SmartServer IoT Troubleshooting (KB1368)

SmartServer IoT Troubleshooting:

  1. Check the SmartServer User's Guide for the latest SmartServer IoT Software Release and Videos
    • Many issues are resolved by upgrading to a new software version
      • Make a backup of the SmartServer first using the CMS Storage Widget and Export the SmartServer configuration (CMS Settings > Export)
      • Make a backup before adding or changing SmartServer configuration
    • An USB Flash Drive (used for Software update or re-image) can not be plugged into the SmartServer at the same time as a USB Network Interface (U60, U70, U10, U20 or IOX).
      • Plug in either an USB Flash drive, or USB network interfaces, but both should not be plugged simultaneously.
      • Having both an USB 2.0 and higher flash drive or network Interface  plugged in simultaneously can cause the USB interface to shutdown requiring a power cycle.
  2. Important Notices
    • IP-852 - Use only SmartServer 2.70.015+ as earlier versions have an IP-852 issue
  3. If you see a Web page issue
    • Examples: Datapoints not updating or writing to a datapoint doesn't seem to work
    • Try refreshing the Web Browser (F5 or CTRL-F5)
      • If you PC hibernated (or went to sleep) it is possible that the CMS Web page is logged out
      • or a connection (e.g., WebSocket) to the SmartServer has been dropped
    • Close your Web browser or delete the temporary internet files as many reported Web page issues are due to cached Web pages
    • Only Chrome, Firefox and Microsoft Edge are supported at this time 
  4. Rebooting or power cycling SmartServer will fix many one time issues.
    • To Reboot click the Reboot button on the System Configuration Web page
  5. SmartServer constantly rebooting or stuck in boot process.
    • Symptoms:
      • May be able to access configuration Web pages but can't access CMS Web pages.
      • Console port shows SmartServer IoT constantly rebooting or stuck during booting.
    • See KB1387 for possible workarounds
  6. Can't find SmartServer IP Address
    a. SmartServer Plugged into IP network: Go to SmartServer Network Configuration Web page
             Hostname  = Bottom of SmartServer "smartserver-<install code>"
            for example (install code=123h6) : https://smartserver-123h6
    b. Using DHCP or mDNS (Bonjour)
        https://smartserver-<install code>
        https://smartserver-<install code>.local
    c. PC Plugged directly into SmartServer IoT: only works until you change to Static or DHCP
           LAN port (eth0):, WAN port (eth1);
    d. Use SmartServer serial console port (115200)
            type "ifconfig" and look at eth0 (LAN) or eth1 (WAN)
    e. If the network you are using 192.168.100.x then you will need to follow KB1392
  7. Possible Configuration issues
    a. You MUST change LAN or WAN IP Address Startup mode to Static or DHCP on the Network Configuration Web page
        - The SmartServer defaults to Startup mode for both the LAN and WAN ports
        - if you don't change this setting you may lose access to the SmartServer later on.
               - You only need to change the ports which have Ethernet cables plugged in.
  8. SmartServer IoT Ready light always flashes
    • If you are using multiple U60s, only one U60 can be plugged in during a re-image or resetting to defaults
      • Unplug all but one U60, click Reset-to-Defaults on System Web page, when done plug in each U60 one at a time while SmartServer powered.
    • This could means that the SmartServer didn't power up correctly due to memory, flash drive or database corruption
    • Check system health (see below, ssh and type "sudo supervisorctl status" and KB1369),
    • do a Reset-to-Defaults on System Configuration Web page
    • or contact support with system health information and contents of /var/log 
  9. Check SmartServer system health (CPU bandwidth, flash drive usage)
    • Check CPU, RAM, Flash drive using CMS Web page Storage widget,
      • or with ssh "top" and "df -h"
    • Check service status using ssh using "sudo supervisorctl status"
    • See KB1369 for details on how to check system health
  10. Can't access SmartServer Configuration or CMS Web pages but can ping it
    • Check if another device is using this same IP address, by unplugging SmartServer Ethernet cable and pinging the IP address again.
    • This may mean that the Web page security certificates are missing.  See KB1393 for details how to check if the security certificates are missing or re-image SmartServer to 2.70+.
  11. Can't access CMS Web page but can access Configuration Web pages.
    • After a power-cycle or reboot the CMS comes up in 5-10 minutes.
    • CMS can take up to 45 minutes on 2.52.002 to come up after starting a re-image
    • See KB1381 for troubleshooting tips
  12. Can't log into CMS Web page with apollo login but can log into Configuration Web pages and ssh or serial console.
    • After power cycle, reboot or re-image/upgrade, you need to wait until CMS comes up before changing password
      • Go to CMS We page, once you see login prompt you should be able to change password on System Web page. If you still see issue wait 15 minutes after reboot and try again.
  13. Signed certificate is timed out or get error
    • Signed certificates can only be used with original host name and times out every 3 months (requires Internet access)
    • Use Self-signed if no internet access
    • See KB1406 for SmartServer 2.80 only
  14. CMS Web page shows error Dump Message
    • Download the dump file and send to
  15. Feature troubleshooting: 
    a. User - Can't add User or you see "illegal address"
          - May be due to using Automatic password generation with no SMTP configured
          - If not using optional SMTP server  when creating User
                In Create User un-select Automatic password generation and manually set user password.
    b. IP-852 - Use only SmartServer 2.70.015+ as earlier versions have an issue
    c. BACnet - KB1434
    d. MODBUS - KB1377 
    e. Data Logs - TBD
    f. Schedule - Add a datalog to see if the scheduler is working
        - Schedules currently only work with Scalar values (the value is a single field like "0")
    g. Alarms
        - To confirm alarms ssh and type
             mosquitto_sub -t glp/0/+/fb/alarm/+/cfg -v
    h. OPC Server - TBD
    i. Don't see Service pin messages from external devices KB1378.
    j. Connections between datapoints don't works
        - IzoT CT and IP-852 - Change SmartServer to IMM before commissioning IP-852 or U60 Routers
        - Standalone (DMM) only - Connections between datapoints don't work KB1404
    k. iNex Export tool - make sure port 1883 open using ssh "sudo ufw status"

