2.1 – Electricity

It could be that, the nodes offline inside the Cloudtrax dashboard, do not have electricity:

  • if a gateway does not have electricity, all the nodes, connected to that gateway, lose the Internet connection and are not be able to communicate to the Cloudtrax server (regardless the fact that the repeaters are turned on).
  • if a repeater does not have electricity, then it will not be able to communicate with the Cloudtrax server.

Suggested actions:

  • Check power source to ensure it is working properly.
  • Try unplugging the power connection and plugging it back in.
  • If using PoE, try a different cable or try a wall adapter.
  • If already using a wall adapter, try a different wall adapter.
  • If no lights come on or come on only briefly despite using a working power source, submit an RMA request with Open Mesh.

2.2 – MAC addresses of the nodes

Check if the MAC addresses printed on a label on the bottom of your nodes are equal to the MAC addresses that you have in your Cloudtrax dashboard by following these steps:

  1. Access your Cloudtrax dashboard at this link.
  2. Click on Manage > Access Points
  3. Check if the MAC addresses located in the Mac/IP column are correct. If you do not see that column, please unlock it by clicking the View Options button.

2.3 – Cloudtrax firmware versions

Nodes with different Cloudtrax firmware versions (4xx, 3xx, 5xx, 6xx) can not mesh together inside the same Cloudtrax network. You can check the firmware running on each node by following these steps:

  1. Access your Cloudtrax dashboard at this link.
  2. Click on Manage > Access Points
  3. Check if all the nodes have the same firmware version under the Version column. If you do not see that column, please unlock it by clicking the View Options button.

If there are nodes with different Cloudtrax firmware versions you can fix this problem by upgrading all the nodes with an old version to the latest version. This can be done in 2 ways:

  • OPTION 1:
    • Turn on all the nodes (those with the old firmware and those with the new firmware).
    • Connect at least one of the nodes with the old firmware to an Ethernet cable.
    • Enable the Automatic Upgrade (under Configure > Maintenance inside the Cloudtrax dashboard).
    • Select a firmware version lower or equal to firmware 6.3.16. Please be aware that the latest STABLE version of the Cloudtrax firmware could be different for different models of nodes (more info available inside this support page). If you have any doubt please contact us​ using this form.
    • Click on Save Changes.
    • Click on the button Upgrade Now.
    • Wait for all the nodes to upgrade to the latest firmware (it can take up to 45 minutes).
    • Please remember to disable the Automatic Upgrade switch once the upgrade is completed.
  • OPTION 2:
    • Upgrade the nodes manually by following the instructions at this link.

2.4 – Cloudtrax firmware stuck

It can also be that the Cloudtrax firmware is simply stuck on the node. It can happen (even if it is very rare) and you can try to solve by rebooting the node remotely following these simple steps:

  1. Access your Cloudtrax dashboard at this link.
  2. Click on Manage > Access Points
  3. Click on the gear icon under the Action column and click on Reboot

If after 10 minutes from the steps above the node is still GREY inside the Cloudtrax dashboard, you can try to solve by rebooting it manually:

  1. Unplug and plug the power supply of the node.
  2. Verify that after a few minutes the WLAN LED starts blinking.
  3. Verify that after 10 minutes the node become active (green) in your Accuware dashboard.

If after 10 minutes from the steps above the node is still GREY inside the Cloudtrax dashboard then you need to get in touch with the Cloudtrax support team:

  1. Please open a ticket using this form
  2. Let them know that “the node/s with MAC addresses A,B,C,D… belonging to network XXXX are not reporting information to the Cloudtrax dashboard”.
  3. Give to the Cloudtrax support team the IP addresses assigned by the DHCP to the gateway nodes (highlighted in YELLOW in the image below). This information can be collected by looking at the DHCP table of your router where you will be able to find the IP address assigned to each Open Mesh gateway node (listed with its MAC address). The Cloudtrax Support team has a VPN tunnel through SSH (TCP – port 18991) back to vpn.cloudtrax.com that can be used to check what is going on on the faulty node.

