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Troubleshooting Devices That Do Not Come Online

NI InsightCM™ 3.1 Help

Edition Date: July 2017

Part Number: 374498D-01

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Parent Topic: Getting Started with Configuring Devices

NI InsightCM Server implements authentication for devices as they come online and operate. If a device successfully connected to NI InsightCM Server, its status throughout the NI InsightCM web application, such as on the Device Configuration page, is Online. However, if a device fails a step in the authentication process, its status changes to report the issue. The following table lists the statuses that the NI InsightCM web application displays for devices, possible causes, and steps you can take to troubleshoot them.

Tip  Ensure you wait long enough for devices to download configurations, update the application, and/or reboot before troubleshooting or seeking support. Devices can require up to fifteen minutes to complete some operations.
Status on Device Dashboard Possible Cause Troubleshooting Steps
Offline The device is in the process of rebooting. Wait at least several minutes to see if the status changes.
The device was manually disabled via the Action menu item on the Device Configuration page. Select Connection»Reset Connection from the Action menu on the Device Configuration page.
The device does not have connection information. Open the Device Configuration page, select the device, and then select Connection»Test Connection from the Action menu. The NI InsightCM web application returns one of the following messages:
  • Connected via device's web server—Select Connection»Reset Connection from the Action menu.
  • Responded to ping—Complete the following steps:
    1. Wait a few minutes, and then repeat the test. If this response still occurs, continue to the next step.
    2. Verify the IP address of the device in the NI InsightCM web application matches the IP address you expect the device to have.
    3. Select Reboot from the Action menu.
    4. If this action fails to restart the device, you might need to physically reboot the device via the Reset button on the controller.
The device is not powered on or not connected to network.
  • Verify the physical connections to power and the network.
  • Watch the USER1 LED on the device. This LED blinks steadily to indicate normal operation.
  • Physically reboot the device via the Reset button on the controller.
Unconfigured The device IP address is not configured and has never tried to connect to NI InsightCM Server. To set the IP address, browse to the Device Configuration page»Hardware tab for the device and click the Edit Hardware button.
Unauthorized The device does not have credentials that match what NI InsightCM Server expects. Select the device, and then select Connection»Test Connection from the Action pull-down menu. The NI InsightCM web application returns one of the following messages:
  • Connected via device's web server—Select Connection»Reset Connection from the Action menu.
  • Responded to ping—Complete the following steps:
    1. Wait a few minutes, and then repeat the test. If this response still occurs, continue to the next step.
    2. Verify the IP address of the device in the NI InsightCM web application matches the IP address you expect the device to have.
    3. Select Reboot from the .
    4. If this action fails to restart the device, you might need to physically reboot the device via the Reset button on the controller.
UpdatingFirmware The device is in the process of downloading firmware and rebooting.
  1. Wait at least fifteen minutes after the last action you perform in the NI InsightCM web application to see if the status changes.
  2. Open the Device Configuration page and ensure the value in the Device Type column reflects the device model. For example, a Periodic and Event Recorder System based on the cRIO-9068 controller should have a device type that contains CMS-9068. If the device type is incorrect, select Change Device Type from the Action pull-down menu.
UpdatingConfiguration You saved the device configuration, or changes to the server triggered NI InsightCM Server to update the configuration on the device. Wait at least five minutes after the last action you perform in the NI InsightCM web application to see if the status changes.

Logging Information about the Connection Process

NI InsightCM Server provides the ability to log important details about server and device operations so you can provide National Instruments Support with troubleshooting information. To log events that occur specifically during the provisioning process, enable the following tracepoints on the System page»Trace Logger tab. Refer to the help for the Trace Logger tab for more information about enabling tracepoints and accessing the logs they produce.

Tracepoint Name Tracepoint Description
Provisioning.StateChange Reports changes in the status of a device, such as when the software configuration or application is out of date.
Device.SystemEvent.Level1 Reports about device operations, such as acquisition triggers that fire and their cause.
Note  This point is not available until the first device connects to NI InsightCM Server.
Authentication.Srptracing Reports about operations related to authenticating device credentials.
Transceiver.Connections Reports when devices connect, disconnect, or become authorized to connect to NI InsightCM Server.

Related Information

Monitoring the Statuses and Health of Devices

Device Dashboard Page

Device Configuration Page


 

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