Developers
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Articles
Recent activity by Developers-
I received a firmware update or scheduled upgrade notice (for example a firewall firmware update or a PAN-OS upgrade). Do I need to do anything?
These notices tell you about planned maintenance on the security equipment protecting your site. They are informational. There may be a brief interruption during the maintenance window. If the timi...
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I need access to a site (jump host or remote access) and it appears offline.
Raise a ticket describing the access you need and the site. Access provisioning and jump-host availability are handled through support so that access is granted correctly and recorded.
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Can you apply a VPN or router configuration change requested by a third party?
Yes. Send the requested change (an attachment or written summary is fine) via a ticket and we will review whether it can be applied safely and respond before making any change. Configuration change...
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My VPN certificate has expired or is about to expire. What happens?
An expired VPN or firewall certificate can interrupt access to the affected sites. If you are notified that a certificate has ended, raise a ticket and we will advise on renewal and the steps to re...
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I cannot log in to the VPN client (for example GlobalProtect). What now?
Confirm you are using the current credentials and that your device has network access, then raise a ticket if the problem persists. If the client stopped working across several sites at once, menti...
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My IPSec tunnel (or VPN) to a site is down. How do I get it back?
Raise a ticket with the site name and, where relevant, the third party involved (for example a data provider or O&M system). Note the date and time the tunnel went down. VPN and IPSec faults are a ...
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Why does a site show as "disconnected" in the Portal after a site outage?
A full site power or network outage will show the site as disconnected until connectivity returns and monitoring re-establishes. After the outage clears, if the site still shows disconnected, raise...
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I am only receiving live data from some of my turbines (or devices), not all. Why?
Partial data, turbines showing an "Unknown" status, or intermittent dropouts usually point to a problem on the data path between the devices and the monitoring platform rather than a full site outa...
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My OT Sensor is showing as offline or disconnected. What should I do?
First, check whether any planned works, a site power outage, or maintenance could explain it, as these commonly interrupt the sensor. If there is no known cause, raise a ticket and ask us to confir...
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What is a "SIM Door Event"?
The SIM tray or door on the cellular gateway was opened. This is expected during a planned SIM swap or maintenance. If no work was scheduled, it may indicate physical access to the cabinet worth co...