My Safe is Not Connecting

Light Color

Resolution

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 BioConnect cloud service are open.
• Check with your IT Team if ports are open (outbound port 123).

4 Long Red Flashes
Unable to complete device provisioning (X509)

This typically means that the MAC address has not been entered correctly. The server is refusing to allow the certificate to be provided to the device. 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

5 Long Red Flashes
Unable to connect to MQTT server

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