REON Support

NEW UNIT / SITE INSTALLATION NOT GETTING ONLINE

When a new unit is installed at a site for the first time, follow these steps:

1. Prior to powering on the unit, verify the availability of SIM cards. It is advisable to have two SIMs to mitigate potential network issues.
2. Inspect and confirm the data on both SIMs. If they are malfunctioning or exhibit weak signals, replace them with a network that has better coverage at the site.
3. Instruct the team to insert the SIMs into the unit, securely mount the unit in the cabinet, and connect all necessary cables before powering it on. This will expedite the process and help the unit come online more quickly.
4. Turn ON VPN Config on Web page.
5. Check the unit's IP address, connect to the VPN, and open the command prompt on your laptop by pressing WIN + R and typing cmd. Then enter ping IP -t where IP should resemble 10.X.X.X
6. If a response is received, access the device’s portal through a web browser, configure the basic settings (e.g., check mapping from the user portal – remove spacing and re-verify) and the unit will come online on Spark.
7. If the steps outlined above do not bring the unit online, please forward this site to the Encore team for additional troubleshooting assistance.

RMS OFFLINE ISSUE / RMS NOT GETTING ONLINE ON SPARK

This is a common issue encountered in support. Here’s how to address it:

Level 1 support (SOC) needs to follow some steps:

1. Provide the basic information of the site, including the site ID (e.g., EC1-LHR-02002)
2. Include the RMS serial number (e.g., REON10020).
3. Share the remote access ID (Anydesk / Rustdesk).
4. Avoid performing a hard reset on the unit initially; Encore support will request this only after completing basic troubleshooting.
5. Verify the data on both SIMs. If they are not functioning or have weak signals, replace them with a network that offers better coverage at the site.
6. Check if SIM switching is occurring every 10 minutes based on the current time. If it is not, report this to the Encore team for further troubleshooting.
7. If basic troubleshooting fails, escalate the site to the Encore team for further investigation.