Cisco IoT Operations Dashboard
- Overview
- Edge Device Manager (EDM)
- Requirements and release notes
- EDM Sandbox
- Onboard network devices
- Configure network devices
- Manage network devices
- Monitor network devices
- EDM API
- Application management
- Application management troubleshooting tips
- Application Manager
- Cisco Cyber Vision
- Secure Equipment Access
- Edge Intelligence
- Industrial Asset Vision
- Overview
- Prerequisites
- Quick start guide
- View status and troubleshoot
- Create alerts and generate reports
- RF Performance Tool
- Add Templates
- Stream sensor data
- Add Geofences
- Group sensors and assets
- Northbound APIs
- Using APIs
- APIs
- Overview
- API
- Model
- AdditionalAttributesMap
- Asset
- AssetListResponse
- AssetRequest
- AssetType
- AssetTypeListResponse
- AssetTypeRequest
- AssignSensorsRequest
- AssignSensorsResponse
- CreateSensorRequest
- CustomAttributeData
- CustomAttributeMetadata
- Error
- LiveDataItem
- Location
- LocationData
- LocationDataResponse
- OnboardSensorRequest
- OnboardSensorResponse
- PageInfo
- Sensor
- SensorListResponse
- TabularTelemetryDataResponse
- TelemetryData
- TelemetryDataResponse
- TelemetryValue
- UnassignSensorsRequest
- UnassignSensorsResponse
- UpdateSensorRequest
- Industrial Wireless
- Solution Design
- Developer Resources
- Community and Support
Troubleshooting Tips
The following information provides assistance when working with the IoT OD Application Manager.
| Issue | Action |
|---|---|
| Adding an application fails. | * Check the file type and the format of the application package. * Check that the latest IOx client release is used to package the application. * Check if only one application is being uploaded at a time. * Retry to check if it is a temporary issue. * Ensure that the application package size is within the limits as specified in the application upload UI workflow. |
| Changing the version of an application fails. | * Ensure that the device has sufficient resources required for the new version. * Check the current version and transitional status from the application instance page or the Applications tab in the Device Details page. * Check if any errors are displayed in the application instance status field. * Check the application logs for any initial errors if the new application version fails to launch. * Download the tech support bundle and analyze the CAF logs for any issues during the application upgrade or startup. |
| The device is not present in the list of available devices on application installation screen. | Go to Devices > Select Device Name. In the Summary tab, check the IOx Status. If it's down, click on View Details to check for more information, and also review the Event Log. |
| When the IOx status in the Device Summary page is down, and the following condition are met: * The device is up. * You are able to execute "show iox" command using the Troubleshooting tab. * The output of the command shows that IOx is running on the device * You are able to trigger an IOx refresh and the "Last Heard Time" field is updated, but "Last Error on the device" field contains a value such as "connection refused". |
This happens when IOx on the device is not able to become fully functional due to an internal issue. To recover, disable IOx, clear the current state, and then restart IOx. Try executing the following command on the device (these steps are not applicable for IR8x9 devices). * no iox * clear iox * iox Then, try an IOx refresh again from IoT OD GUI. |
| The device appears in the list of available devices for installing applications, but the Install Readiness Status of the device is Device Capabilities not yet discovered, Device unreachable and the error message in the tool tip indicates Unauthorized or Too many failed login requests please try after some time. | This happens due to a mismatch between the GOS (guest-os) image version and the IOS version and this mismatch happens when there is an error during firmware upgrade due to which the GOS does not get upgraded. Use following commands to verify versions and contact Cisco support to confirm the issue: * Show version * Show platform hyper * Show platform guest-OS Upgrade to one of the latest firmware versions. |
| The device appears in the list of available devices for installing applications, but the Install Readiness Status of the device is Device Capabilities not yet discovered, Device unreachable. | Check if the device and IoT OD are connected. * For an EDM-Managed device, check if the device event logs has errors indicating connectivity issue to the device. For example: IPSec tunnel issues. * If the device is an Externally-Managed device, see the section below for more troubleshooting steps. Go to Devices > Select Device Name > Summary. Platform details will appear on the screen. * Click View Details tab of the device details page to see if IOx is running successfully on the device and the status of IOx. * Try using Refresh IOx. * Resolve the issue mentioned in the Last error on the device field. Retry Refresh IOx. * Check if IOx is running on the device using "show" commands related to IOx (exact commands will depend on the device type) from the device troubleshooting page. * Try to download the Tech support bundle and analyze the CAF logs for any issues in the IOx startup. |
| A blank browser tab results from a client-side failure to download the tech support log bundle. | This happens when the size of the tech support log bundle is very large. The maximum size depends on the available RAM in your computer where the browser is running. Refresh the page and close other applications to free up RAM and try again. |
| During the installation of an application, a device is highlighted in grey and marked as "Incompatible architecture." | This happens when a device is not compatible with the CPU architecture for which the application was developed. For instance, the device supports CPU architecture aarch64, but the application is designed for CPU architecture x86_64. |
| During the installation of an application, a device is highlighted in grey and marked as "Device supports only Cisco-signed applications." | This happens when the application is not Cisco-signed and the device's IOx platform does not support such applications. |
Troubleshooting of Externally Managed Devices
After following the IoT OD Service activation on an externally-managed IE3x00 device steps to onboard a device in IoT OD, the following INFO lines should appear in the Event Log tab of the device and its status should now appear as UP.
