Diagnostics and contacting Technical Support

If you are unable to configure Kaspersky IoT Secure Gateway 100 and cannot find a resolution to your issue in the documentation, you can run diagnostics yourself and then contact Technical Support with the diagnostic information that you obtained.

The Kaspersky IoT Secure Gateway 100 diagnostics scenario consists of the following steps:

1. Checking the connection to the MQTT broker

   Perform the following checks on the MQTT broker side:

   A server that receives, filters, and forwards messages over the MQTT protocol.

   • Check the gateway status (online or offline).
   • If the MQTT broker is maintaining an event log, check the diagnostic messages regarding the transmission of data from the gateway.
   • Check the regularity of MQTT messages.
   • If there is a limit on inbound traffic, make sure that this limit is not being exceeded.
2. Inspecting the device

   Conduct an inspection of hardware components. You will need to assess the following:

   • state of the LED indicators for PWR, SD, and OC;
   • proper connection of the power adapter and network cable connectors;
   • proper connection of Ethernet cables and the statuses of indicators for RJ45 connectors (PN/IE LAN X1 P1 and PN/IE LAN X2 P1);
   • absence of thermal or mechanical damage to the chassis, circuit board and electronic components.
3. Searching for errors in the diagnostics log

   Connect to the gateway via USB-UART adapter and use PuTTY to obtain a diagnostics log. In the obtained diagnostics log, check the following:

   • absence of errors at the hardware level;
   • startup of the KasperskyOS kernel and successful initialization of components;

     A microkernel operating system for building secure solutions.

   • startup of the OPC UA Client, MQTT Publisher and Navigation services;
   • connection to the OPC UA server based on the OPC UA Client has established connection message;
   • connection to the MQTT broker based on the MQTT Publisher established connection message;
   • receipt of messages over the OPC UA protocol and their transmission over the MQTT protocol.

   If you encounter errors establishing a secure connection, you should first verify that the date and time are set correctly. If the date and time are correctly set on the gateway but a certificate validation error occurs, you should check the format and validity dates of the certificates and make sure that the important fields have been completed correctly.

   To search for errors, you can also use the health log files stored on the microSD memory card.

4. Contacting Technical Support

   If you are not able to restore the correct operation of the gateway on your own, please contact Technical Support by emailing your query to support@aprotech.ru.

Please attach the following to your query:

• detailed description of the issue;
• settings of network interfaces (dhcpcd.conf files);
• OPC UA settings (OpcUaClientSettings-0.json file);
• MQTT settings (MqttPublisherSettings-0.json file);
• diagnostics log and/or health log files;
• settings of the OPC UA server and MQTT broker.

In this Help section Diagnostics using PuTTY Health log

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