Gateway Management Module (GMM)

Troubleshooting GMM

Gateway troubleshooting

Stuck in Registering for more than 10 mins

This usually indicates that the gateway is not able to contact Cisco Kinetic.

  • For cellular gateways, ensure that a SIM card was inserted and has valid data plan.
  • If using Ethernet gateways, verify that the required network ports are open and that there are no firewalls blocking the gateway from reaching the internet.

Stuck in the In Progress state for more than 10 mins

  • Ensure that the gateway did not go offline and internet connectivity is still present.
  • Check the Gateway Event logs under the gateway details page to see if the gateway registered successfully and was configured.
  • Verify that the WAN interface configuration is correct in the template used to claim the gateway.

Gateway is in Failed state

  • Ensure that the gateway did not go offline and internet connectivity is still present.
  • Check that the gateway model and model for the associated template are the same.
  • Verify that the WAN interface configuration is correct in the template used to claim the gateway.

GPS troubleshooting

If the gateway location is not being updated correctly on the map view:

  • Wait for the update to occur. The gateway location is updated every 30 seconds.
  • Verify that GPS is enabled in the gateway details -> current config page.
  • If GPS is not in enabled state, check if the gateway was claimed using a configuration that enabled GPS. This can be checked in the gateway event logs. There will be entry such as “Gateway was configured using configuration xyz”.
  • Delete and reclaim the gateway with the correct configuration, if required.
  • Ensure that the correct GPS antennas are attached to the gateway.

Login troubleshooting

Ensure that you or your user has a valid account in the portal.

Click “Forgot Password” to reset a password.

Verify network connectivity

Use the following methods to verify that your network can communicate with Cisco Kinetic and is properly configured.

Verify DHCP

To ensure that the gateway has received an IP address and DNS information, connect a laptop or similar device to the LAN network where the gateway is installed and ensure that the laptop gets a valid IP address.

Verify DNS

DNS is required for CGNA to resolve the cluster IP address.

To ensure that DNS is working, connect a laptop or similar device to the LAN network where the gateway is installed and ping a public hostname. For example:

Code Snippet
CopyIR829_FGL19442222#ping ip www.google.com
Translating "www.google.com"...domain server (172.10.10.1) [OK]

Type escape sequence to abort.

Sending 5, 100-byte ICMP Echos to 172.217.3.196, timeout is 2 seconds:

!!!!!

Success rate is 100 percent (5/5), round-trip min/avg/max = 50/54/64 ms

Verify TPS connectivity

To verify that connectivity to the Tunnel Provisioning Service (TPS) is successful, connect a laptop to the network where the gateway is installed and verify that you can telnet in to your Cisco Kinetic cluster:

telnet cluster-address 9123

For example:

Code Snippet
CopyIR829_FGL194422LV#telnet iotdc-tme.iotspdev.io 9123
Translating "iotdc-tme.iotspdev.io"...domain server (8.8.8.8)
Translating "iotdc-tme.iotspdev.io"...domain server (8.8.8.8) [OK]
Translating "iotdc-tme.iotspdev.io"...domain server (8.8.8.8) [OK]
Trying tme3.iotspprod.io (52.91.111.234, 9123)... Open

Private subnet troubleshooting

If the devices connected to the gateway are not getting assigned the right DHCP IP addresses:

  • If private subnet is not enabled, the devices will be assigned IP addresses from Cisco Kinetic.
  • Verify that the private subnet is enabled in the gateway details -> current config page.
  • If privtae subnet is not enabled, check if the gateway was claimed using a configuration that enabled private subnet. This can be checked in the gateway event logs. There will be entry like “Gateway was configured using configuration xyz”.
  • Verify that the configuration details entered for configuration are correct.
  • Delete and reclaim the gateway with the correct configuration, if required.

Customer VPN troubleshooting

If the gateway is not able to establish a tunnel with the head end router:

  • Verify that VPN is enabled in the gateway Current Config page.
  • If the VPN is not enabled, check if the device was claimed using a configuration that enabled the Customer VPN. This can be checked in the gateway event logs. There will be entry like “Gateway was configured using configuration xyz”.
  • Verify that the details entered for the VPN configuration are correct.
  • Delete and reclaim the gateway with the correct configuration, if required.
  • Verify that the configuration on your head end router is correct, and that it allows the gateways to establish tunnels with the provided configuration.

Note: There is a known issue in the current release where site-to-site VPN Tunnel and the site-to-site VPN Tunnel IP Address in the gateway details page can take up to 30 mins to update after it is successfully enabled.

Work Group Bridge (WGB) troubleshooting

If the gateway is not able to connect to the root access point:

  • Verify that WGB is enabled in the gateway Details -> Current config page.
  • If it is not enabled, check if the gateway was claimed using a configuration that enabled WGB. This can be checked in the gateway event logs. There will be entry such as “Gateway was configured using configuration xyz”.
  • Confirm that the details entered for the WGB configuration are correct.
  • Delete and reclaim the gateway with the correct configuration, if required.
  • Ensure that the correct antennas are attached to the gateway.
  • WGB is supported only on the 5GHz radio. Verify that the root access point is compatible with this.
  • Make sure the radio frequencies between AP and the WGB device are in the same domain and have a common frequency.
    • Use the command show controller Dot11 1 frequency to display the frequency channels.
    • Ideally, there will be many overlapping non-DFS channel between the IR829 gateway`s AP and the root AP.

Note: WGB is supported only on IR829 gateways that use cellular as the uplink (not supported on IR809 gateways and Ethernet enabled IR829 gateways.

WiFi troubleshooting

If you are not able to connect any devices to the WiFi hotspot configured on the gateway:

  • Ensure that the correct SSID and preshared key are entered into the device.
  • Ensure that the correct antenna is attached to the gateway and that the device is within range.
  • Verify that WiFi is enabled in the gateway Details -> current configuration page
  • If WiFi is not enabled, check if the gateway was claimed using a configuration that enabled wifi. This can be checked in the gateway event logs. There will be entry such as “Gateway was configured using configuration _xyz_”
  • Delete and reclaim the gateway with the correct configuration, if required.
  • If Work Group Bridge (WGB) is also enabled on the gateway, then WiFi works only on the 2.4 GHz radio.

Note: WiFi is supported only on the IR829 gateways (not supported on IR809 devices).

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