Problem

The IXrouter is unable to establish a VPN, Configuration, or Data logging connection. One of the following error messages is displayed on the device's Info page in the Fleet Manager and in the Cloud Connection Status component on a Device page in the Portal:

Cause

There is an issue with the internet connection. The IXrouter is able to reach the internet and IXON servers but is not able to establish the actual connection and keeps retrying. Rate limiting is a safety measure to protect our servers from being flooded with connection requests. This can have two causes:

Firewall

A firewall is interfering with the connection. This is usually a company firewall (for wired and Wi-Fi connections) or a firewall at the connection provider (for cellular connections). This can occur with a VPN, Configuration, and Data logging connection. A secure connection is used between the IXrouter and the servers in IXON Cloud. If a firewall modifies this connection in any way, e.g. by opening packets for SSL inspection, the connection is no longer considered secure and will be disconnected.

Unstable connection

A cellular or Wi-Fi connection is used that is so unstable, that the device has a good enough internet connection to reach the IXON servers, but can't establish the VPN, Configuration, or Data logging connection.

Solution

Address the cause of the problem and then reset the rate limit in the IXON Cloud error message.

Firewall

Make sure that the IXrouter’s internet connection is not blocked or filtered. In addition to opening ports and whitelisting IXON’s servers, you should also make sure that SSL inspection isn’t active as this would invalidate the secure communication between the IXrouter and IXON servers. For more information, see the article How does your device connect to the IXON Cloud? (ports, protocols & servers).

Alternative solution for the VPN connection
A possible alternative solution for the VPN connection is to use Stealth mode, which encapsulates the OpenVPN traffic in HTTPS. Instead of using the default HTTPS port 443, port 8443 is used to connect to the IXON VPN server. For more information, see the article Connect via a censored network (stealth mode).

Unstable connection

Improve the cellular or Wi-Fi connection stability.

• Check the signal coverage at your location.
  • For cellular, check online or contact the provider about cellular coverage at your location.
  • For Wi-Fi, you can check this by opening your computer/phone. You should be able to find the Wi-Fi network and the signal strength if it's within range.
• Make sure that the signal is able to reach the IXrouter:
  • If the IXrouter is placed within a cabinet, that will strongly reduce the strength of the signal. It is strongly advised to place the IXrouter's antenna outside of the cabinet.
  • The same applies in a lesser degree to obstacles, machines, or the construction of the hall itself that the IXrouter is located in. Reduce the obstacles and interference as much as possible. For cellular it may be beneficial to place the antenna as close to the outside world as possible: near a window or on the roof.
• Use the right antenna.
  • A cellular antenna will have an SMA Male connector while a Wi-Fi antenna will have an RP-SMA Male connector. More information: How to choose the right antenna.
• Connect the antenna to the correct SMA connector on the IXrouter.
  • The 4G/LTE model has 2 SMA connectors for a cellular antenna. The one closest to the power connector is the MAIN and the other connector is the DIV. Always connect an antenna to the MAIN.
  • The other IXrouter models have a self-explanatory inscription on the housing.
• Connect an extra antenna to the DIV SMA connector to reduce signal interference. Make sure the antennas are at least a few centimeters apart.
  • Only the 4G/LTE model has a DIV connector.
• If the cellular or Wi-Fi signal is still unstable, consider changing to a wired connection.
  
  • The IXrouter's WAN configuration will need to be updated to use wired.