The following information provides assistance when working with device onboarding issues (indicated in Event Logs).
| Issue | Action |
|---|---|
| IOx is not enabled | Enable IOx and verify if it is running correctly. |
| IOx is not configured correctly | Configure AppGigabitEthernet1/1 in trunk mode with a unique native VLAN. |
| IOx is configured, but it still is not running correctly | Follow Cisco's recommendation and configure the trunk with an uncommon native VLAN. You can also choose to limit the allowed VLANs on this trunk to those needed for application and internet communication, though it's not mandatory. If you use a native VLAN number greater than 1004, ensure the switch is set to "vtp mode transparent" to allow VLAN creation. This setup allows applications to be deployed in any desired VLAN for better control of application traffic. |
| SD card is missing or not partitioned correctly for IOx usage | If the SD card is missing, insert an SD card. If the required IOx partition is not already set up in the SD card, format or partition the SD card accordingly. Note: This process will delete all data on the card. Prior to formatting, remember to backup or transfer any necessary files/data from the SD card to the boot flash. |
| * Device is not UP * The event log contains entries indicating authentication error or connection timeouts |
Confirm that the admin username and password is identical to user credentials added to device IOS configuration. |
| * Device is not UP * The event log contains entries indicating authentication error or connection timeouts |
Confirm both "ip http server" and "ip http secure-server" are enabled in IOS. |
| * Device is not UP * Device stays under the Staged tab |
Check the call home URL in the web socket transport profile under the header: cgna transport-profile wst. Pay close attention to correct IoT OD cluster, PID, and serial number format as shown with no spaces. * callhome-url: wss://us.ciscoiot.com:443/wst/cgna/IE-3400-8P2S+FOCXXXXVXXX |
| * Device is not UP * Device stays under the Staged tab |
Check the URL registration profile to make sure it is using the correct IoT OD cluster and no typos under the header: cgna profile cg-nms-register. For example, url https://us.ciscoiot.com/cgna/ios/registration |
| * Device is not UP * Device stays under the Staged tab |
Confirm device has functioning DNS service by pinging a public IP by name: * ping cisco.com Sending 5, 100-byte ICMP Echos to 72.163.4.161, timeout is 2 seconds: !!!!! |
| * Device is not UP * Device stays under the Staged tab |
A web socket might be established between the device and IoT OD, but the device is still not registering. Confirm the web socket connection state is "connected" using this command: * show cgna transport all | inc IDA Status IDA Status: Connected |
| * Device is not UP * Device stays under the Staged tab |
If web socket connection is not established, this low-level show command will display liveness messages between the device and IoT OD. There should be continuous ping/pong messages as follows: * show logging process ida internal reverse * 2023/05/24 18:40:29.453267143 {ida_ws_R0-0}{1}: [ida_ws] [6785]: (note): DATA: Sent PING Packet - pong Debt 1 * 2023/05/24 18:39:39.495901643 {ida_ws_R0-0}{1}: [ida_ws] [6785]: (ERR): LWS Callback:: REASON: 9 - CLIENT_RECEIVE_PONG |