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OPTICSre "connected" but nothing shows up in portal

Posted: Thu Jun 10, 2021 9:37 am
by miahallen
My Mate3 was configured a few years ago, and I have not had it network connected for some time....but I recently reconnected it to my home network and I can see in the "port" screen: "OPTICSre Connected". I can also log into the mate locally on my home network .....but when I log into the online OPTICSre portal, my system is listed, but it shows the system status "OFFLINE".

How can I troubleshoot this?

Re: OPTICSre "connected" but nothing shows up in portal

Posted: Thu Jun 10, 2021 9:47 am
by raysun
Screenshot_20210610-064329_DuckDuckGo.jpg
By clicking the ? in the lower left corner of the OpticsRE summary screen ( barely visible as pictured above) and submitting a service request to the Optics team.

Be sure to include the Site Name so they can find the system in their database.

Re: OPTICSre "connected" but nothing shows up in portal

Posted: Thu Jun 10, 2021 9:59 am
by Bryce Millet
A couple of troubleshooting steps you can try:

1. Verify that the MAC address on the local display still matches what is in OpticsRE.
2. Power cycle the system, the ethernet processor may have gotten stuck in a bad state trying to resolve the DNS address that isn't resolved until this is done. For instructions see: https://opticsre.uservoice.com/knowledg ... -or-mate3s
3. Verify that the main processor and ethernet processor have the same firmware version. You can check this under LCK -> Firmware Status. It should be the first two entries in the list.
4. You may want to try a different set of DNS servers temporarily. There are many free alternatives available from major internet and hosting providers.
5. If none of your troubleshooting steps work, consider updating to the latest firmware for your Mate3 available at https://www.outbackpower.com/resources- ... re-updates. Note that the Mate3 and Mate3s do not have compatible firmware, so you will need to download the correct version for your hardware.

Re: OPTICSre "connected" but nothing shows up in portal

Posted: Thu Jun 10, 2021 4:28 pm
by miahallen
Bryce Millet wrote: Thu Jun 10, 2021 9:59 am A couple of troubleshooting steps you can try:

1. Verify that the MAC address on the local display still matches what is in OpticsRE.
2. Power cycle the system, the ethernet processor may have gotten stuck in a bad state trying to resolve the DNS address that isn't resolved until this is done. For instructions see: https://opticsre.uservoice.com/knowledg ... -or-mate3s
3. Verify that the main processor and ethernet processor have the same firmware version. You can check this under LCK -> Firmware Status. It should be the first two entries in the list.
4. You may want to try a different set of DNS servers temporarily. There are many free alternatives available from major internet and hosting providers.
5. If none of your troubleshooting steps work, consider updating to the latest firmware for your Mate3 available at https://www.outbackpower.com/resources- ... re-updates. Note that the Mate3 and Mate3s do not have compatible firmware, so you will need to download the correct version for your hardware.
Bryce,
Thank you this is very helpful.....right away in step one, the MAC address does not match....how do I update it?

Re: OPTICSre "connected" but nothing shows up in portal

Posted: Fri Jun 11, 2021 10:34 am
by Bryce Millet
miahallen wrote: Thu Jun 10, 2021 4:28 pm
Bryce Millet wrote: Thu Jun 10, 2021 9:59 am A couple of troubleshooting steps you can try:

1. Verify that the MAC address on the local display still matches what is in OpticsRE.
2. Power cycle the system, the ethernet processor may have gotten stuck in a bad state trying to resolve the DNS address that isn't resolved until this is done. For instructions see: https://opticsre.uservoice.com/knowledg ... -or-mate3s
3. Verify that the main processor and ethernet processor have the same firmware version. You can check this under LCK -> Firmware Status. It should be the first two entries in the list.
4. You may want to try a different set of DNS servers temporarily. There are many free alternatives available from major internet and hosting providers.
5. If none of your troubleshooting steps work, consider updating to the latest firmware for your Mate3 available at https://www.outbackpower.com/resources- ... re-updates. Note that the Mate3 and Mate3s do not have compatible firmware, so you will need to download the correct version for your hardware.
Bryce,
Thank you this is very helpful.....right away in step one, the MAC address does not match....how do I update it?
I'll contact you with more information in direct messages.