# FAQ

[TOC]

General
---
### How to Get DeviceOn Product and News?
> You are welcome to visit the following pages for more information and experience on DeviceOn.
- [DeviceOn Product Page](https://wise-paas.advantech.com/en-us/marketplace/product/advantech.wise-paas-deviceon-iot-device-management-app)
- [News & Solution Package](https://campaign.advantech.online/en/DeviceOn/index.html)

### How to Get DeviceOn Server and DeviceOn Agent Installer?
> Please try to get the installer package from below download link.
- [DeviceOn Server](https://eiot.blob.core.windows.net/deviceon/DeviceOn_Server.zip) (Windows & Ubuntu)
- [DeviceOn Agent](https://eiot.blob.core.windows.net/deviceon/WISE-Agent.zip) (Windows & Ubuntu)

### How to Monitor Device Hardware Status?
> The device hardware information includes FAN Speed, Voltage, Watchdog and brightness. Before monitoring this information on DeviceOn, please make sure your device is Advantech hardware and with SUSI driver support. Recommend to download SUSI driver from [Advantech Support](https://support.advantech.com/) site for your hardware platform first. Click [**here**](https://www.dropbox.com/s/4p46gtzpm57u4jr/SUSI4_Std.exe?dl=0) get the latest driver version.

### How to Purchase a License?
> Please contact Advantech sales and join to WISE-Marketplace member to purchase license for DeviceOn.
{%youtube qrZ9nq5TsVc %}

### How Many Devices Cloud be Managed on DeviceOn?
> It depends on your server configuration. Taking the Azure DeviceOn VM specification, as an example, the instance D2sV5 is able to manage **1000**pcs devices. If you need to manage more than 1000 devices, please contact us for advanced solution and artechicture.

### How to Deploy DeviceOn on Azure?
> It is really simple that just login Azure Marketplace and search for **DeviceOn**, then follow the steps to create a virtual machine. Here is a [**Quick Start Guide**](/aSgM8LmTSbG9mORrsToqiw#Deploy-DeviceOn-from-Azure-Marketplace) to deploy through Azure Marketplace.

### What Operating System Are Supported on DeviceOn Agent?
> Please refer to the section about [**DeviceOn Agent Supported Operating Systems**](/l482blXVQG-_wDq4PjL4sg#DeviceOn-Agent-Supported-Operating-Systems) for details.

### Can DeviceOn Perform Bulk Operations on Devices Remotely?
> Yes, group the devices for different attributes and set the task for each group, bulk operation can be finished. Please refer to the below sections.
- [App Management](/cf93Uwf4RCSL2eI4jmqbeg#App-Store)
- [Container Management](/cf93Uwf4RCSL2eI4jmqbeg#Containers)
- [Task Management](/cf93Uwf4RCSL2eI4jmqbeg#Task-Management-Batch-Remote-Control)

### Does DeviceOn Provide SDK?
> DeviceOn offers easy customization with a complete [REST API](https://docs.wise-paas.advantech.com/en/Guides_and_API_References/ApplicationServices/1564727799415968385/1609292788571761649/v1.0.0) for core management on the server side, and an [SDK](https://docs.wise-paas.advantech.com/en/Guides_and_API_References/ApplicationServices/1564727799415968385/1609292785115116876/v1.0.0) on the device side that enables the development of custom plugins.

### How to Upgrade Software, Firmware via DeviceOn?
> DeviceOn has OTA (Over The Air) function to remote provisioning and updates on firmware, driver, and software at the scale. Please refer the [App Management, OTA](/cf93Uwf4RCSL2eI4jmqbeg#App-Management-OTA) for details

### Which Tier (Size) of Azure VM Should I Selected and Cost Estimate?
It is recommended that users select **D2sV5** (2Cores 8G RAM) to meet most cases, you may refer below scenarios that we verified. The list price of VM, storage is based on [Azure calculator](https://azure.microsoft.com/en-us/pricing/calculator/) and the data center in **Southeast Asia** (Singapore)

>January 22, 2022, based on v-4.5.1 of DeviceOn Server.