2.5 – Nodes far away each other

It can also be that the inactive node is just too far from the gateway and thus not able to communicate. You can solve by following these steps:

  1. Unplug the power supply of the node.
  2. Move the node near a gateway.
  3. Plug back the power supply of the node.
  4. Verify that after a few minutes the WLAN LED starts blinking.
  5. Verify that after 5-10 minutes the node become active (green) in your Cloudtrax dashboard.

2.6 – Internet connection

If you think that the problem may be related to the Internet connection please test the Internet connection by plugging the Ethernet cables used by the gateways into the port of a personal computer to ensure that an Internet connection is available.

2.6.1 – Ethernet ports/cable (gateway nodes)

  • Check that the cable connections are secure on both ends, and that a link light is present on your switch or router. The Ethernet cable must be plugged into into the socket located next to the PoE socket of the node.
  • Try a different cable.
  • Check your switch or router configuration and logs to ensure it has not disabled the Ethernet port for some reason.

Power over Ethernet: If you want to use PoE (an Ethernet cable that provides data connection AND electricity) you can do so, and there will be no problems. In this case you need to read carefully this article.

2.6.2 – Configuration of firewall, DNS, ports, DHCP, proxies

If the gateways are behind a firewall, then you have to check if ports 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS) are open on your firewall and if the following domains are accessible:

  • its.accuware.com
  • s3.amazonaws.com
  • cloudtrax.com (and all subdomains)
  • downloads.openwrt.org

As a general rule, you have to check that the Ethernet cables used by the gateways provide a valid the Internet connection (you can test this easily by connecting a laptop and checking if you are able to surf the net and access the domains listed above).

2.6.3 – IP address assignment

Problems regarding the IP addresses assignment can be checked easily by following these steps:

  1. Access your Cloudtrax dashboard at this link.
  2. Click on Network status button located in the top right corner of the page.
  3. Check the color of the bars under the Outages

If you see some yellow bars, very likely these could be the causes:

  • The DHCP is not enabled on the router. Keep in mind that you can not set a static IP address using the Cloudtrax dashboard as explained here.
    • Solution: enable the DHCP inside the settings of the router.
  • There is a conflict between the IP of the router and the IP assigned to the gateway node.
    • Solution: change the “Start IP address” inside the DHCP settings
  • The sub-net mask of the WAN is not configured properly on the router.
    • Solution: change the subnet mask to 255.255.255.0

2.7 – Cloudtrax firmware corrupted

You can try to reset the node to its factory settings following the procedure described here. If after 10 minutes from the reset the node is still GREY inside the Cloudtrax dashboard then you can try to solve by re-flashing the firmware following step by step this guide.

2.8 – Faulty nodes

If you have not been able to solve following the tips inside the previous paragraphs then it could be that the GREY nodes is simply faulty. Please get in touch with the Cloudtrax support team to check if the node is really faulty:

  1. Please open a ticket using this form.
  2. Let them know that “the node/s with MAC addresses A,B,C,D… belonging to network XXXX are not reporting information to the Cloudtrax dashboard”.
  3. Give to the Cloudtrax support team the IP addresses assigned by the DHCP to the gateway nodes (highlighted in YELLOW in the image below). This information can be collected by looking at the DHCP table of your router where you will be able to find the IP address assigned to each Open Mesh gateway node (listed with its MAC address). The Cloudtrax Support team has a VPN tunnel through SSH (TCP – port 18991) back to vpn.cloudtrax.com that can be used to check what is going on on the faulty node.

3 – All GREEN in the Cloudtrax dashboard – all RED in the Accuware dashboard

Keep in mind that it might take up 20 minutes for the nodes to download the Accuware firmware. Eventually, all the nodes should become active (GREEN inside the Cloudtrax dashboard and GREEN inside the Accuware dashboard). It can take a bit for the nodes to download the Accuware firmware and this time is function of the dimension of the mesh network and the speed of the Internet connectivity.

