Getting Support

This page provides a guide for submitting new support tickets. Different types of problems require different types of information/context to be provided.

Note that all of these guides assume you are able to access the device via SSH.

If you have any questions or issues, please contact Bennett at MRS Electronics.

Spoke.Zone Connectivity Issues

Follow these steps in the following situations:

• The app is unable to connect to Spoke.Zone, and the device is unable to get a new authentication token.

1. Check the device’s internet connection: curl -I https://api.spoke.zone. If the device is not connected to the internet, please troubleshoot the network connection first.

2. Run the following command to test whether the device can get a new token. NOTE: there is no need to save the returned token; it just tests to see if the device can get one at all.

   • If you have app version >=3.1.3, just run /rw_data/usr/bin/test-sz.sh.

   #!/usr/bin/env bash
   
   echo "Parsing S.Z config..."
   conffile=/rw_data/etc/spoke-zone/spoke-zone-system.ini
   cpuid="$(printf "0x%s%s\n" "$(tr -d '\n\r0x' < /sys/fsl_otp/HW_OCOTP_CFG1)" "$(tr -d '\n\r0x' < /sys/fsl_otp/HW_OCOTP_CFG0)")"
   uuid="$(awk -F '[[:space:]]*=[[:space:]]*' '$1=="device_uuid" {print $2}' "$conffile")"
   token="$(awk -F '[[:space:]]*=[[:space:]]*' '$1=="mqtt_username" {print $2}' "$conffile")"
   
   echo "CPU ID: $cpuid"
   echo "UUID: $uuid"
   echo "Token: $token"
   
   echo
   echo "Testing S.Z auth..."
   auth_body="$(printf '{"cpu_id":"%s","uuid":"%s","token":"%s"}' "$cpuid" "$uuid" "$token")"
   echo "Request body: $auth_body"
   curl -i --data-raw "$auth_body" \
       -H "Content-Type: application/json" \
       https://api.spoke.zone/loginDevice
   echo

3. If the internet connection is working but the above script fails, please gather the following information and send it to Bennett at MRS Electronics:

   • The output of steps 1 and 2
   • The full Spoke.Zone configuration: cat "/rw_data/etc/spoke-zone/*.{ini,conf}"
   • Relevant app logs: systemctl status startup-app@bam --lines=500 --no-pager | grep -iE '(mqtt|spoke)'
   • A picture of the Network Diagnostics screen in the app
   • The device’s serial number and any other relevant context

Software Update Issues

OS Update Issues

Follow these steps in the following situations:

• OS update failed for some reason. The device will be stuck on a black screen or a boot logo.

1. If the screen’s backlight is on (you will be able to see the low light coming from the screen), then the OS is running in some capacity, but the app is not rendering.

   1. Follow the app rendering issues guide below to try to fix the problem.
   2. If the device is still stuck, please gather the following information and send it to Bennett at MRS Electronics:

      • The output of the following set of commands:

        date
        systemctl status startup-app@bam --no-pager
        cat /run/media/sda1/output.log
        dmesg

      • The device’s serial number and any other relevant context

2. If the screen’s backlight is off (the screen is completely black), then the OS update is stalled.

   1. Cycle power to the device. Wait at least 30 seconds before powering back on.
   2. If you immediately hear the error tone, then the device may be bricked. Please notify Bennett at MRS Electronics.
   3. If you hear nothing, then wait for a few minutes to let the OS finish its post-update initialization sequence.
   4. After a few minutes, the app should be displayed onscreen. If it is not, please gather the following information and send it to Bennett at MRS Electronics:

      • The output of the following set of commands:

        date
        systemctl status startup-app@bam --no-pager
        cat /run/media/sda1/output.log
        dmesg

      • The device’s serial number and any other relevant context

App Rendering Issues

Follow these steps in the following situations:

• The app is not rendering on the display; the screen is black (or shows just a boot logo) even though the device is powered on and the app is running.

1. If you just ran an OS update, wait for a few minutes to let the OS finish its post-update initialization sequence. If the app is still not rendering after a few minutes, proceed to step 2.

2. Verify the app is running: systemctl status startup-app@bam --no-pager | grep 'Active:'. If the app is not running/active, restart it: systemctl restart startup-app@bam.

3. If the app is running but not rendering, try cycling power to the device. Wait at least 30 seconds before powering back on.

4. If the app is still not rendering, try the following commands to test if the frame-buffer is working:

   # If you see a screen full of random pixel noise, the frame-buffer is working. If you still see a black screen, the frame-buffer is not working.
   watch -n 1 'cat /dev/urandom >/dev/fb0'
   # Clear the screen after testing.
   cat /dev/zero >/dev/fb0

   NOTE: starting with app version 3.3.0, you can run /rw_data/usr/bin/test-screen.sh to do this more easily.

5. Please gather the following information and send it to Bennett at MRS Electronics:

   • The output of the following set of commands:

     date
     systemctl status startup-app@bam --no-pager
     fbset -fb /dev/fb{0,1}
     dmesg | grep -i fb

   • The device’s serial number and any other relevant context