If you have a problem when configuring a OneVue Transmitter or InfoBoard with the ODC app, refer to the following troubleshooting topics.
Troubleshooting topics include:
Verify the device is powered on.
-
Verify the device is in Bluetooth Pairing mode and then select the app Refresh icon.
Transmitter: from its front panel, press and release the Bluetooth pairing button. Power LED is illuminated and Transmit LED flashes.
InfoBoard: from its back panel insert, press and release the Bluetooth pairing button.
-
If you are using an Apple device, when prompted to allow pairing to device, select YES.
If this does not resolve the issue or the message is not displayed, unpair the device and then retry configuration. To unpair, go to Settings > Bluetooth > Find the device (TX400 or IB4) and select the (I) icon next to it > select Forget This Device.
-
If you are using an Android device, its Bluetooth Location permission must be On. To verify, go to Settings > Permission.
If this does not resolve the issue, it may be due to repeated attempts to connect to a Primex device and the Bluetooth connection may have become stale.
Below are troubleshooting options to perform when this occurs.
Go to apps > Menu > Show System Apps > select Bluetooth or Bluetooth Share > select Storage & Cache > select clear Cache.
Power down the device, not just a restart, and power back on.
Go to Bluetooth connection settings. If the TX400 or IB4xx devices are listed as paired, select the gear icon and unpair them.
For a Transmitter, remove its AC power and the power it back on.
Use a different mobile device. Older devices, and in rare instances a new phone, may have a compatibility issue when configuring Primex devices.
During configuration, the ODC app displays an error message "trying to connect" or its device status color is grey in OneVue
Either of these errors indicates there is an issue with the device's network connection to OneVue.
Verify with the facility IT department the OneVue Network Requirements are met.
Verify the device has an Ethernet connection.
Power-cycle the device by removing its power source and power back on.
If already added to OneVue, verify its status in Normal (green), which may take a few minutes.
It's important to have the latest ODC app version is installed on your mobile device. It's recommended to set your mobile device to allow automatic app updates.
Apple iOS device: Go to Settings > iTunes & App Store > from Automatic Downloads > set Apps to ON position.
Android device: Go to Google Play Store app > Menu > Settings > Auto-update apps > Select an option: Over any network to update apps using either Wi-Fi or mobile data. Over Wi-Fi only to update apps only when connected to Wi-Fi.
Verify with the facility IT department the following network requirements are met.
Provide the following requirements.
The OneVue platform runs on the Amazon Web Services (AWS) cloud infrastructure. Organizations with network firewalls in place must proactively allow outbound network communication and file downloads through specific OneVue Domains and URLs. The files downloaded include the Sync device clock list, Notify device schedules, and device setting updates.
OneVue is a high-availability (HA) platform that may change IP addresses at anytime, therefore OneVue does not support the use of firewall IP address filtering.
If the firewall support wildcards:
|
Domain filters |
*.primexonevue.com us-east-1-production.s3.amazonaws.com |
|
URL filters |
https://*.primexonevue.com https://us-east-1-production.s3.amazonaws.com |
If the firewall does not support wildcards:
|
Domain filters |
console.primexonevue.com deviceapi-alt.primexonevue.com deviceapi.primexonevue.com onevueapi.primexonevue.com us-east-1-production.s3.amazonaws.com |
|
URL filters |
https://console.primexonevue.com https://deviceapi-alt.primexonevue.com https://deviceapi.primexonevue.com https://onevueapi.primexonevue.com https://us-east-1-production.s3.amazonaws.com |