1) Requirements
2) JetAdvice Edge can be started but no devices Discovered/Collected and show 01-01-2000 02:00:00 in JetAdvice Edge Data menu:
a) Proxy server used
b) Firewall
c) Anti Virus
3) JetAdvice Edge gives Api authentication failed when entering any of the menus
4) JetAdvice Edge offline in portal yet started on the server/pc
5) JetAdvice Edge can be started but no devices Discovered/Collected and show in settings current date eg. 16-06-2020 08:45:31
6) JetAdvice Edge status "Running - sleeping 39600 sec. before contacting server"
7) JetAdvice Edge error "Unspecified error"
8) Difficulty getting the JetAdvice Edge running on a specific Server?
9) "API Authentication Failed" at JetAdvice Edge startup?
10) Link to JetAdvice Edge install guide
1) Requirements:
Windows Software Requirements:
- Windows 7 SP1 (x86 and x64)**
- Windows 8 (x86 and x64)
- Windows 10 (x86 and x64)
- Windows 11 (x64)
- Windows Server 2008 R2 SP1 (x64)
- Windows Server 2012 (x64)
- Windows Server 2012 R2 SP1 (x64)
- Windows Server 2016 (x64)
- Windows Server 2019 (x64)***
** Note: Windows 7 SP1 (x86 and x64) has reached its End of Life at Microsoft and is no longer supported. JetAdvice Edge should work on this OS but is not guaranteed.
*** Note: Windows Server 2019 (x64) Not recommended, it is unstable so currently not recommended to use with JetAdvice Edge
Linux (arm) Software Requirements:
- Raspian (Jessie/Stretch/Buster)
Hardware requirements:
- 1 GHz or faster processor
- 1 GB of RAM
- 500 MB of available hard disk space.
2) JetAdvice Edge can be started but no devices Discovered/Collected and show 01-01-2000 02:00:00 in JetAdvice Edge Data menu:
a) Proxy server used
- Check proxy settings in JetAdvice and test settings
- Manually insert Proxy settings and test settings
- Define user on JetAdvice Edge Service with appropriate rights to access through a Proxy server.
- If the customer uses proxy as a system policy no Proxy settings are needed in the JetAdvice Edge but the JetAdvice Edge Service still needs a user account that has appropriate rights to sign in to the customer’s network.
b) Firewall
Port Requirements from Edge Installation before installation:
Destination IP: 52.178.105.179
Destination Network | Direction | Protocol | Port |
External (*.eu.edge-api.com) | Outbound | TCP | 443 HTTPS |
Internal (Networks with Devices) | Outbound | UDP | 161 SNMP |
Internal (Networks with Devices) | Outbound | TCP | 443 HTTPS |
Internal (Networks with Devices) | Outbound | TCP | 80 HTTP |
Destination API endpoint used in *.eu.edge-api.com (wildcard destination)
Specific API endpoints:
https://auth.eu.edge-api.com
https://dr.eu.edge-api.com
https://config.eu.edge-api.com
https://p.eu.edge-api.com
https://upd.eu.edge-api.com
https://ui.eu.edge-api.com
https://ranges.eu.edge-api.com
https://log.eu.edge-api.com
https://status.eu.edge-api.com
https://fw.eu.edge-api.com
c) Anti Virus
- Disable Anti Virus software or make exceptions for JetAdvice Edge program and service
- C:\Program Files (x86)\JetAdvice\Edge
- C:\ProgramData\JetAdvice\Edge
- JetAdvice Edge Services (Edge, Edge UI & Edge Updater)
- No user-defined on the PC/Server
- Define a user onJetAdvice Edge Service with appropriate rights to access to customer’s network
3) JetAdvice Edge gives Api authentication failed when entering any of the menus
Check the permissions for the install.json file: c:\programdata\JetAdvice\Edge\Config\Shared\install.json
Whatever account the Edge services are running under (normally local system) need to be able to access everything in and below C:\programdata\JetAdvice\Edge
4) JetAdvice Edge offline in portal yet started on the server./pc
Define a User on JetAdvice Edge service:
Stop JetAdvice Edge, open the services console to access the properties of the JetAdvice Edge Service.
Change the setting on the Log On tab to "This Account" and use login credentials that have the privilege to access the necessary ports, press apply then restart JetAdvice Edge.
5) The JetAdvice Edge can be started but no devices Discovered/Collected and show in settings current date eg. 16-06-2020 08:45:31
a) SNMP v1/2 or 3 not enabled in printers network card
b) Community name not set to “public” in printers network card for SNMP v1,2 or defined for SNMP V3
c) Customer's network do not allow SNMP v1/2 or 3 traffic on UDP port 161/162
6) JetAdvice Edge status "Running - sleeping 39600 sec. before contacting server"
a) There is defined a Billing end date on the account
- If not possible to remove the Billing end date then send an email to support@euroform.com to get help
b) Please ensure also consider settings for Proxy, Firewall and Anti-Virus software as described in topic 2 of this FAQ.
7) JetAdvice Edge error "Unspecified error"
If JetAdvice Edge has been reinstalled then check if the lasted .NET Core is installed
- If not, then uninstall JetAdvice Edge before installing .lasted .NET Core and when installed then rerun the JetAdvice Edge installation.
- If lasted .NET Corer has been installed before the installation of JetAdvice Edge then make sure the PC or server does not have other Windows updates recently installed that required a restart of the PC or server. If it is the case then a restart of the PC or server is needed before lasted .NET Core will work.
- Check if the customer uses a Proxy server, see step 2a above to get help to Proxy settings.
8) Difficulty getting JetAdvice Edge running on a specific Server?
Why? The server may be set up for a simple File Server or no access to WAN.
Make sure to always start JetAdvice Edge from its own program and not from Windows Services. This will ensure JetAdvice Edge is automatically restarted when the server or PC is restarted/booted.
Define a user account (admin) with a password in the JetAdvice Edge services instead of using Local system.
Internal/External firewalls could be blocking ports 80 and 443, or even blocking all SNMP traffic on ports 161 and 162.
The server may just have been installed without full server functionality. Or it could be a specialized server with a unique
complex setup, multiple NIC’s or used as Domain controller making JetAdvice Edge requirements difficult to manage.
Keep It Simple: Try quickly test installing with administrator rights on a PC/laptop that meets the basic requirements
- follow the Troubleshooting guide if there are any special needs to communicate out of the network to verify functionality.
After verifying success, then the Network Admin can go back to the server and manage the configurations to ensure JetAdvice Edge can work since success has been established.
9) "API Authentication Failed" at JetAdvice Edge startup?
There can be a number of reasons why this message occurs. When starting a new JetAdvice Edge installation certain network requirements need to be met as seen 2B of this FAQ.
- Install Key has expired
- Install Key already registered on another JetAdvice Edge installation
- PC/RaspberryPi missing certificate support
- Check accessibility in Windows - go to https://auth.eu.edge-api.com/releaseinfo and see the certificate
- Check accessibility in RaspberryPi - run command "wget https://auth.eu.edge-api.com/releaseinfo"
10) Link to JetAdvice Edge install guide: JetAdvice Edge Installation Guide