If after 20 minutes some of the nodes are still RED inside the Accuware dashboard and GREEN inside the Cloudtrax dashboard, then you can try to solve by following these steps.

3.1 – MAC addresses of the nodes

Check if the MAC addresses printed on a label on the bottom of your nodes are equal to the MAC addresses that you have in your Accuware dashboard by following these steps:

  1. Access your Accuware dashboard at this link.
  2. Click on WiFi Loc Monitor > Nodes
  3. Scroll down and check if the MAC addresses located in the Nodes table are correct.
  4. If not, then scroll up, click on the first nodes with the wrong MAC address, click on Delete node and click again on the Google Map to add a new node with the correct MAC address. Repeat for all the nodes with wrong MAC addresses.

3.2 – Custom.sh text field empty

Please verify that the Custom.sh text field of the Cloudtrax dashboard is not empty. You can check the Custom.sh field by following these steps:

  1. Access your Cloudtrax dashboard at this link.
  2. Click the Configure > Advanced.
  3. Scroll down and verify that there is an URL inside the custom.sh Server text field. If not please submit a support request using this form.

3.3 – Node type

The problem can be due to the fact that your site is configured for a type of node and you are using a different type of node. You can check by following these steps:
  1. Access your Accuware dashboard at this link.
  2. Click on WiFi Loc Monitor > Settings
  3. Check if the Node Type field matches the type of nodes that you are using. If not please submit a support request using this form.

3.4 – OM2P-LC nodes

The OM2PLC nodes transmits the reports to the Accuware server using a different MAC address compared to the one they are supposed to use (the one printed on the label on the bottom of the nodes). In order to overcome this issue, you need to add to the Accuware dashboard a MAC address with the last byte increased of 1 digit.

Example:
  • Cloudtrax dashboard: EC:89:74:06:C1:C0
  • Accuware dashboard: EC:89:74:06:C1:C1

3.5 – Internet connection

If you think that the problem may be related to the Internet connection please test the Internet connection by plugging the Ethernet cables used by the gateways into the port of a personal computer to ensure that an Internet connection is available.

3.5.1 – Configuration of firewall, DNS, ports, DHCP

If the gateways are behind a firewall, then you have to check if ports 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS) are open on your firewall and if the following domains are accessible:

  • its.accuware.com
  • s3.amazonaws.com
  • downloads.openwrt.org

3.6 – Cloudtrax firmware versions

Nodes with old Cloudtrax firmware (e.g. version equal to or lower than firmware 4xx) are not able to work properly with the new version of the Cloudtrax dashboard. You can check the firmware running on your nodes by following these steps:

  1. Access your Cloudtrax dashboard at this link.
  2. Click on Manage > Access Points.
  3. Check if all the nodes have the same firmware version under the Version column. If you do not see that column, please unlock it by clicking the View Options button.

If there your nodes are running firmware 3xx or 4xx then you need to upgrade the nodes to the latest firmware in one of these 2 ways:

  • OPTION 1:
    • Turn on all the nodes (those with the old firmware and those with the new firmware).
    • Connect at least one of the nodes with the old firmware to an Ethernet cable.
    • Enable the Automatic Upgrade (under Configure > Maintenance inside the Cloudtrax dashboard).
    • Select a firmware version lower or equal to firmware 6.3.16. Please be aware that the latest STABLE version of the Cloudtrax firmware could be different for different models of nodes (more info available inside this support page). If you have any doubt please contact us​ using this form.
    • Click on Save Changes.
    • Click on the button Upgrade Now.
    • Wait for all the nodes to upgrade to the latest firmware (it can take up to 45 minutes).
    • Please remember to disable the Automatic Upgrade switch once the upgrade is completed.
  • OPTION 2:
    • Upgrade the nodes manually by following the instructions at this link.

