Mutualink QA ISG is offline to the Balena cloud

Product support
1

Hi We have a Nuc that runs Balena software to test on. The system was online to Balena for several weeks, then it went offline several days ago and we can’t get it back online. We rebooted and checked all the network connectivity. That all seems fine. The NUC it’s self is up and has the correct IP address assigned to it. It’s running version [balenaOS 2.98.33]. I was hoping someone in Balena support could assist with trouble shooting this issue further and help to get it back online to the Balena Cloud. Thanks

2

Hi @bsapienza, can you tell us if the device is totally online or is it in VPN only mode? Can you SSH into the device via the local network? From within the device, what is the output of curl https://api.balena-cloud.com/ping? Could you share the output of journalctl -u openvpn -a -n 100 --no-pager?

Could you check if anything has changed in the network configuration with regards to our Network Requirements.

Thank you

5

Hi thanks for replying . It finally came back fully on line yesterday without us doing anything. I was hoping you could tell us what happened on your end to avoid this in the future ?? thanks again …

6

Hi @bsapienza,

There are a wide variety of factors that can contribute to device connectivity, and without more info, we really can’t tell you specific ways of preventing this. The questions my colleague asked above are a good start, and I’ve added some of my own too:

  1. On the dashboard, was the device displayed as totally offline, Online (VPN Only), or Online (Heartbeat Only)? See [1] for more details about what these statuses mean.
  2. If you have access to the local network the device was on while it was offline, did the device show up when running sudo balena scan?
  3. Has this happened before on this device? What type of network is the device connected to, ethernet, wifi, or cellular?

Additionally, my colleague provided some good commands to run in a device shell, if you can access the device: curl https://api.balena-cloud.com/ping to determine connectivity to balenaCloud, and journalctl -u openvpn -a -n 100 --no-pager to see if there are any ongoing VPN issues. Next time if this occurs again, grabbing those logs will help narrow down the cause of the issue. If you cannot grab these logs and cannot access the device locally, to prevent instances of this occurring in the future, I would also recommend having a service on the device itself that watches for when the API, VPN, and overall device connectivity to the internet are experiencing issues, and rebooting the device if so, is a viable solution.

Thanks,
Christina

[1] Device statuses - Balena Documentation

8

OK thanks for the update . We’ll monitor it and report back if needed. Thanks again…