It seems like the device cannot establish a VPN connection. I can’t determine the exact reason, because the lines in vpn logs are truncated, but it seems like a TCP connection could be established but, after that the connection fails. I can’t find any indication, that the device reaches our cloud system though, so it seems like the connection is probably intercepted somewhere on the way. Maybe there is a firewall trying to perform deep packet inspection on that network?
When you write you can access it from another device on the same network, do you mean your Laptop or another balena device on the same network? If there is an online balena device on that same network could you grant us support access and point us to the device, then we can also access the non functioning one and dig deeper.
I am using a network in the company but I am not sure whether there is a firewall. However i tried yesterday with my personal wifi without any firewall and the device kept inactive. b.t.w I am in China, does it affect the connection?
By saying that i can access the device from another device, i mean my laptop. I have another Raspberry 4 on hand and i’ll try with it.
Being in China might affect the connection, since our VPN servers are located in the US, so the big firewall might intercept the connection and try to inspect it. We cannot guarantee functionality in this case unfortunately, but this is probably the cause of the problem. Please try it with another device as well and from different networks.
Hey @janetao, welcome to the forums! Are located in China as well? I assume the device registered properly to balenaCloud and you can SSH into it from the dashboard terminal (is connected to the VPN)? What version of balenaCLI are you using? Have you successfully pushed before, or this is the first time you’ve tried to push to the builder? Can you maybe try going to this link and create a new app for balena sound and see if it gets built correctly?
Hey - thanks for getting back to us. The firewall in your screenshot above is for your laptop, and the issue with your device connectivity won’t be affected by your laptop firewall settings. What we need to do is determine whether the device can reach the Balena servers OK. However, I can see for your balenaCloud screenshot that you have flashed a Production image, which means you cannot SSH directly into the device. See here: https://www.balena.io/docs/reference/OS/overview/2.x/#development-vs-production-images
What we need to do is determine whether the device can reach the Balena servers OK.
how can i check whether the device can reach the Balena servers ?
When i re-flash your device, i ssh into it, i can’t login to the balena.
