OnPlus: Portal-to-appliance connection Failed when rediscover command issued

Unanswered Question

Have issued rediscover command and OnPlus: Portal-to-appliance connection Failed. Network was reconfigured to a new internal subnet.  Since then even after issuing reset, On-Plus does not recognize any devices.

Have asked for a hard reset at customer location to attempt recovery of device

Here is a few lines of the event log:

2012-02-09 08:23


OnPlus: Portal-to-appliance connectionPortal to CPE command64:00:F1:20:E0:CE
2012-02-08 17:26


OnPlus: Portal-to-appliance connectionPortal to CPE command64:00:F1:20:E0:CE
2012-02-03 13:48


OnPlus: Connection statusSite Comms up: x.x.x.21064:00:F1:20:E0:CE
2012-02-03 13:47


OnPlus: Connection status

Site Comms down: x.x.x.210

Please give me some guidance.


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jiyeung Thu, 02/09/2012 - 12:31
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Hi Kurt,

I just wanted to confirm that your site communication is up and that you do see an active network agent within the customer site.  You should be able to confirm this from the site overview screen when you login to the portal - there should be a green status icon next to the site name.

Additionally, it sounded like you may have moved the network agent into another partition of the network?  If this is the case, then you want to make sure the first hop L3 device is a supported device on the device matrix.  We'll also need device credentials entered in on the supported device to obtain additional discovery data to go across VLANs and subnets.


jiyeung Mon, 02/13/2012 - 22:36
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Glad to hear that fixed the issue Kurt!


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