Troubleshooting

I don’t see some settings in the web configuration/Something is missing from the web configuration

If you have used the Web configuration in the past, it might be cached in your browser. If you recently updated your installation, and expect to see some changes, or you see constant errors while configuring items or browsing, do a hard refresh of the web configuration page to get the latest version.

To hard refresh, press and hold the CTRL key in your keyboard, and then press the F5 key. (CTRL+F5)

I get an Unknown Error while using the web configuration page.

Unknown errors are just that, unknown, even to us. This might mean that you have found a bug or some data files might be corrupted. Go to the Log Viewer, and look for the System > debug.log. Submit a support ticket and attach this file for assistance.

eACM shows an error when I try to start it.

If there is an unknown error, verify the following conditions are met:

• At least one publisher is created

• Only one publisher is enabled

• Every End Device created has a Connections Settings object set

• Every End Device created has a Tag Group object set

• The $Server object shows an expiration date for the license that is in the future

If all of the above conditions are met and you are still getting an error, please contact AUTOSOL support.

I get Illegal Data Address when polling Modbus registers.

The data address received in the query is not an allowable address for the slave. More specifically, the combination of reference number and transfer length is invalid. This might mean that you need to create a Custom Modbus Register Set and set the Register Format to Full Register Value, in order for the protocol to know exactly what register to poll.

Installing my package failed

• Verify that you have an internet connection on your device

  • You might need to check you have a route to the gateway giving you internet.

    • Run sudo route and make sure you have a “default” entry

      • If you don’t add one like so:

        • sudo route add default gw 172.16.56.1 eth0

        • This means your gateway is 172.16.56.1 and is going through interface eth0 which is lan 1 in my device.

    • An easy way to check if you have internet is to run ping http://google.com

      • If this fails

        • Your internet route is wrong or your DNS settings are wrong

        • You will not be able to download our dependencies from the internet.

        • Contact your IT.

      • If you cannot have internet on that specific device for whatever reason, contact AUTOSOL to see how we can help.

• Run sudo apt-get update and try again

  • This will update the debian repositories that your computer can contact to obtain dependencies

• If you see messages about Postgres, view the Troubleshooting Postgres page

• If you see SSL errors with pip installs try the following script to install all necessary Python dependencies

  • sudo python3 -m pip install --trusted-host pypi.org --trusted-host files.pythonhosted.org django jsonschema psycopg2 paho-mqtt django-cors-headers psutil Twisted

    Note: The “trusted-host” flag will skip the SSL errors

  • After these commands, its best to run the uninstall script and reinstall the apt Debian package completely.