Network troubleshooting on Android

Introduction

Allxon requires a specific network for remote device management (e.g. taking screenshots, uploading logs, and updating software). To fully experience our Allxon services, please ensure your device meets the following requirements:

1. 53, 443 & 8883 ports and ping function need to be enabled.
2. Device time setting must correspond with the local time.
3. Stable network requirement: Upload speed≧1Mbps, Download speed≧5Mbps

 Still have problems with network troubleshooting? Click here to reset the network.

Make sure 53, 443 & 8883 ports and ping function are “Enabled”

Proceed with the following methods to test the ports and ping function. If the port is disabled or the ping function is blocked, please enable it, or connect onto another network.

Test port 8883/80/443

Use a Windows device to do the following actions:

1. Enter “Windows” + “S” on your keyboard to bring up the search dialog.
2. Type in “Windows PowerShell” and proceed by typing in the following commands: 
• tnc adm-rest.allxon.com -port 443
• tnc adm-mqtt.allxon.com -port 8883
3. If the ports are opened the test results will follow, as shown below. If the test results fail, please contact your IT department for assistance to help check the port status of your network environment.
   
   
4. Port 53 is used for the Domain Name System (DNS). If the test result for checking ports 443 and 883 pass, this means port 53 is open too. 

Test ping function

1. Enter “Windows” + “S” on your keyboard to bring up the search dialog.
2. Type in “Windows PowerShell” and proceed. 
3. Enter “ping 8.8.8.8” to troubleshoot the ping function.

If the ping function is blocked, it will either show “Request timed out” or it will show the following time response data:

Make sure your device time is the same as the local time

Follow these steps to set your device to the local time:

1. Find “Settings” and go to “Date & time.”
2. Switch on “Automatic date & time.” Your device will automatically adjust to the local time. 

Proceed with the following steps to troubleshoot network stability and speed. If network speed does not meet the above requirements, please connect onto a stronger network. 

Check the network stability on Allxon Portal

1. Go to the “Devices” page.
2. Select the device you want to check.
3. Find “Connectivity Log” to check it.

If the status switches from “Offline” to “Unknown” frequently, this indicates an unstable network. A stable network will always show “Online.”

Test the network speed on the device

1. Open a browser (e.g. Lighting app) and enter http://iinet.speedtestcustom.com/
2. Click on the “GO” button to check network speed (network speed should meet the following requirements: Upload speed≧1Mbps, Download speed≧5Mbps).

Reset the network if the above solutions don’t work

Before resetting the network, make sure both the Wi-Fi SSID/password and the Wi-Fi AP are working. If the Wi-Fi AP appears unstable, restart it and try again later. 

To reset your network, proceed with the following steps on your device:

1. Open “Settings” and go to the “More” option.
2. Find “Network settings reset” to reset Wi-Fi.
3. Connect to a stronger Wi-Fi.