my device randomly stopped working; is currently just showing balenacloud logo; Request error: tunneling socket could not be established, cause=socket hang up

Product support
1

It says my device is online. however, when i try to restart it says:
Request error: tunneling socket could not be established, cause=socket hang up
I ran diagnostics and got this.

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Screen Shot 2020-03-12 at 10.54.59 PM
Screen Shot 2020-03-12 at 10.54.59 PM1776×834 77.9 KB

2

Hi @mzhao , welcome to the community! . The restart action requires the supervisor to respond and from the checks you linked it seems that the supervisor is in an unhealthy state, so that is why you are getting that error. If the device is online, could you grab some logs from the device. You can do this by opening a webterminal session to the HostOS and then typing journalctl -u resin-supervisor -n500 and pasting those logs here. Could you also tell us which OS version you are running and on what device type?

4

Thanks for replying.

Here are the logs:
– Logs begin at Sun 2020-03-15 15:02:25 UTC, end at Sun 2020-03-15 21:23:04 UTC. –
Mar 15 20:37:22 36a3722 resin-supervisor[11045]: …done.
Mar 15 20:37:28 36a3722 systemd[1]: resin-supervisor.service: Main process exited, code=exited, status=139/n/a
Mar 15 20:37:28 36a3722 systemd[1]: resin-supervisor.service: Failed with result ‘exit-code’.
Mar 15 20:37:54 36a3722 resin-supervisor[11403]: resin_supervisor
Mar 15 20:37:54 36a3722 resin-supervisor[11543]: active
Mar 15 20:38:02 36a3722 resin-supervisor[11544]: Container config has not changed
Mar 15 20:38:08 36a3722 resin-supervisor[11544]: Starting system message bus: dbus.
Mar 15 20:38:08 36a3722 resin-supervisor[11544]: * Starting Avahi mDNS/DNS-SD Daemon: avahi-daemon
Mar 15 20:38:08 36a3722 resin-supervisor[11544]: …done.
Mar 15 20:38:16 36a3722 systemd[1]: resin-supervisor.service: Main process exited, code=exited, status=139/n/a
Mar 15 20:38:16 36a3722 systemd[1]: resin-supervisor.service: Failed with result ‘exit-code’.
Mar 15 20:38:49 36a3722 resin-supervisor[12044]: resin_supervisor
Mar 15 20:38:49 36a3722 resin-supervisor[12342]: active
Mar 15 20:38:56 36a3722 resin-supervisor[12343]: Container config has not changed
Mar 15 20:39:00 36a3722 resin-supervisor[12343]: Starting system message bus: dbus.
Mar 15 20:39:00 36a3722 resin-supervisor[12343]: * Starting Avahi mDNS/DNS-SD Daemon: avahi-daemon
Mar 15 20:39:00 36a3722 resin-supervisor[12343]: …done.
Mar 15 20:39:09 36a3722 systemd[1]: resin-supervisor.service: Main process exited, code=exited, status=139/n/a
Mar 15 20:39:09 36a3722 systemd[1]: resin-supervisor.service: Failed with result ‘exit-code’.
Mar 15 20:39:27 36a3722 resin-supervisor[12806]: resin_supervisor

And my OS is
HOST OS VERSION

[balenaOS 2.46.1+rev1]

and my device type is: Raspberry Pi 3

5

Hi,

Could you grant us support access to the device please and provide us the device uuid? Unfortunately it is hard to say why the supervsior is crashing based on just these logs.

Thank you.

7

@afitzek Thanks, I just granted access.

8

Hi there.

Can you please also tell us the device UUID? Feel free to DM it to me directly.

Thanks,
James.

10

Hello there, if you still need help troubleshooting this please grant support access and DM me (or anyone in this thread from balena) the device UUID.

12

Hi, How do i do a DM?

13

Hi @mzhao,

You can DM one of us by selecting a username in a thread and then selecting ‘Message’. If you send a new message to me with the UUID, we can then have a look at the device.

Best regards,

Heds