Device Connectivity Troubleshooting

This guide is designed to troubleshoot devices that appear offline in the YourSixOS platform. Additional troubleshooting resources:

• • Network Recommendations
  • Platform Communication and FQDNs
  • Troubleshooting Videos

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Getting Started

Before proceeding into this guide please verify each piece below:

• • • Does the device have power?
    • Does the device have local network connectivity?
    • Does the device have, and do you know the IP address?
    • Can the device resolve FQDNs?
    • Was the device previously working?
    • Did the device redirect from the AXIS dispatcher?

If all the above items are known, then please review the common firewall issues below

• • • Misspelled FQDNs in outbound firewall allow lists
    • 443 allowed out to internet but 53/DNS not allowed (when using public DNS)
    • Wildcard entries in outbound firewall allow lists not properly correlating traffic (e.g – *.yoursix.com unexpectedly not matching for platform.yoursix.com) and needing individual entries
    • SSL Inspection not trusting the certificate for the Axis dispatcher (disable SSL inspection for this host/vlan/etc so the device can phone-home)

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OSI Model Troubleshooting

The Open Systems Interconnection (OSI) model describes seven layers that computer systems use to communicate over a network.

Starting Point:

• Local: If you are local to the device, then start with layer 1 and work up the layers
• Remote: If you are remote, then start with layer 7 and work down the layers

Layers:

7. Application Layer: Layer includes issues related to protocols such as resource sharing or remote file access

• • • http(s), DNS, DHCP, RTSP
    • Does the DHCP server show a reservation for the mac address of the device?
    • Is DNS working on the customer network where device resides?
    • Does client network allow DNS (TCP port 53) to a layer 3 IP address (sometimes public, sometimes private)?
    • Does the DNS server that DHCP is distributing to the device respond to DNS queries?

6. Presentation Layer: Layer includes issues relating to items like encryption and is reserved for developer/escalation

• • • TLS, SSL, etc

5. Session Layer: Layer includes issues relating to items like APIs and sockets and is reserved for developer/escalations

• • • Does the client firewall show a session between the device and YourSix?

4. Transportation Layer: Layer includes issues related to transmission of data segments between points on a network, including segmentation, acknowledgement and multiplexing

• • • TCP/UDP
    • Is the customer allowing port 443 out to the YourSix platform from the devices?

3. Network Layer: Layer includes issues related to addressing, routing and traffic control

• • • IPv4, IPv6, ICMP
    • Can you ping the device from the local network? (ensure it’s the current IP – DHCP)
    • Can you ping the DNS server from the camera subnet? (not all DNS servers respond to ICMP)
    • IP, ICMP

2. Data Link Layer: Layer includes issues related to the transmission of data frames between two nodes connected by a physical layer

• • • IEEE 802.3, ARP
    • Does the device’s mac address show up in the mac address table of the switch?
    • Does the switch show power applied to the switchport? Is it expected to (be wary of injectors)?
    • Does the switchport show link status? Does the switchport show PoE status?

1. Physical Layer: Layer includes issues related to the transmission and reception of raw bit streams over a physical medium

• • • IEEE 802.11, IEEE 802.3
    • Is the camera physically plugged in?
    • Does the camera have water damage?
    • Does the wiring meet IEEE specification? Is there damage to the wiring?
    • Is the switch powered on?

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Next step for troubleshooting device connectivity is to check the system logs