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Troubleshooting ​

Note

Connecting to Bootstrap Server is a process that enables the router to acquire certificates and keys, which are essential for connecting to the Management Server.

Router Stuck in Bootstrap ​

Problem:

The router is stuck in the Bootstrap Server process and is not receiving any successful response from the server.

Potential Causes and Solutions:

  • This issue may arise if the router was not properly registered in WebAccess/DMP during manufacturing.
  • Contact WebAccess/DMP support to request registration of the router in the DMP instance.
  • On-Prem only: contact your System Administrator to register the device to WebAccess/DMP.

Failure to Connect to Bootstrap Server ​

Problem:

The router can't connect to the Bootstrap Server and shows the message: "Connection to Bootstrap Server failed."

Potential Causes and Solutions:

  • Firewall Blockage: A firewall may be preventing the router from connecting to the endpoint.
  • Incorrect Bootstrap Server Address: Verify that the Bootstrap Server configuration matches the public configuration if connecting to the public server. If using a private DMP server, ensure the address is correct and reachable.
  • No Internet Connection: Check the router's internet connection.

Failure Post-Bootstrap ​

Problem:

The router successfully connects to the Bootstrap Server but fails to connect to the Management Server.

Potential Causes and Solutions:

  • Firewall Blockage: A firewall may be preventing the router from connecting to the Internet.
  • Incorrect Time Setting: The router's time may differ significantly from the server's, causing certificate validity issues. Ensure the router's time is correctly set.