Troubleshooting Installation & Working with IT

If this your first time installing Onboard's Edge Software, this guide is for you. We understand that sometimes network environments and IT policies can introduce challenges. Our aim here is to outline common troubleshooting steps and how to work effectively with your IT team to get things up and running.

🔍 Common Installation Issues

After installation, the Edge Software VM is not connecting to Onboard
- Symptoms: You have successfully installed the software and turned on the VM, but Onboard cannot confirm the connection
- Possible Causes:
  - Missing outbound access to the internet
  - VPN or firewall rules blocking traffic
- Check
  - Does the firewall allow outbound traffic from Onboard's VM on Port UDP 1501?
    - If its a bridged connection, the VM will show up on your network as an individual device with its own IP address
Edge Software is not discovering BACnet Devices‍
- Symptoms: Devices don’t appear in Staging
- Possible Causes:
  - Devices are on a different subnet
  - Network broadcast is restricted
- Check:
  - Is the Edge Software's VM on the same subnet as BACnet devices?
  - Are the BACnet devices discoverable (i.e. are they responding to BACnet broadcasts?)
Edge Software is not connecting to Modbus
- Symptoms: Onboard APP shows failure to connect with Modbus device ‍
- Possible Causes:
  - Incorrect IP
  - Incorrect unit number
  - Device inaccessible on IP network
- Check:
  - Verify IP address and unit number of the Modbus device
  - Ensure Edge Software has IP-level access to the device
  - Confirm device models is supported by Onboard

🤝 Working With IT

Share Requirements Early: Provide your IT team the Installation Requirements and the Network & Connectivity Requirements guides ahead of time.
We respect their security protocols
- Reassure them:
  - Onboard uses no external inbound connections
  - SSH access to the Edge Software is only through a secure VPN tunnel