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Firmware and Connectivity

This article provides step-by-step instructions to identify and resolve connectivity and firmware related issues with your TNA device. Follow the troubleshooting sections below based on the observed problem. Should the problem remain unresolved, please create a ticket to our support team using the evalink helpdesk.

Firmware​

Both the TNA Web Server and evalink talos may display specific messages during firmware upgrades. The table below provides an overview of these messages along with their possible causes and suggested actions:

Message
Possible Cause
Suggested Action
Firmware file's size is too largeThe uploaded firmware file exceeds the device's size limit.Verify the firmware version and ensure you are using the correct file provided by the support team.
File is not an image fileThe uploaded file is in an incorrect format or is corrupted.Retry the upgrade using another image and ensure it has not been modified.
Please upgrade the firmware through evalink talos. Direct upgrades are only supported via a local connection.Attempting a direct upgrade over a remote connection, which is not supported.Use evalink talos to perform the upgrade, or connect to the TNA device locally and try again.
Firmware upgrade is prohibited. Another firmware upgrade is ongoingAnother firmware upgrade process is currently running.Wait for the current upgrade to finish before starting a new one.
Firmware upgrade failedInstallation error due to file corruption, compatibility issues, or device error.Retry the upgrade or use another image. If the issue persists, check device logs or contact the support team.
Firmware is uploadedThe file has been uploaded but installation has not yet started.Proceed with the installation process.
Firmware transfer ongoingFirmware is still being transferred to the device.Wait for the transfer to complete before proceeding.
Firmware transferred, waiting for flashing and restartThe file has been transferred and is ready for installation.Allow the flashing process to complete. Do not power off the device.
Firmware upload stopped due to connection interruptionNetwork or communication error during upload.Check network stability and retry the upgrade.
Not enough memory, please restart the TNAInsufficient memory available for installation.Restart the device and try the upgrade again.
FlashingFirmware is being installed.Do not interrupt power or restart the device.
Incompatible software versionThe firmware file is not compatible with the current device firmware.Obtain a compatible firmware version from the support team.
Bad software versionThe firmware file version is invalid or corrupted.Re-download the firmware and try again.
Not flashed: Flash errorDevice encountered an error writing firmware to memory.Retry the upgrade; if persistent, check for hardware issues or contact the support team.
Image transfer errorProblem during firmware file transfer.Check the network connection and retry.
Restart cause: Power on / Reset button / Remote command / Successfully flashedIndicates why the device restarted.No action needed unless the restart was unexpected. Investigate further if it was not part of the upgrade process.

Connectivity​

Missing Connection to your TNA device​

When your TNA device fails to connect, the issue may be caused by:

  • A MAC address mismatch.
  • The device being previously associated with another site.

Proceed with the following steps to resolve the potential issues:

  1. Verify the MAC address:

    • Find the MAC address printed on Ethernet0 and on the device's packaging QR code
    • Log in to your evalink talos account
      • (evalink talos) Navigate to the relevant Site and click on Receivers
        OR
      • (evalink Installer Portal) Select the Site, click Configure then navigate to the Receivers tab
    • Confirm that the MAC address of your device matches the one registered on evalink talos

  2. If the MAC address is incorrect:

    • Click on the more_vert icon from the right corner of your Virtual Receiver record
    • Select Replace Device
    • Enter the correct MAC address and click Submit

  3. If the MAC address is correct:

    • Confirm the ethernet cable is connected to Ethernet0
    • Check that the SIM card is correctly inserted
    • Connect a mobile router to Ethernet0

  4. If the device is still not connecting:

Missing Ethernet Connection​

info

For more information, refer to Configure Ethernet.

The missing Ethernet connection may be caused by hardware issues, evalink talos setup, or network issues.

