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--- vrm_portal:troubleshooting_ccgx_vrm_connectivity [2019-04-17 07:46] – guy_stewart
+++ vrm_portal:troubleshooting_ccgx_vrm_connectivity [2019-05-26 21:10] – mvader
@@ Line 1: / Line 1: @@
-====== Troubleshooting CCGX to VRM connectivity ======
+====== Trouble shooting Remote Console on VRM ======
-This document outlines the procedure to troubleshoot connectivity between a CCGX and the [[https://vrm.victronenergy.com/|VRM Portal]].
+Looking for how to trouble shoot transmission of data logs to VRM? See chapter 5 in the [[ccgx:start|GX Product manual]].
-Please also read the [[https://www.victronenergy.com/live/ccgx:start|manual of the CCGX]] on how to setup an internet connection and the logging to the VRM Portal:
 Not using a CCGX but a Victron Global Remote or Victron Ethernet Remote? See [[https://www.victronenergy.com/upload/documents/Manual-Troubleshooting-VGR-connectivity-EN.pdf|this document]] instead.
-Trouble shooting Remote Console on VRM? See last section in this document.
-On initial contact with the VRM site it may take a few minutes for data to appear, as a newly-connected or re-connected CCGX’s presence requires that data to be filtered through our back-end systems, before the information becomes visible on the VRM site.
-If the data backlog size continues to increase after the chosen logging interval time is met, then you have internet connectivity issues. You could try to increase the logging interval to a longer time, in order to reduce necessary bandwidth. Bandwidth requirement is quite low, so this normally only happens when using a cellular data connection. Try moving the antenna or obtain a higher gain antenna.
-==== Step 1. Update the CCGX to the latest available firmware ====
-[[ccgx:firmware_updating|]]
-===== Step 2 - Verify that the CCGX has a valid IP address =====
-In the menu Settings → Ethernet or Settings → Wi-Fi, check the following:
-  - State must be ‘Connected’
-  - There must be an IP address, that does not start with 169.
-  - There must be a gateway
-  - There must be DNS servers
-{{:drafts:troubleshooting_ccgx_vrm_connectivity_ethernet_menu.png?360,nolink }}
-{{ :drafts:troubleshooting_ccgx_vrm_connectivity_wifi_menu.png?360,nolink }}
-When using Ethernet and State shows 'Unplugged', verify that the Ethernet network cable is not faulty: try another one. The two lights at the back of the CCGX, where the Ethernet RJ45 cable plugs in, should be lit or blinking. Two dead lights indicate a connection problem.
-When using Wi-Fi and the menu shows 'No Wi-Fi adapter connected' check the USB connection to the Wi-Fi dongle. Try to remove the dongle and insert it again.
-When using Wi-Fi and the State shows 'Failure', it might be that the Wi-Fi password is incorrect. Press 'Forget network' and try to connect again with the correct password.
-In case there is an IP address that starts with 169, check whether your network has a DHCP server running. 99% of all networks have a DHCP server running and it is enabled by default on all well-known ADSL, cable and 3G routers. If there is no DHCP server running, then configure the ip address manually.
-===== Step 3 - Check connectivity between CCGX and VRM Portal =====
-Navigate to Settings → VRM online portal.
-{{  :drafts:troubleshooting_ccgx_vrm_connectivity_vrm_logger_menu.png?360,nolink  }}
-Check 'Last contact'. If this shows dashes or a time that is much larger than 'Log interval', the CCGX is not able to contact the VRM database.
-Resolution: make sure that your network has access to the internet. Plugin a laptop and navigate to [[https://vrm.victronenergy.com/|https://vrm.victronenergy.com/]] for example.
-If 'Buffered items' is larger than 0, it means that the CCGX can not connect to the VRM Portal. All data is sent using the First in First out principle: the VRM Portal will only show the most up to date information after all old data has been sent.
-In case all above checks have been done, internet connection is sure to work, and still 'Last contact' keeps showing dashes, try [[https://www.victronenergy.com/live/ccgx:firmware_updating|re-installing the firmware with a recovery image]].
-The communication required to communicate to the VRM Portal is:
-  - Working DNS
-  - Proper IP address
-  - Working internet connection
-  - Outbound http(s) connection to http://ccgxlogging.victronenergy.com on port 80 and 443. Note that should never be an issue, unless on very specialized company networks.
-Note that the CCGX does not support a proxy setup.
-For details on the required networking, see [[https://www.victronenergy.com/live/ccgx:ccgx_faq#what_type_of_networking_is_used_by_the_color_control_gx_tcp_and_udp_ports|here]].
-And if that also doesn't help, you can dig deeper. But that requires knowledge of Linux, working on the console, and ssh. Note that in 99.99% of all cases the root cause lies in the internet connection.
-===== Step 4 - Add the site to your VRM account =====
-Adding a CCGX to your account is only possible after the CCGX has made its first initial contact to the VRM Portal.
-As long as 'Last Contact' shows 'Never', go back to step 1 and 2.
-Once the internet communication is up, and 'Last contact' shows several seconds or minutes ago, continue with ADD Site on the VRM Portal. See [[:vrm_portal:start|Getting started with VRM]] for further instructions.
-====== Trouble shooting Remote Console on VRM ======
 The Remote Console on VRM feature allows full remote control of a CCGX, over the internet: