Hi, We have a device that keeps bouncing from Online, to Heartbeat, to VPN only, to Offline. Then stays offline for a while and repeats this process. It is Running BalenaOS 2.98.33 and the config.json file references the old VPN link vpn.balena-cloud.com instead of the cloudlink.balena-cloud.com. Does this sound correct?
Hello Chris,
Thanks for writing.
Can you share the UUID of this particular device (preferably over a DM)? That will allow me to reference logs in the cloud backend.
It would help in narrowing down the issue if you could answer the questions below:
- Since when has this started happening and at what frequency does the device change states?
- Does the date correlate with any app or OS upgrade you performed on the device?
- Are there any other devices in the same network as this device? Do they encounter similar/identical issues?
- Have any network routing and/or firewall settings changed recently? Has any new network appliance been added to the setup?
Regarding vpn/cloudlink in config.json- it is a non-issue. The config file may contain the old endpoint in devices deployed before we moved to cloudlink. OpenVPN’s config file is the source of truth. Runninggrep balena-cloud /etc/openvpn/openvpn.conf should output remote cloudlink.balena-cloud.com 443. That will confirm the use of the cloudlink VPN endpoint.
HTH.
Thanks and regards,
Pranav
Forgot to mention, that it would be great if you could also enable support access for the device.