ABB NETA-21 Setup Instructions page 64

64 Installation troubleshooting (optional)
Error code
401 Unauthorized
404 Not Found
422 unprocessable
entity
500 Internal Server
Error
502 Bad Gateway
502 Proxy Errors.
The ISA Server
denied the specified
Uniform Resource
Locator (URL)
502 Proxy Errors.
ISA authentication
required.
502 Proxy Errors.
ISA Server is not
configured to allow
SSL requests from
this port
Root cause
• Proxy error
• NETA-21 time is not up to date.
Portal Servers are down or busy.
The requested resource from server
could not be found but may be available
again in the future.
Rejection of data packet from NETA-21
by the cloud.
This can be due to unsupported data
format.
Discarded event is shown on Events
tab in home page of NETA-21.
Server issue
1. Proxy IP Configuration in NETA-21 is
not correct.
2. NETA-21 IP is not allowed to commu-
nicate with Internet. Firewall blocks it.
ISA server blocks communication to the
Ability Remote Assistance Server/HTTP
receiver web service URL.
ISA Server authentication required over
proxy
SSL requests from NETA-21 blocks by
ISA server
Solution
1. Make sure that NETA-21 webUI
shows current date/time (using UTC
timezone). If necessary, set correct
date/time or enable NTP (Network
Time Protocol), if the accessed
networks allows to access date/time
from pool.ntp.org servers. See
section Updating NETA-21 time
page 26.
2. If problem persists with correct date
and time, contact customer
network/system administrator to
bypass proxy.
Ping digital services servers from cus-
tomer network. If Ping is not OK, Con-
tact Ability Remote Assistance
administrator to check whether Server
is down.
Note: Subsequent requests by NETA-
21 are permissible.
Refresh the page.
Discarded packets are rejected by
NETA-21 and is not re-sent to cloud.
Contact customer's Network, System
administrator, If issue is not resolved
even after multiple refreshes of the
page,
Contact Digital services support line
with a screen shot of the event.
1. Verify the Proxy IP is right.
2. Contact customer System adminis-
trator to unblock NETA-21 IP for Inter-
net communication.
3. If above explained is not resolved the
issue. Bypass proxy for NETA-21 IP
Communication or unblock NETA-21 IP
communication to the destination Ability
Remote Assistance Servers.
Contact customers Network/System
administrator to unblock it or bypass the
URL from ISA proxy authentication.
Contact customers Network/System
administrator to bypass NETA-21 IP
communication to destination Ability
Remote Assistance server IPs.
Contact customers Network/System
administrator to enable SSL requests.
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