Troubleshooting

We expect you wont have any problems installing and using your SmartSERVER. However if you are having difficultly, please look through the below to see if there is a resolution to your problem. If you cant find the answer there or in the Instruction manual, please feel free to contact us.

I cannot connect to the SmartSERVER from my computing device (both on local network)

Please try the following, the order is not critical although this listing here represents a logical sequence:

1. Check the SmartSERVER's power source has not been interrupted. The PWR indicator on the front panel will be illuminated if power is present.
2. Operation of the SmartSERVER's internal processor is indicated by the RUN heartbeat indicator (it should be toggling on/off approximately once per second. If not and PWR is present, momentarily press and release the RESTART button. SmartSERVER will ordinarily completely reboot within a second.
3. Verify that the local Ethernet network connection is present. The LNK (“Link”) indicator on the front panel will illuminate when a network is present.  Additionally the ACT ('Activity”) indicator shows the presence of network data traffic. If both these conditions do not exist then there is a network issue: (1) Check the cabling all the way back to you router or switch for a disconnected (or damaged)  cable. (2) Is the problem isolated to SmartSERVER connectivity or are other networks devices also having problems?  This may help you isolate the cause. Reboot your router, hubs and switches and see if that remedies the problem.
4. Can other users still access the SmartSERVER?  If so, then a configuration setting within your device may have been inadvertently changed.  Verify data connectivity (e.g. Internet connectivity to another site).
5. If you normally connect using WiFi, how is you device currently accessing the internet? If it is using a 3/4G mobile network connection then the URL in your bowser may not work.
6. The IP address of the SmartSERVER used for the last connection may have been re-allocated by your DHCP server.  You will need to determine the new address. To avoid this problem recurring it is recommended you configure your router's DHCP server to always allocate a fixed known IP address to your SmartSERVER.

I cannot connect to the SmartSERVER from my computing device over the Internet

It is probably best to start by first confirming that it is possible to access the SmartSERVER from your local network, this will help to isolate the problem as an Internet Connectivity issue. After that:

1. Confirm you have configured DDNS on either (but not both) your SmartSERVER or router. As part of the setup you will normally be given feedback on the connectivity status with the DDNS service provider.
2. You will need to have port forwarding activated in your modem to open up a connection from the internet through your firewall to the SmartSERVER. For http connections this will be port 80, and for https connections 443. Enable both or either as required.
3. If port forwarding is enabled it may specify the SmartSERVER destination as an IP address.  If you do not have a fixed IP address allocated by your DHCP server (typically in your router) the SmartSERVER may no longer be at that address and will need to be updated.

An example router port forwarding configuration is shown here, but all routers are slightly different so you may need to refer to the instruction manual that came with yours.

In this example both http and https connections are enabled for the device  at IP address 192.168.1.99 (e.g. your SmartSERVER).

I am unable to connect the SmartSERVER on the local network as I don't know its IP address

Does your network have an DHCP server which is allocating IP addresses to network devices? Most modem routers perform this function:

1. NO: Try to connect at the default IP address specified within your products instruction manual.
2. YES: Log in to your DHCP server (modem/router).  Under its DHCP menu it should contain a list of client devices.  One may be identified with the default SmartSERVER name “CBUS” (or another name if you have previously changed it). Otherwise try sequentially  to connect using each of the listed IP but unnamed  addresses

Check that you network does not have two active DHCP servers – only one is allowed.

Try our SmartSERVER discovery application, freely available for download from this website.

Momentarily press the RESTART button on the SmartSERVER front panel and repeat the above over again

When I attempt to connect I get a “Denied 401 message”

The login details, either the account name and/or password are not currently valid or do not have sufficient permission for the feature you are attempting to access.

When I attempt to connect I get a “Forbidden 403 message”

The SmartSERVER has been set to require https: for its connections by the administrator and you are attempting to connect using an unsecured connection.

In the URL change the " http:// " part to " https:// ".

Sometimes when I leave a screen I am not prompted to save changes, and they are subsequently lost what is going on?

Changes made to SmartSERVER settings are highlighted to indicate they are not yet current and need to be saved. You can choose to either save or revert changes back to their original values.  Should you try to navigate away from a screen with unsaved changes   generally a prompt will be presented giving you an opportunity to save, or continue.

At present a long term bug within Apple's Safari Browser (mobile version only)  fails to allow this prompt to be displayed, meaning newly entered data will unfortunately be lost. So if you are moving between different device types you may experience inconsistent behaviour and need to take care to first save data.