:::info
Case I, Standard IPC Device Management (Hardware, Network, Hard Disk, System), <font color=red><strong>25Tags/min</strong></font>
:::

| **Azure VM Tier <font color=blue>(WinSrv 2019)</font>** | **Device** **Number** | **Storage** **Required/mo** | **Storage Tier (HDD) Recommended (Monthly Retention)** | **Price Estimation <font color=blue>WinSrv 2016</font> + Storage (USD)/mo** |**Price Estimation <font color=Green>Ubuntu 18.04</font> + Storage (USD)/mo** |
|-----------------------------------|------------------------|------------------------------|--------------------------------------------------------|-----------------------------------------------------|-----------------------------------------------------|
| D2sV5 (2 Cores 8G) (\$158.46/mo) | 10 | 1.09G | S6 (64G), \$3.06/mo | **\$161.52** |**\$90.66** |
| | 100 | 8.22G | S6 (64G), \$3.06/mo | **\$161.52** |**\$90.66** |
| | 500 | 39.9G | S10 (128G), \$5.94/mo | **\$164.4** |**\$93.54** |
| | 1,000 | 79.5G | S10 (128G), \$5.94/mo | **\$164.4** |**\$93.54** |
| | 3,800 | 302.1G | S20 (512G), \$21.81/mo | **\$180.27** |**\$109.41** |
| D4sV5 (4 Cores 16G) (\$316.87/mo) | 7,500 | 596.25G | S30 (512G), \$41.01/mo | **\$357.88** |**\$216.21** |
:::info
Case II, Standard IPC Device Management (Hardware, Network, Hard Disk, System), <font color=red><strong>187Tags/min</strong></font>
:::

| **Azure VM Tier <font color=blue>(WinSrv 2019)</font>** | **Device** **Number** | **Storage** **Required/mo** | **Storage Tier (HDD) Recommended (Monthly Retention)** | **Price Estimation <font color=blue>WinSrv 2016</font> + Storage (USD)/mo** |**Price Estimation <font color=Green>Ubuntu 18.04</font> + Storage (USD)/mo** |
|----------------------------------|------------------------|------------------------------|--------------------------------------------------------|-----------------------------------------------------|-----------------------------------------------------|
| D2sV5 (2 Cores 8G) (\$158.46/mo) | 10 | 4.692G | S6 (64G), \$3.06/mo | **\$161.52** | **\$90.66** |
| | 100 | 44.22G | S10 (128G), \$5.94/mo | **\$164.4** | **\$93.54** |
| | 500 | 219.9G | S20 (512G), \$21.81/mo | **\$180.27** | **\$109.41** |
| | 2,400 | 1,061.28G | S40 (2,048G), \$81.97/mo | **\$240.43** | **\$169.57** |
| D4sV5 (4 Cores 16G) (\$316.87/mo)| 4,000 | 1,759.2G | S40 (2,048G), \$81.97/mo | **\$398.84** | **\$257.17** |

:::info
Case III, Data Collection, <font color=red><strong>15Tags/sec</strong></font>
:::

| **Azure VM Tier <font color=blue>(WinSrv 2019)</font>** | **Device** **Number** | **Storage** **Required/mo** | **Storage Tier (HDD) Recommended (Monthly Retention)** | **Price Estimation <font color=blue>WinSrv 2016</font> + Storage (USD)/mo** |**Price Estimation <font color=Green>Ubuntu 18.04</font> + Storage (USD)/mo** |
|-----------------------------------|------------------------|------------------------------|--------------------------------------------------------|-----------------------------------------------------|-----------------------------------------------------|
| D2sV4 (2 Cores 8G) (\$158.46/mo) | 10 | 21.18G | S10 (128G), \$5.94/mo | **\$164.4** | **\$93.54** |
| | 100 | 209.1G | S20 (512G), \$21.81/mo | **\$180.27** | **\$109.41** |
| | 300 | 626.7G | S30 (1,024G), \$41.01/mo | **\$199.47** | **\$128.61** |
| | 800 | 1,671.3G | S40 (2,048G), \$81.97/mo | **\$240.43** | **\$169.57** |
| D4sV4 (4 Cores 16G) (\$316.87/mo) | 1,300 | 2,714.7G | S50 (4,096G), \$163.84/mo | **\$480.71** | **\$339.04** |

