Sometimes it happens that the Ewon gets stuck in an unknown status from which it is unable to communicate with the user or other devices.
This article will help you investigate and detect if it is a RMA case, or the issue can be solved locally.
APPLICABLE PRODUCTS
Ewon Flexy Family
Ewon Flexy modem extension card: FLB3204, FLB3205, FLB3202, FLB3203, FLB3209, FLB320A.
ISSUE / QUESTION / SYMPTOM
In case you are using an Ewon Flexy with one of the extension cards mentioned before, and you are not able to detect the Ewon module in eBuddy Software, or to open the Web page of the Ewon please go through the steps below in order to detect the possible root cause.
In most of the cases another good indicator is the USR LED flashing RED.
- IP conflict
- Extension card needs a higher version of firmware
- Firmware version is corrupted
- Hardware issue (defective base unit or modem card)
POSSIBLE CAUSES / ANSWER
- IP conflict
The most common root cause is that there is an IP conflict on the network. If the IP of the Ewon already exist and is used by another device in the network, the Ewon base unit cannot start properly. To make sure that this is not the situation, the most simple and fast test is to first reboot your device with all Ethernet cables unplugged.
If the boot sequence can be finalized, this was the root case.
If USR LED still flashing RED continue to next step.
2. Extension card need a higher version of firmware
A firmware is a software that is embedded into a hardware device. This firmware controls how your device behaves. If you are trying to boot with an extension card that needs a higher firmware version (the minimal firmware required is labeled on the extension cards box or the PCB sticker).
If you are using only an FLB3202 card, this is a very standard extension card and the FW version requirements is very low.
Upgrade modem firmware version
If USR LED still flashing RED continue to next step.
3. Firmware version is corrupted
To eliminate this possible root case, the best option is trying to perform a backup and recovery using eBuddy, or and SD card.
Here is a document that will guide you in the necessary steps: eWON recovery and major firmware upgrade
4. Hardware issue (defective base unit or modem card)
If you already tried the steps before and still the unit will not have any connection you may deal with a defective base unit.
To check this, unplug the extension card and see if the base unit can boot properly.
If the answer is yes, the extension card is the issue and need to be analyzed and replaced.
If the base unit still flashing RED and cannot finish the boot sequence, the problem is coming from the Ewon gateway itself and will need to be analyzed and replaced or repaired.
ADDITIONAL INFO
Always take a look to the extension card connector, to verify that this is not damaged.
If your extension card connector is damaged, the extension card cannot be recognized and the Ewon Base unit block the boot sequence to avoid any other electrical damage.
Unfortunately in this situation and if a damaged extension card was pushed too hard inside a Ewon base unit, there is a risk that the extension card connector on the Ewon base unit side was damaged too.
We recommend in that case to send both devices: the base unit and the extension card for analyze.
All returns are handled by your official distributor via the HMS Customer portal.
Return Material Authorization (RMA) procedure