Netbotz 570 and NTP - Lost communication with DCE

[DCIM_Support]

This question was originally posted on DCIM Support by Rodrigo Catarino on 2019-03-07

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Hi,

We have two Netbotz 570 connected to DCE and after setting the NTP sources on them we started receiving notifications "Critical Communication error with device IP - The device is offline due to a timeout or connection error." from DCE.

After that we are also unable to connect to the Netbotz devices with Advanced View.

How can I regain access to the devices and remove the NTP server from the configuration?

Thanks in advance.

Rodrigo Catarino

(CID:140711663)

[DCIM_Support · Accepted solution]

This answer was originally posted on DCIM Support by Steven Marchetti on 2019-03-07

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Hi Rodrigo,

If you reboot the appliance, are you still unable to access it?

Do you know what version of firmware is on the appliance?

Is the only recent change the NTP server? I've not heard of this being an issue. If it's a public NTP, I'd like to test it too.

DCE and AV use the same HTTP / HTTPS protocols to communicate to the appliance. I'm assuming you can not browse to the appliance either. I would first suggest you verify serially that the IP of the appliance has not changed. If not, then about the only thing left is to reset the appliance to defaults. K-base FA158175 explains how this can be done.

Steve.

(CID:140711760)

[DCIM_Support]

This comment was originally posted on DCIM Support by Rodrigo Catarino on 2019-03-07

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Hi Steve,

Yes, i've rebooted the appliance and still unable to access it.

The appliance firmware version is 4.6.2 (Build: 20171031_1416)

I am no able to connect to it either via web, telnet or advanced view.

is it possible to perform a backup of the configuration via serial port?

Thanks in advance.

Rodrigo

(CID:140711856)

[DCIM_Support]

This comment was originally posted on DCIM Support by Steven Marchetti on 2019-03-07

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Hi Rodrigo,

Sorry, no. You must have http or https access to the appliance in order to create a backup. Additionally, if there is a configuration issue that is causing this, re-importing a backup with this bad configuration would likely cause the same issue again as you can not edit a backup.

Steve

(CID:140711859)

[DCIM_Support]

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