### How Can I Get Support?
> In addition to browsing the user manual from [technical portal](https://docs.wise-paas.advantech.com/en/Guides_and_API_References/ApplicationServices/1564727799415968385/1564727878040194797/v1.0.1) to find answer to your questions, product support is available via email. Please contact below window to get further information.
>
> mail to: [[e-mail]](mailto:[e-mail])

Technical
---
### Why Cannot Install DeviceOn Agent with Error code 12007?
> 
DeviceOn Agent requires the Microsoft Visual C++ Redistributable 2008, 2013, 2015 x86 packages, which will be downloaded from the Internet and set up during the installation process. If you are in an environment with limited or no Internet access, please download the [“**Agent Dependency Package**”](https://eiot.blob.core.windows.net/rmm-agent/AgentDependencySetup.exe) through an Internet connected device and install this package first.

### Why the DeviceOn Agent Cannot Download from Device Onboarding?
>
In order to allow users to obtain the latest and stable DeviceOn Agent, the DeviceOn team will place the latest version on the cloud. When this message appears, it means that your server network cannot access the cloud or does not have network connectivity.

> You could download DeviceOn Agent through your mobile device or laptop and put it in the following path. The file name must be “**WISE-AgentSetup_x.y.z**”.

\DeviceOn Server\server\portal\


### Why the Acronis and McAfee Failed to Install?
> Since the installer package require .Net Framework 4.x dependency, please help to confirm is .Net Framework 4.x installed on your devices.

### Why Your SMTP Server (GMail) Cannot Send a Mail?
- **Case I: Your DeviceOn service is deployed on Azure cloud and your SMTP server adopt port 25.**
> Starting on November 15, 2017, outbound email messages that are sent directly to external domains (such as outlook.com and gmail.com) from a virtual machine (VM) are made available only to certain subscription types in Microsoft Azure. Outbound SMTP connections that use TCP port 25 were blocked. (Port 25 is primarily used for unauthenticated email delivery.)

> This change in behavior applies only to new subscriptions and new deployments since November 15, 2017.
> [Referenced site>](https://docs.microsoft.com/en-us/azure/virtual-network/troubleshoot-outbound-smtp-connectivity)

- **Case II: Send mail via Google Account**
> To help keep your account secure, from **May 30, 2022**, ​​Google no longer supports the use of third-party apps or devices which ask you to sign in to your Google Account using only your username and password.

**Sign in with App Passwords**
> **Tip**: App Passwords aren’t recommended and are unnecessary in most cases. To help keep your account secure, use "Sign in with Google" to connect apps to your Google Account.

> An App Password is a 16-digit passcode that gives a less secure app or device permission to access your Google Account. App Passwords can only be used with accounts that have [2-Step Verification](https://support.google.com/accounts/answer/185839) turned on.

>Reference: [https://support.google.com/accounts/answer/185833?hl=en](https://support.google.com/accounts/answer/185833?hl=en)

### Why Some of Devices Cannot Power On?
> The remote “Power On” is leverage Wake-on-LAN (WoL) protocol, that’s network standard allows a computer to be turned on. Enabling Wake-on-LAN is done in two steps, **BIOS** and **Operating system** Setup. Please reference the [**site**](https://www.lifewire.com/wake-on-lan-4149800) to configure your devices. Second, the WoL magic packet cannot cross different network, if your server is running on public cloud, it’s not on the same network as the devices, please ensure there is an alive device that connect to cloud, through the device to broadcast magic packet. On the DeviceOn portal, go to [**Device** > **Provision** > **PowerOn**](/cf93Uwf4RCSL2eI4jmqbeg#Power-On-Wake-On-LAN) to batch configure group devices on “**Agent Mode**”.

