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How to diagnose and troubleshoot a QuickConnect issue

30 Jun 2022

This article describes the steps to diagnose and fix the remote connection to a Netbiter using QuickConnect.

 

APPLICABLE PRODUCTS

  • Netbiter EC300 series
  • EC310
  • EC320
  • EC350
  • EC360

 

PRE-REQUISITES

Make sure you have Windows Admin rigths and you are able to temporaly turn the firewall and antyvirus off.

 

IN THIS ARTICLE

When logging on QuickConnect, your Netbiter appears offline, or not in remote access mode. This can be caused by the following reasons

 

Netbiter is offline or no internet access

Check the Netbiter is powered on and online, to do this, look on the indicator leds and verify the Power, Gateway and Uplink/WAN are in green.

 

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Not in the remote access mode

Check the Netbiter is Online, set to Remote Access mode and it´s synchronized. To do this, you will have to log in to your Argos account (netbiter.net) go to management tab > configuration tab, and verify these items:

  • Green star: this indicates the Netbiter is online.
  • Green check mark: this indicates the las synchronization was successful.
  • Greyed out synchronize button: this indicates there are no changes on the configuration to upload to the device.
  • Remote Access ON: this is mandatory to be able to remotely connect to your machine

 

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Check the Netbiter´s Remote access settings, depending on the project set up you might have to turn on one or two options, in the next example Network bridge is ON, and the IP address is set to 192.168.10.60 / 255.255.255.0 these is found under the management tab > configuration tab.

 

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Firmware needs to be updated

Check the Netbiter has the latest firmware, to do this, you´ll have to navigate trough management tab > firmware tab and compare the actual version vs the available firmware options.

 

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Wrong configuration on device or user

Check the user has Remote access rights, click on the User Name > User rights and verify the box is marked up.

 

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QuickConnect not running properly

Check the name of the Network adapter, when the QuickConnect is installed also a network TAP-Windows adapter is installed, it must be renamed to “QuickConnect Network Bridge”, (double check for missed typing) and be sure it´s set up as dynamic IP address.

 

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Check the LAN configuration matches the field devices and is not duplicated

 

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If you have a greyed out Connect button, make sure your device is enabled by clicking on the circle at the left of the device name until the button turns blue.

 

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Other optional settings

 

Disable temporally your computer´s firewall and antivirus, they might be blocking the remote connection.

Check the Network adapter is using a different subnet than the rest of the adapters, this can create a conflict between them.

Reinstall Quick Connect, be sure to run the installer as admin.