How to Troubleshoot the Issue When the Controller Status is Shown as Up and then Down Intermittently

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Summary:

• To check encryption setting on controller via Web Diagnostic.

• To check encryption setting in xPortalNet software.

Step-by-step Guide:

• To check encryption setting on controller via Web Diagnostic:

Step 1: Try to ping the controller's IP address to ensure that the controller can be reached on the LAN network. Launch the command prompt in the Server PC.

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Step 2: Type the following command into the command prompt window - "ping controller's IP address -t"

ping 192.168.0.10 -t

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Step 3: If the command prompt generates the following responses, proceed on with the rest of this article. If the command prompt responded with "Request timed out", it means that the Server PC is not able to communicate with the controller. Check and ensure that the LAN cable is properly plugged to the controller, and that the IP address is correct.

Figure 1: Response from Command Prompt Window

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Step 4: Launch Internet Explorer. At the address bar, type the controller's IP address and press Enter. The Windows Security window will be shown. Key in the username and password to log in to Web Diagnostic.

Figure 2: Windows Security Window

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Step 5: The Web Diagnostic welcome page will be shown as below. Go to Configuration > Input.

Figure 3: Web Diagnostic Welcome Page

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Step 6: The Input page will then be shown. At the Enhanced Network Encryption (AES 128) field, configure the setting to be either On or Off. The important thing to note is that the setting configured here must be the same as the setting configured in the xPortalNet software.

Figure 4: Input Window

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• To check encryption setting in xPortalNet software:

Step 1: Go to xPortalNet Server > Server Admin > Connection Setup > select the controller affected > Modify. The Edit Connection window will be shown. Ensure that the setting for the Enhanced Network Encryption (AES 128) field in step 6 of the previous section is the same as the setting for the field of User Encryption? in the Edit Connection window.

Figure 5: The Use Encryption? Field in the Edit Connection Window