SUPPORT

How to verify local connectivity?

Ping the router from the computer to verify that the LAN path to the router is set correctly. To ping the router from a PC with Windows 95 or later:

  • From the Windows taskbar, click on Start and select Run.
  • In the box, type ping followed by the router’s IP address, like in the following example: ping 192.168.0.1
  • Click OK. You will see a message similar to this one: Pinging with 32 bytes of data. If the path works correctly, this message will appear: Reply from : bytes=32 time=NNms TTL=xxx.

How to verify remote connectivity?

Ping the router from the computer to verify that the LAN path to the router is set correctly. To ping the router from a PC with Windows 95 or later:

  • Connect the workstation to the Realm (for more details refer to paragraph Remote workstations configuration procedures)
  • From the Windows taskbar, click on Start and select Run.
  • In the box, type ping followed by Sevio Router’s IP address indicated by the document Registration Sheet, for example: ping 10.189.243.1. Click OK. You will see a message similar to this one: Pinging with 32 bytes of data. If the path works correctly, this message will appear: Reply from : bytes=32 time=NNms TTL=xxx.

I cannot connect Sevio to the Internet on the wired network, led “i” is off:

Verify that the installation site network has a DHCP Server:
If not, contact IT and ask for an IP address/subnet mask and gateway to be assigned to Sevio (by modifying the WAN section with static IP from the portal)
If yes, contact IT by showing the file “Prerequirements Internet Connection” where the minimum requirements for a secure Internet connection are shown.

I do not have internet connectivity, on the installation site I did not find the connection set on Sevio defined during commissioning:

Verify other possible existing connections, check their characteristics/settings, (wired with static IP, WiFi on installation site, and where there are none of the following options, you can connect Sevio to the Internet via mobile hotspot) and then modify them on Sevio portal, do an “offline configuration”, send it to the installation site, download it on the Sevio USB key, and transfer it to a Sevio router that will take the parameters entered to go “Online”.
We recommend that you give the UMTS Modem to the installer to optimize times if needed.

A new hardware was put at the installation site, but I cannot reach it:

Once located the native IP address, go on Sevio Portal, change the LAN if necessary, matching it with the IP address of the new hardware, enable the “masquerade” function. With the specific application, reach the new hardware, modify the IP address if necessary, matching it with the automation network, enter the gateway (Sevio’s IP address), restore Sevio’s LAN IP address if necessary, disable the “masquerade” function. The new hardware is now accessible and integrated into the automation network.

Is it possible to manage and monitor the plants with multiple personal control points at the same time?

Of course, once you log on to your page, from Workstations – add workstation – define a name, you will generate a new credential that will be used to configure the VPN on the new control point. If necessary, you can repeat the operation for another workstation (also for tablets and smartphones)

Is it possible to invite an external System Integrator for support on a specific plant?

The Sevio System administrator can invite other operators with his same credentials (colleagues, internal technicians, service) who will have a view of all the plants, or invite as a “User” – “No Access” an external operator, from the Firewall of the specific plant, enable the operator. From now on, he will be able to reach the automation network, and once technical support is finished, access the firewall again to disable it.

The network of the installation site has the same IP address of Sevio

Thanks to the total firewall there is no IP address conflict

The customer has noticed the presence of a WiFi network available on the installation site

By default, Sevio Router is an access point, it generates an automation side SSID primarily for the installing technicians (to be connected with the automation devices without using wires and having Internet connectivity at the same time). You can enable a second SSID (Guest network) completely isolated from the automation network that will be dedicated to the people outside the plant.

I would like to connect the PC to the automation network on site to see the status of the devices

By default, Sevio Router is a DHCP Server on the LAN, to any hardware that does not have a wired or WiFi IP address, will be assigned an IP address matching the automation network. Therefore, by connecting a PC (you get an IP address automatically), you will be able to reach all the automation devices locally.