eCatcher is not sustaining connections

mitchell.hein

• February 05, 2024 18:00
• Edited

We have two different people reporting that they are able to connect to eWON devices and ping devices using eCatcher, but after about a minute the ping to devices stops working and we lose connection to them. Occasionally, eCatcher reports that it has dropped connection and attempts to reconnect and gets hung up on "Opening VPN Tunnel".

We are an OEM with a Talk2M Pro account. [120213-30]. We should be able to support 5 concurrent connections.

Our internet is fiber and shows no sign of connection issues as shown below. The problem looks to be on the HMS Networks side, but there is nothing reported as an issue on the "Ewon Status" site.

Please look into this for us.

UPDATE: As you can see below, I lose route connectivity at 10.213.74.110. The Ewon's address I was connected to within your system was 10.213.220.222. I never lost connectivity to Talk2M, but did lose connectivity to all devices on the other side of the VPN.

I heard from another I.T. Professional that it may be related to some change(s) that took place with Microsoft Azure over the last day or two. Can you confirm if this is related to that and/or give me an idea of the expected outage forecast?  Thanks!

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  Kyle Reynolds

  • February 06, 2024 14:04

  Hi Mitchell, 

  I'm going to transfer this to a support case so I can get some more information from you. In the meantime, can you please create a backup from one or two Ewons that are experiencing this issue? 

  I don't think it's an Azure issue, as your default server is on a different provider. 

  Thank you, 

  Kyle Reynolds

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  Martin

  • May 15, 2025 01:17

  Was this ever replicated/identified/fixed?

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  mitchell.hein

  • May 15, 2025 12:34

  This still happens. I never heard anything back on this.
  It doesn't happen continually. Just once in a while.
  However, it was happening again this week.

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  Kyle Reynolds

  • May 15, 2025 12:45

  Hi Mitchell, 

  At the time you told me that it improved after updating Ecatcher from 6.10 to 7.0.1 and I never heard back from you. This was case number 249533.

  Can you please send us the System Logs from Ecatcher? You can respond to my email from Feb 06, 2024 at 12:47 to continue that case.

  Kyle

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