User Manual

Building Operator Engineering Guide
Troubleshooting
1
A6V11881627_en_k
67 | 69
Device
operation
Description
When to perform
Restart
The device will be restarted and reconnected
automatically.
● General service or device
issues
● OS and application update
issues
● Proxy configuration changes
Factory reset
Siemens customer support function
A factory reset will delete all data including all
certificates for cloud communication and set the
device to default factory settings. You must
contact Siemens customer support before you
perform a factory reset. Have the device
information ready, such as Activation ID and
Serial Number. After Siemens customer support
deleted the device in the back office, the device
is ready for cloud registration.
● Change of network mode
● Use of device for another
project or a different customer
Reset
configuration
To ensure an error-free configuration reset, it is
recommended to uninstall all apps from the
device via first.
See Asset Manager User Guide (A6V12060067)
General settings, such as network connection
mode, password and device name are deleted.
Only certificates for cloud communication and
registration will stay. During reset, the device
will stay online.
● Use of device for another
project
● General device issues
● Change of network mode (In
addition, a factory reset will be
required)
Enable SSH
Siemens customer support function
SSH port will be activated for a duration of 24h
or until the device will be powered off/on.
See Cyber security Guideline (A6V11852371)
● Required for a detailed
diagnosis including debugging
and tracing.
Download
log files
Siemens customer support function
Downloads the password protected log file of
the device. Siemens customer support can
request the log file for a detailed error analysis.
● General device issues
Restart
applications
Application will be restarted and the device
stays online.
● Issues with the application
installed
● After a modification of
application specific parameters
within Maintenance tab >
Application configuration
section.
In case of issues with the device, it is recommended to perform a restart of the
device first. If the restart does not cause any improvement, reset the device
configuration or perform a factory reset.