1 Long Red Flash
Unable to connect to Network

2 Long Red Flashes
Unable to DHCP a network address

3 Long Red Flashes
Unable to obtain current time via NTP

These errors are typically related to localized elements from network setup. Resolution will need to be an evaluation of the network for the device or the connection itself.

Some potential troubleshooting steps are:

• Confirm the indicator lights on the switch or router you are connected to show traffic/connection
• Check network environment and determine if reader is getting DHCP lease OR appropriate network lease. Note:
  • If whitelisting is required for deployment, ensure that the MAC address printing on the device is correctly entered.
  • Confirm that port(s) required for outbound communication to the Link cloud service are open.
• Check with your IT Team if ports are open (outbound port 123).

Note: Our device can only negotiate at 10-base-T or 100-base-T.

This typically means that the MAC address has not been entered correctly. You can find the MAC address on the Device Management page by selecting a device and choosing ‘Settings’. A possible resolution is:

• Check with your IT Team if ports are open (outbound port 443)
• Delete the device and re-add the MAC address into the system.

All of these commands should return “true”. They can be run on Windows Powershell and can be run if there are any suspected firewall issues.

Test-NetConnection – ComputerNamefirmware.app.bioconnect.com -Port 443 -InformationLevel Quiet

Test-NetConnection –
ComputerNameapiprod.app.bioconnect.com -Port 443 -InformationLevel Quiet

This would typically be a firewall issue that is preventing access to our cloud server. A possible resolution is:

• Confirm that port(s) required for outbound communication to the BioConnect cloud service are open

Test-NetConnection –
ComputerNamebossywolf.mq.app.bioconnect.com -Port 8883 -InformationLevel Quiet

Test-NetConnection –
ComputerNameglobal.azure-devices-provisioning.net -Port 8883 -InformationLevel Quiet

Test-NetConnection –
ComputerNameBioConnect-IoT-EastUS.azure-devices.net -Port 8883 -InformationLevel Quiet

Out (67)

In (68)

Devices use DHCP to obtain their IP address on the local network, and only IPv4 is supported at this time.

Domain Name Service: Used to resolve hostnames. Network dependent. 

Default DNS Entries are 8.8.8.8 and 8.8.8.4

Network Time Protocol used to obtain current time of day.  Required for validating server certificates and logging. Host: pool.ntp.org & time.windows.com.