Debugging a disconnected Balena device

Product support
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1

Recently we have been getting a number of the devices losing connection with Balena services. This is indicated by the LED blinking *_*_*_*____*_*_*_*____ (see Troubleshooting - Balena Documentation).

In an attempt to understand why the device had lost connection we tried to connect to the device through a gateway device (see Balena Device Debugging Masterclass - Balena Documentation). We were not able to connect through another device connected to the same network.

In order to check connectivity between the online (gateway) device and the offline (target) device we checked that the device could be accessed over ping. Again the device was not accessible using ping from the online Balena device.

Interestingly, the device is accessible when ping'd from a windows computer, but only when that computer is connected to a wired internet connection. We have got a local router configured with default settings.

Does anyone have any advise on how to about debugging this issue? I am fairly perplexed as to why there is a different between ping called from a Balena device on a wireless network and a Windows device on a wired network.

2

Hi, most possibly the difference is between connecting via the wired vs wireless networks. It may be that the access point or router is being configured with some form of client isolation.
Are you able to SSH into the balena device from the wired network device?
Also, it would be helpful if you could describe your setup with more details, like mentioning the device type you use and whether they have both wired and wireless networks, as well as details about the specific network topology.