### Why Cannot Remote Desktop?
> The DevicOn leverage VNC (Virtual Network Computing) technology to achieve remote desktop, to bridge different network between public and private environment. We build-up a Repeater server on public site for WISE-PaaS/EnSaaS and Azure PaaS. There is a web-client through WebSocket (port: **6083**) mechanism connect to Repeater and device via **8022** to Repeater, the structure as below. Please help confirm the port available on your browser and device side.

### How to Enable and Adjust DeviceOn Agent Logs Levels?
> Open the **log.ini** on installation path (C:\Program Files (x86)\Advantech\DeviceOn Agent\), adjust log_level from 4 to **5**, and then restart the **Logd**, the log files under the C:\Program Files (x86)\Advantech\DeviceOn Agent\logs\\

- DeviceOn Agent v-1.3.x and v-1.2.x
> Open the **log.ini** on installation path (C:\Program Files (x86)\Advantech\DeviceOn Agent\), adjust level from 5 to **7**, the minus stand for HTML format, and then restart the **WISEAgentService**, the log files under the C:\Program Files (x86)\Advantech\DeviceOn Agent\logs\\

### Why the Grafana Dashboard Cannot Display All the Data within the Interval?
> DeviceOn provide the Simple JSON interface to access sensor data from the edge device, there are two mechanisms to retrieve data, one is **Sampling** to scatter the value of the interval, require lot's of computing resource of databases. The other is **Raw** to return latest raw data with **5000** records. Both of two methods support data within **7** days only.

### How to Enable/Disable Plugins on DeviceOn Agent?
**Step 1**: Adjust configuration file on DeviceOn Agent Open **module_config.xml** on

Installation path\module\


Adjust “ModuleEnable” to **TRUE**/**FALSE** to enable and disable.

**Step 2**: Restart DeviceOn Agent
Restart “**WISEAgentService**” to connect to DeviceOn

### How to Adjust DeviceOn Server IP Address (Standalone)?
DeviceOn provide advanced tool for user to adjust the IP address, please refer to [Advanced Configuration](/cf93Uwf4RCSL2eI4jmqbeg#3-Server-Advanced-Configuration) to update your Web Server.

### How to Enable Data Retention on DeviceOn?
DeviceOn provide advanced tool for user to enalbe data recycling mechanism., please refer to [Advanced Configuration](/cf93Uwf4RCSL2eI4jmqbeg#3-Server-Advanced-Configuration) to enable.

### How to Enable HTTPs for DeviceOn Web Service?
Generate Let's Encrypt certificate using Certbot for DeviceOn.
* **Let’s Encrypt** is a new free, automated, and open source, Certificate Authority.
* **Certbot** is a console based certificate generation tool for Let's Encrypt.
In this recipe, we will generate a Let's Encypt certificate using Certbot. This certificate will then be deployed for use in the DeviceOn server.

Dependancies:
* Port **443** for https needs to be open and available at time of executing certbot.
* Certbot needs root access while executing because only root is allowed to bind to any port below 1024.
* We will be using our own domain myminio.com as an example in this recipe. Replace with your own domain under your setup.

- **Step 1**: Install Certbot
Install Certbot by following the documentation at [https://certbot.eff.org/](https://certbot.eff.org/)
Since the DeviceOn Web service is running on Apache Tomcat, please select to “Apache” and “Windows” to donwnload Certbot installer.

Scrolling down the instruction, you may get the installer package on Step 4.
[https://dl.eff.org/certbot-beta-installer-win32.exe](https://dl.eff.org/certbot-beta-installer-win32.exe)

Run the installer and follow the wizard. The installer will propose a default installation directory, C:\Program Files(x86), that can be customized.)

