Troubleshooting Guide

If you clicked through to here, then we expect you are having some trouble with ZentriOS. Please accept our apologies; perhaps our documentation is not clear enough or you have found an operational corner case.

The notes in the following sections should get you up and running again quickly. If you are still having trouble after reading through these notes, please log a support ticket.

Basics

• Check the power LED is on
• When you type into the terminal application (see Getting Started), the UART LED(s) on the evaluation board should blink.

My device fails to associate to the network

Please check each of the following points carefully to help resolve this issue.

• Double-triple check the spelling of the network name assigned to wlan.ssid. It is VERY easy to incorrectly enter the name of a network, and especially so if the network name is long and unwieldy.

• Check the network password or security key assigned to wlan.passkey. If your network uses WEP (and we sincerely hope it does not since WEP is NOT secure), follow the setup procedure for WEP keys documented in the wlan variable documentation.

• Check the value of wlan.security is correctly set. For most networks, this variable should be set to Auto. If you plan to use WEP, wlan.security must be set to WEP.

My device has missing commands or variables. What do I do?

If you enter a valid command or variable and see an Unknown command or Unknown variable or option error, your device may be in Safe Mode. Alternatively an OTA update may have been interrupted before completion.

Recovery from Safe Mode

In safe mode, system.safemode.status is set to 1, and there is a reduced set of commands and variables (see help all).

To recover from Safe Mode, follow the instructions in Update and Recovery, Safe Mode. The essential recovery commands are summarised below.

faults_reset
reboot

<- Reset faults counter
<- Reboot the device

Once the device has successfully returned to normal operation, it is advisable to ensure you have the latest ZentriOS firmware version. Upgrading to the latest firmware provides your device with the latest fixes to problems, one of which may have caused the device to enter safemode. To update, simply enter the ota command.

Recovery from Interrupted OTA Update

If an OTA update is interrupted, you can resume it and complete the update. You may have to set the wlan.ssid and wlan.passkey variables to rejoin your WLAN. Then run the ota command. When the OTA update completes, your device returns to normal operation.

TLS Errors

If when attempting a TLS connection, you receive an error message such as TLS malloc failed, then ZentriOS may be low on memory. See Networking and Security, Increasing Available Memory for TLS.

The Zentri IDE Compiles Slowly on Windows 10+

This may be due to an interaction with Windows Defender. It may help to configure Defender to ignore the make.exe and make_util.exe processes.

• Open the Windows Defender Security Center.
• Select Virus and threat protection
• Scroll to Exclusions and click Add or remove exclusions
• Add the following process exclusions:
  • make.exe
  • make_util.exe