Converter Timeout

[CentexbelKlima]

The LAN-converter lost connection with the RMS cloud and this since 29/3/2020 around 07h00 (without external reason). His status is “Timeout”.
When we ping the converter, the apparatus cannot be reached during 10s every 90s to 120s.
What can be the problem?

[Jeremy Wingate]

Thanks for your message.

I would take the following steps.

1. Ensure the device is correctly powered and connected to the network. Consider power cycling the unit.
2. I suggest searching for the device using RMS-Config, confirm functionality via the web interface and confirm the IP address.
3. If the device is working here it should be connecting to RMS software. If it is not the likely reason is that the device has a different IP address and your network is now blocking the new device IP from reaching your server - please check with IT and perhaps consider using fixed IP addresses or ensuring RMS devices if they have specific rights on the network have allocated IP addresses bound to the MAC address.
4. Also as a point of routine if you can connect please confirm you have the latest firmware (v1.4 available here https://www.rotronic.com/en/producta...wnload?id=1562)
5. Finally to understand where the fault arose from where there any other things that happened on the network at this time – power cut, updates, etc?

If you can try the above or add any details hopefully we can get you device back up and running!

Thanks

[James]

Please see the support case 271: https://service.rotronic.com/forum/f...s/693-case-271.