- **Step 2**: Create the folder to authenticate
Create the folder named **acme-challenge** under **<DeviceOn Folder>\server\portal\.well-known**. If the folder “**.well-known**” is not exist, please create it manually (via CLI, for example: **mkdir**).

- **Step 3**: Choose how you’d like to run Certbot
Run the following command to create credential files and enter your website information. The domain name(s) should input yours and the webroot to **\DeviceOn Path\server\portal\\**

   certbot.exe certonly --webroot   


- **Step 4**: Install your certificate
You'll need to install your new certificate in the configuration file or interface for your webserver. Certificates are located in **C:\Certbot\live\[certificate_name]**, where **[certificate_name]** is the name of your certificate (usually the first domain if the **--cert-name** flag has not been used on the certonly command)

- **Step 5**: Install your certificate on DeviceOn Web Services
* Open the server.xml on text editor tool that located in the **\DeviceOn Path\tomcat\conf\\**
* Add the following XML attribute (Connector) into **Service** tag and give your certification path (Line 26 ~ 28) that generated on Step 4.

   <Connector port="443"   
       protocol="org.apache.coyote.http11.Http11AprProtocol"  
       connectionTimeout="20000"  
       useSendfile="false"  
       compression="on"  
       compressionMinSize="2048"  
       noCompressionUserAgents="gozilla, traviata"  
       compressableMimeType="text/html,text/xml,text/plain,text/css,text/javascript,application/javascript,application/xml,application/json"  
       redirectPort="8443"  
       maxThreads="150"  
       scheme="https"  
       secure="true"  
       SSLEnabled="true">    
       <UpgradeProtocol className="org.apache.coyote.http2.Http2Protocol"  
           overheadWindowUpdateThreshold="-1"  
           overheadDataThreshold="-1"  
           writeTimeout="-1"  
           streamWriteTimeout="-1"  
           streamReadTimeout="-1"  
           maxHeaderSize="8192"  
           maxConcurrentStreams="300"  
           readTimeout="-1"  
           compressibleMimeType="text/html,text/xml,text/plain,text/css,text/javascript,application/javascript,application/json"  
           compression="on" compressionMinSize="1024"/>    
       <SSLHostConfig>  
           <Certificate certificateKeyFile="C:\Certbot\live\<DNS>\privkey.pem"    
                        certificateFile="C:\Certbot\live\<DNS>\cert.pem"    
                        certificateChainFile="C:\Certbot\live\<DNS>\fullchain.pem"    
                        type="RSA" />    
       </SSLHostConfig>    
   </Connector>    

- **Step 6**: Restart DeviceOn web services (Tomcat_IoT) to reload the configuration

- **Step 7**: Replace the certificate files that in the websockify folder.

   xcopy "C:\Certbot\live\<DNS>\privkey.pem" "<INSTALLER_PATH>\server\portal\WEB-INF\classes\novnc\websockify\wise-paas.com.private.key" /Y

   xcopy "C:\Certbot\live\<DNS>\cert.pem" "<INSTALLER_PATH>\server\portal\WEB-INF\classes\novnc\websockify\wise-paas.crt" /Y

- **Step 8**: Enable to automatic renewal
Create a batch file named restartTomcat.bat which content as below

Copy the batch file into C:\Certbot\renewal-hooks\post\

- **Step 9 (Optional)**: Test automatic renewal, please run the following command

   certbot.exe renew –dry-run

- **Step 10 (Optional)**: If you get all renewals succeeded, it means your configuration is correct.

- **Step 11**: Turn Windows firewall on inbound port **443** for your HTTPS, and make sure your network security rules allow.

### How to Enable Passive Mode on FTP Server?
>DeviceOn FTP default setting is active mode. However, FTP runs active mode may fail in cases where the server is behind a router or the server deplyed on Azure/AWS or other cloud’s virtual machine. And that will cause DeviceOn initialize failure. To solve this issue, you should change FTP server to passive mode.

- **Step 1**: Open the **ftpd-typical.xml** on text editor tool that located in

\DeviceOn Path\ftp\res\conf\

Add the following XML attribute (data-connection) into listeners tag and give your **passive ports** range and **external DNS**.

