# Troubleshooting

If an Edge Device is shown as offline in the ENLYZE App or cannot establish a connection during initial integration, the following page will help you quickly identify and resolve the issue.

{% hint style="warning" %}
By default, an Edge Device’s network communication is restricted. An Edge Device can communicate with other network participants if:

* They are in the same network as one of the Edge Device’s network interfaces.
* They have access to the Edge Device’s Internet (eth0) network via a gateway.

To access the Edge Device from other networks, a manual route must be configured. Learn how to set up routes [here](https://docs.enlyze.com/en/connect/edge-device/enlyze-edge/setting-up-routes).
{% endhint %}

## Prerequisites Before Troubleshooting via ENLYZE EDGE

Please verify the following before starting the troubleshooting process:

* [ ] **Is the Edge Device powered on?**\
  → The Edge Device is powered if a **green LED on the front left** is continuously lit.
* [ ] **Is the Ethernet cable properly connected?**\
  → The **Ethernet cable providing Internet** access must be plugged into the Edge Device port labelled “Internet.”\
  ⚠️ No Internet uplink is possible via other ports on the Edge Device.
* [ ] **Is the other end of the Ethernet cable properly connected?**\
  → Check if the cable is connected to an **active network port** **with Internet access** (e.g., switch, router, or wall socket).

If all of the above conditions are met, you can begin the diagnostic process.

## Diagnostics

Our diagnostics process helps you identify and resolve connection issues step by step.

#### Access ENLYZE EDGE and Start the Diagnostic Process

Access ENLYZE EDGE on the respective Edge Device. If you need help, you can find the appropriate guide [here](https://docs.enlyze.com/en/connect/edge-device/enlyze-edge/accessing-the-interface). The connection test to the ENLYZE Manufacturing Data Platform will start automatically once you’ve successfully logged in and will show where the connection fails. You can run a new connection test at any time by clicking the “Test Connection” button.

<figure><img src="https://4261006941-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FSNEuiyRRKwuqtIcaEt45%2Fuploads%2FmHfuz0CJkA7Mar3Fbn5a%2Fimage.png?alt=media&#x26;token=0ecceb92-00e4-4116-830e-5deb1e5bdcf5" alt=""><figcaption></figcaption></figure>

The connection tests are sequential, ensuring that troubleshooting starts at the correct step. Fix the first displayed issue and run the test again to confirm the Edge Device has reconnected to the ENLYZE Manufacturing Data Platform.

{% hint style="info" %}
You may need to repeat the steps multiple times until the Edge Device is back online.
{% endhint %}

### Advanced Troubleshooting Process

Follow the steps in the process outlined below.

{% @mermaid/diagram content="%%{init: {'themeCSS': '.mermaid > svg { height: auto !important; margin-bottom: 0 !important; }'}}%%
flowchart TD
A(Start) --> B{Is the network configuration correct?}
B -- No --> C\[Set network configuration correctly]
C --> D\[Perform connection test]
B -- Yes --> D

```
D --> E{Was the connection test successful?}
E -- Yes --> F[Device is online ✅]
E -- No --> G{Is traffic visible in the firewall logs for Edge Device?}

G -- Yes --> H{Does the MAC address match eth0?}
H -- No --> I[Adjust MAC address in firewall rules]
I --> J[Perform connection test again]
H -- Yes --> J

G -- No --> K{Are the routes on the Edge Device set up correctly?}
K -- No --> L[Correct the routing table]
L --> J
K -- Yes --> M{Does the firewall have UDP flood protection?}
M -- Yes --> N{Is the Edge Device exempt from it?}
N -- No --> O[Whitelist the Edge Device in the UDP flood module]
N -- Yes --> P[Contact ENLYZE Support]
M -- No --> P

J --> Q{Was the connection test successful?}
Q -- Yes --> F
Q -- No --> P
```

" %}

## Firewall Settings Overview

Incorrect firewall settings are the most common cause of connection issues. Ensure the following rules are configured:

| Host                                   | Port              | Protocol    | Purpose                                                                     |
| -------------------------------------- | ----------------- | ----------- | --------------------------------------------------------------------------- |
| 1.1.1.1                                | 53 (DNS)          | TCP and UDP | Hostname resolution                                                         |
| 8.8.4.4                                | 53 (DNS)          | TCP and UDP | Hostname resolution                                                         |
| 8.8.8.8                                | 53 (DNS)          | TCP and UDP | Hostname resolution                                                         |
| iot-edge-1.enlyze.com (159.69.177.150) | 51821 (Wireguard) | UDP         | Data transfer to ENLYZE Cloud, Edge Device configuration, update deployment |
| ntp1.enlyze.com (157.90.230.207)       | 123 (NTP)         | UDP         | System time synchronization                                                 |
| ntp2.enlyze.com (162.55.43.234)        | 123 (NTP)         | UDP         | System time synchronization                                                 |

**Edge Devices Must Be Exempt from UDP Flood Attack Protection**

To ensure smooth communication, it is necessary to whitelist the Edge Devices in the UDP Flood Protection module.

{% hint style="info" %}
If the connection issue cannot be resolved, you’re unsure, or you’re stuck, reach out to us at [**support@enlyze.com**](mailto:support@enlyze.com). We’ll help you quickly and without hassle!
{% endhint %}