Issues with Connecting with Toems

Qbert

Hey everyone,

We just set up Theopenem at a new location, and I followed all the setup steps, but I'm running into an issue with the agent. The TOEC can’t connect to TOMES, but I’m seeing the API status showing 60.

Has anyone run into this before or know what might be causing it? and all preprovisioning approval have been disabled as a note.

theopenem_admin

Have you checked your reset requests?

Qbert

Yes, there are no reset requests.

theopenem_admin

Qbert can you post the client log

Qbert

As a note, We’ve confirmed network connectivity by pinging the server, disabled the firewall, and made sure both systems are on the same VLAN—but the issue still persists

https://drive.google.com/file/d/1FIcqlDXcqHNGaPNln3UErXoHJdHOYo8C/view?usp=sharing
https://drive.google.com/file/d/18WFpK-fGCoFKHM73mZg_PUCa2NCYc3Ey/view?usp=sharing

(Sharing a google drive link because there a it didn't let me upload and pasting where too many characters)

theopenem_admin

Qbert
192.168.0.33 is the correct ip of your com server?

Qbert

yes it is, it what we have listed,

theopenem_admin

We need to see if the requests are even making it to the server. Enabling debugging on your server, then wait for a client to try and connect, and then post your Toec-API log.

https://docs.theopenem.com/latest/troubleshooting/debugging.html#server-debug
https://docs.theopenem.com/latest/troubleshooting/logs.html#server-logs

Qbert

We believe we’ve identified the root cause of the issue. After rebuilding the server, we discovered that KepavII!rfn was getting blocked. We went ahead and whitelisted it during the OpenEM install, and now the agents are communicating properly.

Thank you again for your help throughout the troubleshooting process—much appreciated!