<data-connection idle-timeout="60">  
  <passive ports="60001-60100" external-address="<YOUR_EXTERNAL_DNS>" address="0.0.0.0" />  
</data-connection>  

"60001-60100" means in passive mode, ftp client uses port 60001 to 60100 to transfer data. You could change it to any available ports range. "**YOUR_EXTERNAL_DNS**" means in passive mode, client’s destination domain name. You should replace it with real domain name which can be access from external side. After that, restart the service (**Apache FtpServer ftpd**) to apply setting.


- **Step 2**: Add inbound security rules on your network security group, make sure blow ports are available.
- **2121** (command port)
- **60001-60100** (Passive port)

- **Step 3**: Restart DeviceOn service, stop/start the "**Management Service**" via server tray icon.

### How to Enable and Reduce Data Lost via DeviceOn Agent?
> DeviceOn Agent provides Zero-Downtime to guarantee device data. Data will be cached in the database through DataSync Plugin in DeviceOn Agent. However, when the system is powered off (plug-off) or the DeviceOn Agent program is forcibly terminated, some data may still be lost. If you want to keep Zero-Downtime requirements for this harsh environment, please refer below steps.

- **Step 1**: Enable "KeepLostConnect" to 1 on the DataSync.ini.

    Windows: C:\Program Files (x86)\Advantech\DeviceOn Agent\
    Linux: /usr/local/AgentService/


- **Step 2**: In order to reduce data loss when transmitting data based on MQTT protocol and detect connection loss more effectively, users can change the MQTT QoS level to 1 by changing the value of <sensor_qos> which in agent_config.xml.


### How to Get Server Logs and Diagnostic DeviceOn Services?
>Please try to use the [Diagnostic Tool](/cf93Uwf4RCSL2eI4jmqbeg#4-Server-Diagnostic) and run on DeviceOn server site (Standalone version) to get each service log, the tool could help to check each services healthy. After that, a **log.zip** will be generated, please send this log back to your technical support window.

### How to login Ubuntu 22.04 with Xorg?
>Screen Share (Remote Desktop, Screenshot) not working in **Ubuntu 22.04**.
The issue with Ubuntu 22.04 is using a display feature called wayland. Wayland is not supporting to screen share by default(Untill now, atleast!). In previous ubuntu version we had xorg for display feature.

Users could switch the display server at login.

Disable Wayland on Ubuntu 22.04 step-by-step instructions.

- **Step 1**:
The default display manager for the GNOME desktop environment is GDM3. Therefore, we will edit the **/etc/gdm3/custom.conf** file to either disable or enable Wayland.

   $ sudo nano /etc/gdm3/custom.conf

- **Step 2**:
In custom.conf, uncomment this line **#WaylandEnable=false** to disable the Wayland.

- **Step 3**:
After saving and exiting the custom.conf, restart GDM3, or reboot your Ubuntu 22.04 desktop for the changes to take effect.

   $ sudo systemctl restart gdm3

- **Step 4**:
After disabling the Wayland display server, the gear button doesn’t show up at all.

### Why does your device constantly display "Acronis is not ready"?
> The root cause may be corrupted Acronis configuration files on your device if your device consistently displays "**Acronis is not ready**" in the device list.


> Please check to see if the Acronis services (**Acronis Managed Machine Service** and **Acronis Agent Core Service**) are able to launch. If there is an error with **1068**.


Please remove "**aakore.info**" and try again.

**Reference**: [Acronis Cyber Protect 15: Acronis Agent Core Service fails to start due to corrupted configuration files](https://kb.acronis.com/content/71361?ckattempt=3)

### Why does Microsoft Excel tell the xls file exported from DeviceOn is broken?
> This may caused by Microsoft Windows security strategy. Windows block opening downloaded files to help protect your computer.

> Please right click the exported xls file to open its properties, and there is description about security.

Please check the option **Unblock** to allow opening and try again.