The following suggestions, tips, and troubleshooting recommendations are for the IXGW-GW Gateway Adaptor and the IXG Series App.
Status LED Notifications
A Green status LED indicates the IXGW-GW is actively synced to the cloud server and is ready to use. If the status LED is Green and the app is not functioning correctly (receiving calls or monitoring doors/entrances), there are a few things to test.
- Placing a call the moment the status LED turns green may be a little too soon to start testing. Give the system a moment to ensure all stations have finished their boot up process and all connections are active.
- Receiving a call from a door or entrance station while connected to WiFi. Then close the app, disable WiFi, and try again on the cellular LTE/5G connection. If the app works on a cellular connection but not WiFi, refer to the network document for a list of ports and protocols the system uses to communicate with the app.
An Orange status LED means the Gateway Adaptor is standby waiting to communicate to the cloud server.
- If it has been uploaded to and it’s still a solid Orange, it could be caught in the bootup phase. A power cycle can resolve this.
- The IXGW-GW can take up to 5 minutes to negotiate with the network and the cloud server before connecting. Wait 5 minutes after a power cycle before moving onto further troubleshooting.
- If it is still solid Orange (and not flashing) after it has been uploaded and received a power cycle, review the IXGW-GW network settings. Ensure its Default Gateway, DNS, and NTP settings are configured correctly.
A slow, consistent flashing Orange status LED after an upload or power cycle means it is booting up, but if it is flashing after a few minutes. A more quickly flashing Orange status LED means it cannot find an internet connection or the cloud server.
- Ensure the IXGW-GW is using the latest firmware. The firmware of the IXGW-GW can be found by running a Station Search in Support Tool.
- If the network settings mentioned above are set correctly, then IXGW-GW specific ports, protocols, and hostnames may need to be unblocked, routed, or whitelisted on the network’s firewall.
Network-related troubleshooting
The log will be inside of a zip file and will need to be extracted before being able to be viewed in a plain text editor. This log will show if the IXGW-GW has connected to the cloud server, if there was a communication failure, if it was able to reach the DNS server, as well as the NTP server. All these connections are required for proper functionality.
The NTP and DNS servers should, at minimum, be pingable from the programming PC, as well as the AWS hostnames.
- iot.us-east-1.amazonaws.com : 8883
- api-ixg-r3.ixg.aiphone-app.net : 443
DNS and NTP
For example, 8.8.8.8, 1.1.1.1, or 9.9.9.9 are acceptable public DNS servers to use with the IXG Series but must be reachable on the network. The IXG Support Tool has a set default NTP server (jo.aiphone.ntp.net), but any local NTP server is also acceptable. It is recommended that a local NTP server be used if available.
If everything listed above has been doublechecked and verified, both IXGW-GW settings and network configuration, then in rare cases it is possible something is hung-up on the cloud server side. If this is the case, it is recommended that the IXGW-GW be initialized, added back to the system, has its settings reconfigured, associated to its network settings, and uploaded to. Once this is complete, upload the system settings to the cloud server, and then manually sync the IXGW-GW.