Conduit AP failed to check-in with DeviceHQ

[Cedric PRAVAZ]

Hello,

I am using Conduit AP with Cellular WAN connection. The cellular connectivity is operational (PPP link is up, IP and DNS address available.
I have successfully register the conduit AP in DeviceHQ with my account, however the conduit AP cannot check-in with DeviceHQ.
Each time I manually check-in to DeviceHQ using Remote Management, I always get the same message: “failed to open connection with remote server”.

Remoter server: Enabled
Server name: ds.devicehq.com
Server port: 5798
App Store URL: https://www.devicehq.com

To note that with the Conduit AP, I can successfully ping 8.8.8.8 or even http://www.google.com, but ping is not responding to ds.devicehq.com nor http://www.devicehq.com.

Any idea on what could go wrong?
Thanks

[Steve Kovarik]

Hi Cedric

Have you programmed your DeviceHQ ‘Account Key’ into the Conduit AP in “Administration” “Remote Management”?

[Cedric PRAVAZ]

Hi Steve,
Thanks for your feedback.
Yes, I did. I made sure it is the account key that I have in my DeviceHQ profile.
Actually, it is weird that my conduit can’t even ping the DeviceHQ server.
To note that I am based in Europe and using a SIM card in this region. Is there an issue with the IP address range allocated to my SIM – which could be rejected by DeviceHQ server ?
Thanks,

[Steve Kovarik]

Hi Cedric

The DeviceHQ server is not pingable by design.
From here I would recommend that you register and open a ticket in our Support Portal at the link below.
The Support Portal will allow you to attach a configuration file and device logs to help troubleshoot.
https://support.multitech.com/support/login.html

[Cedric PRAVAZ]

Thanks for the advise, Steve. Much appreciated.
Just opened a new case on the portal.
Thanks

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