New Site Manager - Cannot detect other devices

Networking Solutions Discussion
1

I am having an issue at a site where we have a configuration that includes a RUTM50 and two TWS202 devices. The TSW202 are connected to the M50 via LAN1 and LAN2. I am running 7.21.1 for the M50 and 1.08.3 for the TSW202s.

When opening Site Manager on the M50, there are no devices available or populated, despite seeing them connected directly to the router.

I cannot find any options on the TSW202 switches to enable Site Manager. Is there a piece I am missing?

3

Hi there,

Please extract:

  1. Troubleshoot file from the TSW202
  2. Troubleshoot file from the RUTM50

To get a troubleshoot file:

  1. Log in to WebUI
  2. Press on System → Maintenance → Troubleshoot
  3. Scroll down to Troubleshoot section and press “Download”

Please also generate backup files for your switches in case they have important configurations on them that you are not willing to lose, this can be done by going to System → Maintenance → Backup and generating the file (download it right after as well).

After doing the initial steps, please attempt to reset only your switches back to their factory default settings and see if the Site Manager is still unable to find them. I have also sent you a form to fill out, which you will receive in your e-mail inbox that you have registered your account with in the forums. In the Ticket ID field of the form, please enter the ID of this thread, which is 18173. I’ll need to collect the files from you so we can investigate as to why this may have potentially happened, as we were unable to reproduce the issue in our local environment.

Thank you,
M.

4

These items are deployed remotely in the field, I will not be able to safely reset them for any test.

5

In all honesty, this is going to prove to be quite difficult to troubleshoot in that case. Timeframe doesn’t matter that much, but will there ever be a time when you, or some of your colleagues will be physically at the location in order to collect said log files, backup files, and will be able to give them a reset?

Another question is - do you have any specific configurations on these switches? Would resetting them mean completely losing access to them, or do you have them added to RMS? If you do - they will likely just reconnect if no specific settings will be required, all they need is an internet connection.

Regards,
M.