4 – All GREEN in the Cloudtrax dashboard – some RED in the Accuware dashboard

Keep in mind that it might take up 20 minutes for the nodes to download the Accuware firmware. Eventually, all the nodes should become active (GREEN inside the Cloudtrax dashboard and GREEN inside the Accuware dashboard). It can take a bit for the nodes to download the Accuware firmware and this time is function of the dimension of the mesh network and the speed of the Internet connectivity.

If after 20 minutes some of the nodes are still RED inside the Accuware dashboard and GREEN inside the Cloudtrax dashboard, then you can try to solve by following these steps.

4.1 – MAC addresses of the nodes

Check if the MAC addresses printed on a label on the bottom of your nodes are equal to the MAC addresses that you have in your Accuware dashboard by following these steps:

  1. Access your Accuware dashboard at this link.
  2. Click on WiFi Loc Monitor > Nodes
  3. Scroll down and check if the MAC addresses located in the Nodes table are correct.
  4. If not, then scroll up, click on the first nodes with the wrong MAC address, click on Delete node and click again on the Google Map to add a new node with the correct MAC address. Repeat for all the nodes with wrong MAC addresses.

4.2 – Accuware firmware stuck

It can also be that the Accuware Wi-Fi Location Monitor firmware is simply stuck. It can happen (even if it is very rare). You can try to solve by rebooting the node remotely following these simple steps:

  1. Access your Cloudtrax dashboard at this link.
  2. Click on Manage > Access Points
  3. Click on the gear icon under the Action column and click on Reboot.

If after 10 minutes from the steps above the node is still RED inside the Accuware dashboard and GREEN inside the Cloudtrax dashboard, you can try to solve by rebooting the node manually:

  1. Unplug and plug the power supply of the node.
  2. Verify that after a few minutes the WLAN LED starts blinking.
  3. Verify that after 10 minutes the node become active (green) in your Accuware Wi-Fi Location Monitor dashboard.

4.3 – Internet connection

It can also be that the node is having difficulty to download the Accuware firmware. Please test the Internet connection by plugging the Ethernet cables used by the gateways into the port of a personal computer to ensure that an Internet connection is available.

4.3.1 – Configuration of firewall, DNS, ports, DHCP

If the gateways are behind a firewall, then you have to check if ports 53/tcp (DNS), 80/tcp (HTTP) and 443/tcp (HTTPS) are open on your firewall and if the following domains are accessible:

  • its.accuware.com
  • s3.amazonaws.com
  • downloads.openwrt.org

4.4 – Connection speed

If the problem persist, connect the node to Internet through an Ethernet cable. Even if the repeaters don’t have to be connected to the Internet through an Ethernet cable during their normal usage, by connecting them directly to the the Internet during the installation phase, the Accuware Wi-Fi Location Monitor firmware and all the necessary configuration parameters will be downloaded easily and quickly by the nodes.

If after 10 minutes from the steps above the node is still RED inside the Accuware dashboard and GREEN inside the Cloudtrax dashboard please submit a support request using this form.

Get an email alert when a node is down: if you want to be notified when one or more of your nodes are down we invite you to read the following article.

5 – All GREEN in the Accuware dashboard – some GREY in the Cloudtrax dashboard

5.1 – Cloudtrax firmware stuck

This is something really rare and it is related to the fact that the check-in process crashed. This problem can be solved with the help of the Cloudtrax support team:

  1. Please open a ticket using this form
  2. Let them know that “the node/s with MAC addresses A,B,C,D… belonging to network XXXX are not reporting information to the Cloudtrax dashboard”.
  3. Give to the Cloudtrax support team the IP addresses assigned by the DHCP to the gateway nodes (highlighted in YELLOW in the image below). This information can be collected by looking at the DHCP table of your router where you will be able to find the IP address assigned to each Open Mesh gateway node (listed with its MAC address). The Cloudtrax Support team has a VPN tunnel through SSH (TCP – port 18991) back to vpn.cloudtrax.com that can be used to check what is going on on the faulty node.