    Note: MQTT can be used to troubleshoot some issues. You can use a MQTT tool or ssh (don't use SmartServer console) and use mosquitto_sub commands as shown above (type CTRL-C to exit).  MQTT tools like MQTT Explorer can be used to troubleshoot some issues (port 1883 must be open)- KB1377
  16. U60s don't seem to work after Re-image or resetting SmartServer to defaults
    • Only one U60 can be plugged during Re-image or resetting SmartServer to defaults
    • Workaround:
      • Unplug all but one U60, do a Reset-to-Defaults, Plug in the rest of the U60s while SmartServer Powered
  17. SmartServer doesn't work properly after glpo upgrade  
    • Reboot or power cycle the SmartServer
    • Delete the problem item (Like scheduler) and re-add
    • Restore an old SmartServer backup
    • Do a Reset-to-Defaults
      • Standalone or DMM
        • Export all device, device templates, datapoint templates and schedulers
        • Unplug all but one U60
        • Click the Reset-to-Defaults button on System Configuration Web page
        • After reset complete Plug any additional U60s while SmartServer powered
        • Re-import all device, device templates, datapoint templates and schedulers
        • Provision all the devices
      • IMM
        • Export all datapoint templates and schedulers
        • Unplug all but one U60
        • Click the Reset-to-Defaults button on System Configuration Web page
        • After reset complete Plug any additional U60s while SmartServer powered
        • Import Resource File Sets, XIF and dlp files
        • Provision any MODBUS devices
        • Use iNex to export device information to SmartServer
        • Re-import all datapoint templates and schedulers
    • Re-image the SmartServer (see Re-Image below)
  18. To start over click the Reset-To-Defaults button on System Configuration Web page which will clear the SmartServer database but keeps the current IP Address setting
    • Reset-To-Factory resets database and IP Address
    • Only one U60 can be plugged in so if you are using more than one U60s remove all but one U60 before doing Reset-to-Defaults and re-add after one at a time when SmartServer powered up.
  19. To start from scratch (Re-Image)
    Requires SmartServer 2.61+ Installed (for 2.41 or 2.50 see KB1396)  
    • Remove all but one U60
    • Re-imaging a SmartServer using USB flash drive
      • To re-image type "sudo /media/usb0/"
    • If you see any issues try doing Reset-to-Defaults on System Configuration Web page
      • re-image may not always clear all settings so you may need to do a Reset-to-Defaults
    • If you still have an issue ssh and type one of the following apollo-reset commands replacing <password> with the SmartServer password
      • Use the SmartServer System Web page Reset-to-Defaults button "Reset Database" 
      • Reset SmartServer database and all other settings including IP-Address settings
               sudo apollo-reset factory <password>
      • For example, password = r45g-890a,   
          sudo apollo-reset normal r45g-890a
    • Add all additional U60s after SmartServer powered up
  20. SmartServer IOT fails to Re-Image through console
    • If you get the following error during a re-image with a USB flash drive through the console:
    • This means the USB Flash is not formatted with a FAT32 file system.
      • On Windows, you can use the Disk Management application in Windows Control Panel to reformat the drive. Be sure to select FAT32 for the format, other formats such as exFAT and NTFS will not work
  21. Contacting Dialog Support team
    Please provide the following information:
    a. SmartServer version (SmartServer System Web page, or CMS Web page)
    b. Whether the problem is new or always happened
    c. Summary of steps to reproduce issue
    d. Can't access CMS or have issues with Scheduler, datalogger, alarms.
        - Send support karaf.log and wrapper.log, see KB1381 for details.
    e. For all issues
       - Send support the contents of /var/log which contain all the non-CMS logs.
           - If you get a permission error, login with username root and use apollo password.
    f. Include the results of any MQTT commands that you may have used 
    g. Send support the global export (CMS gear icon) of the SmartServer
    h. Send support a SmartServer System Backup using CMS Storage Widget and SFTP the backup off the SmartServer
    i. Please provide Screen shots of any issues. 
    j. Send an email to with the information above
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