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Changed LAN IP Address Remotely and now eWon is Offline

Comments

7 comments

  • Hugh Whitefur

    Hi Neil,

    Do you know what WAN IP the device was using, and what the new LAN IP was? A conflict between the two (e.g. where the new LAN IP is in the same subnet as the WAN IP it was using) could explain this behavior. You should be able to see the last known IP address details in Ecatcher.

    If you're able to get local to the device, a backup with support files would help us diagnose this definitively. You can download one from the web interface under Diagnostic -> Support Files (if it's a Cosy) or under Diagnostic -> Files Transfer, then "Support files" at the top right (if it's a Flexy).

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  • Neil1

    Thanks for the reply,

    The WAN IP (VPN IP in eCatcher ?) was 10.231.240.24

    The LAN was changed from 10.10.10.240 to 192.168.1.240.

    I do not have anyone on site at the moment but due this issue I will have to make the trip at some point.

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  • Hugh Whitefur

    The VPN IP is the address used to connect through our servers and shouldn't be a factor here. The WAN IP is what the Ewon uses to connect to the site's network and is what might cause a conflict. If you select the device in Ecatcher and click Log, you should see some messages like "Wan IP of Ewon[Name] is updated to X.X.X.X/24 during the connection."

    192.168.1.0/24 is a pretty commonly used subnet, so it seems plausible to me that this is the subnet that the WAN was using, and now there's a conflict preventing the device from coming online.

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  • Neil1

    Yes I agree that this is a common WAN but it does not appear to have been on this prior to updating the LAN (see image below).  I will get a backup of the eWon with support files when on site.  Can I post them in here or send them to you?

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  • Hugh Whitefur

    I will create a ticket from this thread so you can respond with the backup there.

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  • Mark While

    LAN address usually shouldn't cause this. Did you try the good ol' turn it off and on again? Sometimes it works. Also, check if there's any typo in the new address.

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  • Neil1

    Now solved: turns out site IT had disabled the WAN connection to the unit.

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