Proceed with the following steps to resolve the potential issues:

  1. Ensure the cable is connected to Ethernet0

  2. Test by connecting a mobile router to Ethernet0

    • If the connection is not established, the issue is due to network settings

  3. Log in to your evalink talos account

    • (evalink talos) Navigate to the relevant Site and click on Receivers
      OR
    • (evalink Installer Portal) Select the Site and click Configure

  4. Open the Web Server

  5. On the TNA Web Server, go to Networks → Ethernet0 → Connection Status

Ethernet 0 Connection Status

  • If 1 Ethernet cable shows an error state:

    • Replace the ethernet cable
    • Confirm the network port is available
    • If unresolved, contact your IT manager

  • If 2 Automatic IP configuration shows an error state: Network configuration issues

    • Contact your IT manager
    • For the use of a static IP address:
      • On the Web Server, enter the required passwords to reach Access Level 4
      • Go to Networks → Ethernet0
      • Disable Automatic (DHCP) setting, and enter the required information for the static IP address
      • Click on Save

  • 3 Connection availability to evalink shows an error state: The TNA has an IP address but cannot access evalink talos (probably due to a firewall issue):

    • Navigate to Operations → Quick Test → Ethernet Connection and run the Ethernet 0 Tests. Refer to Ethernet Quick Tests for more information.
    • If unresolved, contact your IT manager

  • 4 Connection to evalink shows an error state:

Missing Mobile Connection​

If the mobile connection is missing, possible causes include: SIM card issues, antenna problems, or mobile network registration errors.

info

For more information, refer to Configure Mobile.

Proceed with the following steps to resolve the potential issues:

  1. Confirm the SIM card is correctly inserted
  2. Ensure the antenna is properly connected to the modem as shown below:
Antenna Connection
  1. Log in to your evalink talos account
    • (evalink talos) Navigate to the relevant Site and click on Receivers
      OR
    • (evalink Installer Portal) Select the Site, click Configure then navigate to the Receivers tab
  2. Open the Web Server
  3. On the TNA Web Server, go to Networks → Mobile → Connection Status
Ethernet 0 Connection Status

  • If 1 Modem status shows an error state: the Modem may be damaged

    • Contact the support team to get a replacement modem
    • Replace and reconnect as instructed

  • If 2 SIM card presence shows an error state: the SIM card is not detected

    • Check the SIM is correctly inserted
    • If the TNA is mounted on a DIN rail, unmount to avoid the card being squeezed
    • If unresolved, replace the SIM card

  • If 3 SIM PIN shows an error state: the SIM requires a PIN code (not supported)

    • Insert the SIM card into a phone or tablet, remove the PIN code then reinsert

  • If 4 Network registration shows an error state: the APN settings are required

    • From the Web Server, navigate to Networks → Mobile and enter the following information:
      • AP Name: the access point name of the SIM card
      • AP Login/Password: the credentials listed by your SIM provider
      • If still failing, manually set the value of both the MCC and MNC and click Save. Refer MCC/MNC to find the correct values for your network.

  • If 5 IP parameters shows an error state:

    • Navigate to Operations → Quick Test → Mobile Connection and run the Mobile Tests. refer to Mobile Quick Tests for more information.
    • If unresolved, contact your IT manager

  • If 6 Connection to evalink shows an error state:

If the connection between the TNA and evalink talos was not established, consult your IT department to make sure the following IP addresses and ports are accessible from within your network depending on your region:

info

Note that the connection between the TNA and evalink talos is established using TCP.

In evalink talos, you can view your region by navigating to Company > Settings > Subscription

Access TypeEuropeAsia/PacificAmerica
Key Server Access91.240.18.20:923391.240.18.21:923391.240.18.22:9233
Primary Ethernet Access91.240.18.20:922391.240.18.21:922391.240.18.22:9223
Primary Mobile Access91.240.18.20:924391.240.18.21:924391.240.18.22:9243
Secondary Ethernet Access91.240.19.20:922391.240.19.21:922391.240.19.22:9223
Secondary Mobile Access91.240.19.20:924391.240.19.21:924391.240.19.22:9243
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