17. Troubleshooting

For the following steps an account with Platform Administrator or VPN Network Administrator right is required.

17.1. Troubleshoot a Device

If there are problems with a Device, there are several things that you can check:

• Is the Device online?

  • No: Check when it was last online by navigating to the Health page and selecting the specific Device

    • Is the Device powered on?

      • Yes: Try to access the Device directly by downloading the Service Access VPN configuration and establishing a VPN connection to the Core Network

      • No: Power on the Device

• Yes, do a direct Device access by first downloading the Service Access VPN configuration and troubleshooting the Device outside of the Connectivity Suite

17.2. Troubleshoot the Connectivity Suite

1. Click on the wrench icon in the upper right corner

2. Select “Logs”

3. Click on “DOWNLOAD LATEST” to download the latest log file or choose one or multiple older log file from the list and click on “DOWNLOAD SELECTED”. The name of the file in the table indicates the timestamp of the last log entries in the file

4. Download the file and send it to the Connectivity Suite support

17.3. Browser settings Connectivity Suite SSL Certificate

Downloading the Connectivity Suite Root CA certificate using Microsoft Edge

1. Click on Certificate Error to the left of the address bar

2. Choose the Connectivity Suite Root CA from the menu on the right

3. Click on Export to file, this is the file that needs to be imported using one of the import procedures described below

Making your browser trust the Connectivity Suite Root CA

The client operating system or browser now needs to have the CA certificate added to its list of trusted CAs. The instructions vary by operating system and browser but instructions for a few major browsers are listed below.

Client (Operating System, Browser)	Instructions
Microsoft Windows	Right click the CA certificate file and select ‘Install Certificate’. Follow the prompts to add the certificate to the trust store either for the current user only or all users of the computer.
Firefox	Firefox does not use the operating systems trust store so the CA needs to be added manually. Manually add certificates and manage added certificates through Firefox’s Privacy & Security preferences. More information can be found on Mozilla Wiki
Chrome	If Chrome is configured to use the Windows trust store, adding the certificate to Windows (see above) is sufficient to add trust to the browser as well. Otherwise the certificate can be added manually using the following procedure: Open Settings > Advanced > Manage Certificates > Authorities, and select Import.
Edge/Internet Explorer	Edge/Internet Explorer uses the Windows trust store so adding the certificate to Windows (see above) is sufficient to add trust to the browser as well.