EWON Troubleshooting

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The HMK eWON Guide should be read before attempting to troubleshoot eWON issues. A simple mistake in the process - especially copying the activation key from eCatcher incorrectly - is often the cause of the issue.

If the solution is not found by following the advice on this page, please try the Support Wiki for further solutions.

Contents

Changing eWON Internet Connection

eWONs with both GSM and Ethernet capability have configurable internet connections. HMK very strongly advise repeating the entire setup procedure in order to do this. The brief steps are as follows:

  1. Create a new eWON in eCather with the new internet connection to be used and hence generate a new activation key;
  2. Rerun the Internet Wizard, changing to the new method;
  3. Rerun the Talk2M Connectivity Wizard using the new activation code.

The eWON should now come online in the new eCatcher instance you created (note: if changing from Ethernet to GSM, the eWON may need 'waking up' by SMS or phone call depending on the settings. This can take several minutes to show as online).

No Internet or Talk2M Connectivity

Ethernet

Firewalls

eWONs needs an open, outgoing VPN channel to communicate with the Talk2M servers. If an eWON has been correctly setup for connection over Ethernet WAN but does not seem to be generating any outgoing traffic, a firewall may be blocking traffic. The following outgoing ports need to be open:

  • UDP on port 1194, or
  • TCP on Port 443

Proxy Settings

Ensure you know whether your netowrk connects to the internet by proxy or not. If this is the case you must tick the relevant box during the Internet wizard and enter the required details:

  • Proxy server name or address (e.g. proxy.company.com:8080)
  • Proxy user name
  • proxy Password

Talk2M Connection Checker

The Talk2M connection checker attempts to connects to the Talk2M servers as if it were the eWON. If the connection test fails it will provide details on why, which may help resolve the issue. In order for it to be a valid test there are several requirements:

  • The PC should be connected to the same network connection point as the eWON would be;
  • Ethernet network connection settings of the PC must be the same as intended on the eWON (i.e.DCHP/fixed IP Address, Subnet Mask, Default Gateway, Primary/Secondary DNS);
  • PC must have no specific network privileges that would differ from those of the eWON;
  • Any proxy settings must be entered.

GSM Modem

Check Signal Level

If the eWON is configured to use the GSM Modem, but it isn't making a WAN connection, the first check to do is the GSM signal level (i.e. exactly the same thing as the reception level on a mobile phone).

On the eWON home page, open the Configuration menu. Select Communication. From the menu that appears on the left hand side, expand Interfaces and select Modem. The resulting page will display data on the internal modem, including signal level.

On standard GPRS netowrks, a minimum signal level of 18 is recommended for good communication. Under 18 will still function but at a reduced capacity. An HSPA network emits with a lower power and therefore a lower signal level is expected. On UMTS or HSPA networks, as low as 5 will still work.

A signal level of 99 shows the eWON has not received this information from its modem.

If the signal level is low, ensure the antenna cable is properly secured to the connector on the eWON and is run outside the panel.

Wake-up eWON

Ensure the eWON has been 'woken up'. The Modem LED on the front of the device should be solid green. If not, wake up the eWON by SMS using eCatcher or a mobile phone. Depending on the settings the eWON may be callable - allow to ring 5-15 times before hanging up.

The syntax for an SMS from any mobile phone must be exact and is as follows:

  • Talk2M_Connect, or
  • Talk2MConnect

The second option will only work with firmware 5.7s0 onwards

NOTE: After attempting to wake the eWON, it can take a number of minutes before this finally turns into an online connection.

Front Panel LEDs

eWON x005CD

  • PWR (green)
Solid green to indicate 12-24 VDC present
  • USER (BiColour)
Flashing green indicates normal state. This should appear around 20 seconds after power on.
For other mode, see Reseting eWON
  • SER/MPI (Green)
Flashing shows activity over the Serial/MPI port
  • MODEM (green)
Solid indicates a data service is detected and a connection has been made (i.e. GSM connection is active)
  • DI (green)
Solid green shows the digital input is at logic 1
  • DO (green)
Solid green shows the digital output is set at logic 0
  • LINK/ACT 1, 2, 3 and 4 (green)
LED on shows Ethernet connected to that LAN port. Flashing shows Ethernet packet transmission

eWON COSY 141

  • Power (green)
Solid green to indicate 12-24 VDC present
  • User (BiColour)
Flashing green indicates normal state. This should appear around 20 seconds after power on.
For other mode, see Reseting eWON
  • Serial (Green)
Flashing shows activity over the Serial/MPI port
  • Internet (green)
Solid green shows internet access configuration is ok
  • Key (green)
Solid green shows ethernet port key is on
  • Talk2M (green)
Solid green shows tVPN tunnel is ok
  • 1, 2, 3 and 4 (green)
LED on shows Ethernet connected to that LAN port. Flashing shows Ethernet packet transmission

eWON Reset

First Level Reset

To perform a first level reset, press and hold the reset button for approximately 4 seconds after powering up the eWON. The USER LED will flash red at about once a second. When this occurs, release the reset button and wait approximately 30 seconds. The eWON will automatically restart and become ready to communicate.

The following parameters return to default on a 1st level reset:

  • System Parameters (eWON name, User name/password reset to default adm/adm)
  • Gateway parameters (reset to 'unconfigured')

The following remains unchanged:

  • Selected language
  • Internet Configuration
  • Talk2M configuration (including activation key)
  • LAN IP address

Second Level Reset

The second level reset will format all non volatile memories and returns the eWON completely to its factory default settings. To perform a second level reset, press and hold the reset button for around 20 seconds. The USER LED will initially flash (indicating first level reset), continue to hold until it becomes solid red. Release the button and wait for around 90 seconds.

Initially after a second level reset, the eWON will perform a hardware auto test. If this completes successfully, the USER LED will flash with the pattern of 0.2 seconds on, 1.5 seconds off. If the test fails, the LED will blink on 0.2 seconds, turn off and then flash 1 second on/off a certain number of times that indicates the failure. If this occurs, please contact an HMK engineer. This procedure must be completed without interruption - failure to do so could corrupt the flash memory and the reset must be performed again.

Once the auto test is complete the eWON must be power cycled. This reset will cause the following operations:

  • Formatting of all non volatile memories including communication parameters and IP addresses
  • Full hardware auto test
  • Return to factory default

Factory Default Settings

Straight out the box or after a second level reset, the eWON will have the following settings:

  • LAN IP Address - 10.0.0.53
  • Subnet Mask - 255.255.255.0
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