ABB NETA-21 - Page 64

64 Installation troubleshooting (optional)
401 Unauthorized • Proxy error
• NETA-21 time is not up to date.
1. Make sure that NETA-21 webUI
shows current date/time (using UTC
timezone). If necessary, set correct
date/time or enable NTP (Network
Time Protocol), if the accessed
networks allows to access date/time
from pool.ntp.org servers. See
section Updating NETA-21 time on
page 26.
2. If problem persists with correct date
and time, contact customer
network/system administrator to
bypass proxy.
404 Not Found Portal Servers are down or busy.
The requested resource from server
could not be found but may be available
again in the future.
Ping digital services servers from cus-
tomer network. If Ping is not OK, Con-
tact Ability Remote Assistance
administrator to check whether Server
is down.
Note: Subsequent requests by NETA-
21 are permissible.
422 unprocessable
entity
Rejection of data packet from NETA-21
by the cloud.
This can be due to unsupported data
format.
Discarded event is shown on Events
tab in home page of NETA-21.
Refresh the page.
Discarded packets are rejected by
NETA-21 and is not re-sent to cloud.
Contact customer’s Network, System
administrator, If issue is not resolved
even after multiple refreshes of the
page,
500 Internal Server
Error
Server issue Contact Digital services support line
with a screen shot of the event.
502 Bad Gateway 1. Proxy IP Configuration in NETA-21 is
not correct.
2. NETA-21 IP is not allowed to commu-
nicate with Internet. Firewall blocks it.
1. Verify the Proxy IP is right.
2. Contact customer System adminis-
trator to unblock NETA-21 IP for Inter-
net communication.
3. If above explained is not resolved the
issue. Bypass proxy for NETA-21 IP
Communication or unblock NETA-21 IP
communication to the destination Ability
Remote Assistance Servers.
502 Proxy Errors.
The ISA Server
denied the specified
Uniform Resource
Locator (URL)
ISA server blocks communication to the
Ability Remote Assistance Server/HTTP
receiver web service URL.
Contact customers Network/System
administrator to unblock it or bypass the
URL from ISA proxy authentication.
502 Proxy Errors.
ISA authentication
required.
ISA Server authentication required over
proxy
Contact customers Network/System
administrator to bypass NETA-21 IP
communication to destination Ability
Remote Assistance server IPs.
502 Proxy Errors.
ISA Server is not
configured to allow
SSL requests from
this port
SSL requests from NETA-21 blocks by
ISA server
Contact customers Network/System
administrator to enable SSL requests.
Error code Root cause Solution