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169 lines
7.3 KiB
ReStructuredText
169 lines
7.3 KiB
ReStructuredText
:hide-page-toc:
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===============
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Troubleshooting
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===============
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The pairing code does not appear or does not work
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=================================================
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The :ref:`pairing code <iot/connect/pairing-code>` might not be displayed or printed under the
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following circumstances:
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- The IoT system is not connected to the network.
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- The IoT system is already connected to an Odoo database. :ref:`Disconnect it from the database
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<iot/connect/disconnect>`.
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- The :ref:`pairing code <iot/connect/pairing-code>` display time has expired. Restart the :ref:`IoT
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box <iot/iot-box/restart>` or the :ref:`Windows virtual IoT service <iot/windows_iot/restart>` to
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generate and display the pairing code.
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The IoT system does not connect to the database
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===============================================
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The IoT system might take a few minutes to restart when it connects to a database. If it still does
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not appear after a few minutes:
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- Verify that the IoT system can reach the database and the server does not use a multi-database
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environment.
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- Restart the :ref:`IoT box <iot/iot-box/restart>` or the :ref:`Windows virtual IoT service
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<iot/windows_iot/restart>`.
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The IoT system is connected to the Odoo database but cannot be reached
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======================================================================
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Verify that the IoT system and the computer running the Odoo database are connected to the same
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network.
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The Windows virtual IoT's homepage cannot be accessed from another device
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=========================================================================
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- Ensure the device is connected to the same network as the Windows virtual IoT.
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- Check the :ref:`iot/windows-iot/firewall`.
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The IoT system does not work after an Odoo upgrade
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==================================================
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Restart the :ref:`IoT box <iot/iot-box/restart>` or the :ref:`Windows virtual IoT service
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<iot/windows_iot/restart>`.
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If the issue persists, :ref:`update its image <iot/updating_iot/image-code>` by flashing the IoT
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box's card or :ref:`uninstalling the Windows virtual IoT program <iot/windows_iot/uninstall>` and
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:ref:`reinstalling the virtual IoT package <iot/windows-iot/installation>`.
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The IoT system's homepage can be accessed using its IP address but not the `xxx.odoo-iot.com` URL
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=================================================================================================
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Contact your system or network administrator to address the issue. Network-related problems are
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beyond the scope of Odoo support services.
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- If the router allows manual :abbr:`DNS (Domain Name System)` configuration, update the settings to
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use `Google DNS <https://developers.google.com/speed/public-dns>`_.
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- If the router does not support this, you need to update the DNS settings directly on each device
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that interacts with the IoT system to use `Google DNS
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<https://developers.google.com/speed/public-dns>`_. Instructions for configuring DNS on individual
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devices can be found on the respective manufacturer's website.
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.. note::
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- Some IoT devices, such as payment terminals, likely do not require DNS changes, as they are
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typically pre-configured with custom DNS settings.
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- On some browsers, an error code mentioning the DNS (such as `DNS_PROBE_FINISHED_NXDOMAIN`) is
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displayed.
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.. _iot/troubleshooting/https_certificate:
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HTTPS certificate generation issues and errors
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==============================================
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The HTTPS certificate does not generate
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---------------------------------------
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Potential causes include the following:
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- The database doesn't meet the :ref:`eligibility requirements
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<iot/https_certificate_iot/iot-eligibility>` for generating an HTTPS certificate.
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- The firewall is preventing the HTTPS certificate from generating correctly. In this case,
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deactivate the firewall until the certificate is successfully generated.
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.. note::
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Some devices, such as routers with a built-in firewall, can prevent the HTTPS certificate from
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generating.
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Errors
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------
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A specific error code is displayed on the IoT system's homepage if any issues occur during the
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generation or reception of the HTTPS certificate.
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.. tip::
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When you access the IoT system's homepage, it automatically checks for an HTTPS certificate and
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attempts to generate one if it is missing. If an error appears, refresh the page to see if the
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issue is resolved.
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`ERR_IOT_HTTPS_CHECK_NO_SERVER`
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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The server configuration is missing, i.e., the database is not :doc:`connected <../connect>` to
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the IoT system.
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`ERR_IOT_HTTPS_CHECK_CERT_READ_EXCEPTION`
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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An error occurred while attempting to read the existing HTTPS certificate.
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Verify that the HTTPS certificate file is readable.
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`ERR_IOT_HTTPS_LOAD_NO_CREDENTIAL`
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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The contract and/or database :abbr:`UUID (Universal Unique Identifier)` is missing from the IoT.
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Verify that both values are correctly configured. To update them, :ref:`access the IoT box's
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<iot/iot-box/homepage>` or :ref:`Windows virtual IoT's homepage <iot/windows-iot/homepage>`,
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click the :icon:`fa-cogs` (:guilabel:`cogs`) button, then click :guilabel:`Credentials`.
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`ERR_IOT_HTTPS_LOAD_REQUEST_EXCEPTION`
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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An unexpected error occurred while the IoT system tried to reach `<https://www.odoo.com>`_. This is
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likely due to network-related issues, such as:
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- The IoT system does not have Internet access.
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- Network restrictions (e.g., firewalls or VPNs) are preventing communication with
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https://www.odoo.com.
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.. note::
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- To access the full request exception details with information regarding the error, :ref:`enable
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the developer mode <developer-mode>`, click the IoT system's card in the IoT app, and click
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:guilabel:`Download logs` on the :ref:`IoT system's form <iot/connect/IoT-form>`.
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To define the log levels recorded in the IoT system's log file, :ref:`access the IoT box's
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<iot/windows-iot/homepage>` or :ref:`Windows virtual IoT's <iot/iot-box/homepage>` homepage,
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click the :icon:`fa-cogs` (:guilabel:`cogs`) button, then :guilabel:`Log level` at the
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bottom of the page.
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- To address network-related issues, contact your system or network administrator; these issues
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are beyond the scope of Odoo support services.
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`ERR_IOT_HTTPS_LOAD_REQUEST_STATUS`
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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The IoT system successfully reached `<https://www.odoo.com>`_ but received an unexpected
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`HTTP response (status codes) <https://developer.mozilla.org/en-US/docs/Web/HTTP/Status>`_.
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This error code includes the HTTP status. For example, `ERR_IOT_HTTPS_LOAD_REQUEST_STATUS 404` means
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the server returned a "Page Not Found" response.
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To solve this issue:
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#. Open `<https://www.odoo.com>`_ in a web browser to check if the website is temporarily down for
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maintenance.
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#. | If `<https://www.odoo.com>`_ is down for maintenance, wait for it to resume.
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| If the website is operational, open a `support ticket <https://www.odoo.com/help>`_ and make
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sure to include the 3-digit HTTPS status code in the ticket.
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`ERR_IOT_HTTPS_LOAD_REQUEST_NO_RESULT`
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~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
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The IoT system successfully connected to `<https://www.odoo.com>`_, but the server refused to
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provide the HTTPS certificate.
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Check that the IoT system and database meet the :ref:`eligibility requirements
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<iot/https_certificate_iot/iot-eligibility>` for an HTTPS certificate.
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