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Problem

Routine system configuration and troubleshooting requires verification of proper connectivity between SMP devices and Entwine EMP. Symptoms of improper communication include:

  • SMP device is not listed under Locations section of Entwine EMP
  • SMP device "Last updated" time under Locations section of Entwine EMP is more than 1 minute in the past
  • SMP device does not begin recording at the start of an event scheduled from Entwine EMP
  • SMP device does not upload ad hoc (unscheduled) recordings to Entwine EMP

Steps to Identify the Problem

  1. Open a web browser.
  2. Enter the IP address of the SMP into the address field and navigate to that unit. If no passwords have been set for the unit, the embedded web pages open automatically to the Recording Controls page. If one or more passwords has been set for the SMP, a dialog box opens and prompts you to enter a user name and password.
  3. If necessary, enter the user name and password.
  4. Locate the Entwine EMP Publish Settings for your device. On the SMP 300-series, this can be located under Scheduled Events. See the user guide for your firmware release if this tab is unavailable.
  5. Click the Test This Server button.

    The Test This Server button tests saved configuration values. When changing settings, pressing Test This Server before saving the on-screen values can result in a false positive connection test.

  6. Locate your error message in the solution section below for steps to resolve the issue.

Solution

Expand the sample error messages below for steps to resolve the respective issue.

 

 Authentication: Verify Login/Password
  1. Obtain the system digest credentials for your Entwine EMP deployment. Have your Entwine EMP administrator contact Extron Support if these credentials have been lost or need to be changed.
  2. Under either Schedule Settings or Publish Settings, type or paste the system digest credentials into the Username and Password fields on the SMP device Entwine EMP settings.
  3. Click Save.
  4. Click Test This Server.
 HTTP Response Code: 302 / HTTP Response Code: 303 / HTTP Response Code: 307
HTTP Response Code: 302 / HTTP Response Code: 303 / HTTP Response Code: 307

These response codes generally represent a "redirect", which may be caused by an incorrectly configured Entwine EMP Server Address or by a proxy between your SMP device and your Entwine EMP server.

 

Check the format of the Entwine EMP Server Address.

  1. Ensure the Entwine EMP Server Address configured on your SMP begins with the https:// protocol and is in the form https://admin.your-entwine-server.your-domain.edu or https://api.your-entwine-server.your-domain.edu without any trailing path.
  2. If address was incorrect, correct the address, click Save, and click Test This Server.

Check if a proxy is redirecting the SMP device.

  1. In the SMP embedded web pages, under ConfigurationAdvanced Features, ensure Enable the browser client? checkbox is selected.
  2. Connect a keyboard and mouse directly to any available SMP device USB ports.
  3. Connect a display to the local HDMI Preview Out (SMP 300-series) or HDMI Out (SMP 111 / StudioStation) on the rear panel.
  4. Switch between the live preview and the internal web browser client by pressing <Ctrl + Alt + S> keys on the keyboard connected to the SMP 300 Series.
  5. Direct the internal web browser client to your Entwine EMP server address, including the https:// protocol.
  6. If the web browser client is redirected to any page other than Entwine EMP, then a proxy has intercepted the request. Contact your IT department for a solution.

    If the web browser client is redirected to a login page asking that you authenticate the device as a user within your organization, note that logging in may only temporarily authorize the device to connect to your Entwine EMP server.

  7. Once any proxy issues have been resolved, click Test This Server.
 HTTP Response Code: 403 Forbidden
  1. Ensure the Entwine EMP Server Address configured on your SMP is in the format https://admin.your-entwine-server.your-domain.edu or https://api.your-entwine-server.your-domain.edu without any trailing path.
  2. From a computer, ensure your Entwine EMP server is running and reachable by navigating a web browser to your Entwine EMP server.
  3. To check for other restrictions on the SMP device internet access, it is possible to use the internal web browser client.
    1. In the SMP embedded web pages, under ConfigurationAdvanced Features, ensure Enable the browser client? checkbox is selected.
    2. Connect a keyboard and mouse directly to any available SMP device USB ports.
    3. Connect a display to the local HDMI Preview Out (SMP 300-series) or HDMI Out (SMP 111 / StudioStation) on the rear panel.
    4. Switch between the live preview and the internal web browser client by pressing <Ctrl + Alt + S> keys on the keyboard connected to the SMP 300 Series.
    5. Direct the internal web browser client to http://www.extron.com/rss/whatsnew.aspx?section=Products
    6. If the web browser client is unable to access the RSS feed above, then the device likely is not authorized for internet access by your local IT policy. Contact your IT department for a solution.

 HTTP Response Code: 500 Internal Server Error / HTTP Response Code: 503 Service Unavailable
  1. Ensure the Entwine EMP Server Address configured on your SMP is in the format https://admin.your-entwine-server.your-domain.edu or https://api.your-entwine-server.your-domain.edu without any trailing path.
  2. From a computer, ensure your Entwine EMP server is running and reachable by navigating a web browser to your Entwine EMP server. Entwine EMP may return an error code during its initial startup sequence.
  3. If the 500 or 503 response remains after verifying the previous two items, contact Extron Support.
 Error: Could not resolve host...

