SSC Tunnel Troubleshooting

Contact the symmedia support.

This error indicates that the SSC Data Link Tunnel Extension application is not installed on the Edge Device.

How to Verify Installation

1. Open the Applications tab in the asset details page.

2. Check the Installed Applications list for "SSC Data Link Tunnel Extension" with the status "Installed".

Next Steps

• If the application is missing from the Installed Applications list, install it from the Available Applications section.

  • if the Application isn’t in the list of available applications, contact your Service Provider, so that he can set the SSC Data Link Tunnel Extension Application compatible to the Machine Model (see Step 3).

• If the application appears but has a different status (other than "Installed"), please contact symmedia support for assistance.

If the Edge Device is offline, it may be due to one of the following reasons:

• The Edge Device is powered off.

• The Edge Device is not connected to the internet.

• Network traffic is blocked by a firewall.

Contact the symmedia support.

Contact the symmedia support.

Check if

• The Edge Device is powered off.

• The Edge Device is not connected to the internet.

• Network traffic is blocked by a firewall.

Check if

• The Edge Device is powered off.

• The Edge Device is not connected to the internet.

• Network traffic is blocked by a firewall.

This message indicates that the Edge Device can’t connect to the configured machine endpoint. At first check that the tunnel configuration is correct.
This message provided more details about the reason why the connection to the machine endpoint failed:

• No route to host: The Edge Device can’t contact the configured host. Please check you network environment:

  • Check if there is a network connection between the Edge Device and the configured endpoint.

  • Check if there is a firewall blocking the traffic between the Edge Device and the configured endpoint.

  • Check if the machine endpoint with that IP address is online and responding.

• Host is unreachable: That means that the Edge Device cannot connect to the machine endpoint.

  • Incorrect IP address: The IP address of the machine endpoint may be incorrectly configured.

  • Network problems: the connection between Edge Device and machine endpoint may be broken or the network connection may be unstable.

  • Firewall settings: A firewall could be blocking the connection.

• Connection refused: The Edge Device can contact the configured host, but the connection is not accepted by the target application.

  • Check that the application, that is supposed to accept the connection, is running.

  • Eventually check the logs of the application you are trying to connect to.

• Operation timed out: This means that a certain operation or request to the machine endpoint could not be completed within a specified period of time.

  • Network problems: The connection to the server or service may be interrupted or unstable.

  • The target application on the machine endpoint isn’t answering.

  • Server overload: The server you are trying to connect to may be overloaded and unable to respond in time.

  • Firewall or security software: A firewall or security software could be blocking the connection.

The edge device is unable to connect to the cloud infrastructure required for the tunnel connection, contact the symmedia support.

The connection between the edge device and the configured endpoint of the tunnel failed. This can happen when the network connection of the Edge Device, or the target machine, is disrupted or when the endpoint of the tunnel closes the connection.

You can check the logs of the application running on the tunnel endpoint, to check if it actively closed the connection.

Contact the symmedia support.