9. Troubleshooting¶

9.1. Troubleshoot a Device¶

For the following steps an account with Platform Administrator rights is required.

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

9.2. Troubleshoot the Connectivity Suite¶

For the following steps an account with Platform Administrator rights is required.

Click on the wrench icon in the upper right corner
Select “Logs”
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
Download the file and send it to the Connectivity Suite support

9.3. General issues¶

9.3.1. Issues during an Update¶

9.3.1.1. Server certificate verification failed¶

Error

fatal: unable to access 'https://cs-dev.netmodule.com/connectivitysuite/cs-update.git/': server certificate verification failed. CAfile: /etc/ssl/certs/ca-certificates.crt CRLfile: none

Solution

Update the Linux packages using the following command via terminal on the Linux server:

Update the CA certificates:

sudo apt update
sudo apt-get install --only-upgrade ca-certificates

If that does not yet resolve the issue, update all packages:

sudo apt update
sudo apt upgrade --fix-missing