Verify your local DNS server is able to resolve your Entwine EMP address.

  1. From a computer, open a web browser.
  2. Direct your web browser to the address of your Entwine EMP server by copying the address that was configured on your SMP device, e.g. https://admin.your-entwine-server.your-domain.edu. and pasting into your web browser address bar.

Verify the DNS server being used by the SMP

  1. From the SMP embedded web pages, navigate to ConfigurationSystem Settings and expand the Networking panel.
  2. Ensure the DNS Server field is populated with the correct DNS Server address. If your computer's web browser was able to navigate to your Entwine EMP server address, then consider using the same DNS Server address as your computer. If you do not know the correct address, contact your IT department.

    If DHCP is enabled on the SMP device, the DNS Server address is provided by the DHCP server and is not manually settable.

 Page not found error: Verify Server Address
  1. Ensure the Entwine EMP Server Address configured on your SMP is in the format https://admin.your-entwine-server.your-domain.edu or https://api.your-entwine-server.your-domain.edu without any trailing path.

 Error: cacert.pem file missing
  1. Obtain an appropriate cacert.pem file. For help on obtaining this certificate, see Technical Note - Calendar Import with HTTPS.

  2. Upload the cacert.pem file to the certs folder under File Management.

 Error: SSL certificate problem: unable to get local issuer certificate / Error: SSL certificate problem: self signed certificate
  1. Verify the certificate on your Entwine EMP server has not expired.

  2. Verify the cacert.pem file and/or FQDN-named certificate loaded under File Management is up to date. For help on obtaining this certificate, see Technical Note - Calendar Import with HTTPS.

    1. If your Entwine EMP server used a third party CA, then you may need to update your cacert.pem file.

    2. If your Entwine EMP server used an internal CA or a self-signed certificate, then ensure you have a certificate named after your Entwine EMP address, e.g. admin.your-entwine-server.your-domain.edu.crt, placed in the certs folder under File Management.

 Error: invalid first response / Error: response timeout

This error indicates the SMP was unable to obtain an HTTP response, generally suggesting a network issue. In some cases, this error indicates the device has not finished applying recent configuration changes.

  1. Before making any changes, wait 10 seconds, and retry the Test Connection.
  2. From the SMP embedded web pages, navigate to ConfigurationSystem Settings and expand the Networking panel.
  3. Review all network settings, particularly Gateway and DNS Server IP addresses.
  4. Reboot your SMP device.
 Error: Failed to connect to admin.your-hostname.your-domain.com port 443: Connection refused https://admin.your-hostname.your-domain.com/services/available.json?serviceType=...

This error indicates that the host was found, but connection to the requested port was denied.

  1. Review the active firewall zones on your Entwine EMP server. For example,

    [admin@your-host ~]$ firewall-cmd --get-active-zones
    internal
      interfaces: eth0
    public
      interfaces: eth1
  2. If you have multiple interfaces, you can review details of the respective network segments:

    [admin@your-host ~]$ ip -s address show dev eth1
    3: eth1: <BROADCAST,MULTICAST,UP,LOWER_UP> mtu 1500 qdisc mq state UP qlen 1000
        link/ether 00:15:5d:14:a2:9c brd ff:ff:ff:ff:ff:ff
        inet 172.18.9.25/23 brd 172.18.9.255 scope global dynamic eth1
           valid_lft 589604sec preferred_lft 589604sec
        RX: bytes  packets  errors  dropped overrun mcast
        2526724103 49316278 0       0       0       0
        TX: bytes  packets  errors  dropped carrier collsns
        36631930   872074   0       0       0       0
  3. From your Entwine EMP server, ensure the firewall allows access to the standard https port or, as applicable, your non-standard port. Using the example above, if traffic from the SMP device is directed to your public interface eth1:, you can query services directly or list the full zone information:

    [admin@your-host ~]$ firewall-cmd --zone=public --query-service=https
    yes
    [admin@your-host ~]$ firewall-cmd --zone=public --query-port=8443/tcp
    no
    [admin@your-host ~]$  firewall-cmd --zone=public --list-all
    public (active)
      interfaces: eno1
      sources:
      services: dhcpv6-client https ssh
      ports: 3000/tcp
      masquerade: no
      forward-ports:
      icmp-blocks:
      rich rules:
  4. Verify the Entwine EMP Server Address configured on the SMP includes the correct protocol (https://) and, if using a non-standard port, the correct port.

    If using the default port for https (port 443), then the port number does not need to be called out explicitly. Although not recommeded for production environments, if using http, the standard port (port 80) does not need to be called out, either.

After making any change to your system configuration, ensure you retest your connection.