When a Bridge cannot connect to the network that results in a missed check-in to OneVue, it is set to Warning state with an Unresponsive status. You may have noticed the Bridge yellow LED indicator flashing and the No Signal indicator is displayed on its LCD screen (lower-right corner).
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Determine where the network connection has failed by performing a manual check-in. The sequence of numbers displayed will help you determine what may be causing this issue.
While at the Bridge, press and quickly release its check-in button
(up arrow). Watch the numbers displayed on its LCD screen. Perform the corrective action steps based on the numbers displayed.Numbers displayed...
Corrective action steps...
1 only
Indicates the Bridge failed to connect to the facility's network.
Contact your IT department and ask the following questions.
Has there been a recent network change or an outage?
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If the Bridge is connecting to a Wi-FI network, has there been a change to its assigned wireless network SSID or passphrase?
If using a Wi-Fi network, verify there is a wireless signal strength of -60db or better at the Bridge location. It's recommended to measure the strength with a Wi-Fi analyzer mobile app.
Is MAC filtering used on the network? If yes, verify the Bridge's 12-character Gateway ID (MAC address) is added to the MAC filtering list.
Share the OneVue Network requirements with your IT staff to verify all requirements are met (ports and firewall settings).
If there has been a network change to the Bridge's current assigned network:
From OneVue, create a new Network Profile with the changed settings and then assign the Bridge's Migration Network to the new network.
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Once the Migration Network is assigned, you will need to set its network settings locally at the Bridge to allow its connection to OneVue to download the Migration Network settings.
If the current network assigned to the Bridge is available, during its network connection it downloads the migration network setting.
If the current assigned network is not available, update its network using the Primex Device Configuration software installed on your local computer
When the Bridge connects to the network and checks-in to OneVue, it automatically sets its Migration Network to its primary network and clears the Migration Network which is only used during this process.
Only numbers 12
Indicates the Bridge failed to connect to a NTP Server.
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Contact your onsite IT support staff to verify:
If using an external or public NTP Server, verify port UDP 123 is open. This may be closed if the facility is also using a private/internal NTP Server.
The NTP Server IP addresses required to be used for your facility's time devices.
Share the OneVue Network Requirements with IT staff and verify the port and firewall requirements are met. When they are not met, a network connection issue is common.
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From OneVue, verify the NTP Server settings are correct.
Go to Admin > Edit - your account name > locate the Time Synchronization section and verify the NTP Server settings.
If the current NTP settings are not correct, update and save the settings.
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Perform a manual check-in to allow the Bridge to download the updated NTP Server settings.
From the front of the Bridge, press and release its check-in button
. (up arrow).
Commonly, NTP Server settings are set in the account profile. If the Bridge NTP Servers are set to default, it uses the NTP Servers set in the account profile. When needed, different NTP Servers can also be set in the Bridge profile, although this is not common.
Only numbers 12 4
Indicates device connected to network and OneVue, but failed to connect to NTP time source.
Complete the steps in the section above (only numbers 12)
Numbers 1234
Successfully connected to assigned Network and NTP Server and checked in to OneVue.
Log in to OneVue and verify the Bridge returned to a Normal state.
From the Bridge, verify Signal OK is displayed, which is located in the lower-right corner of its LCD screen.