Question/Problem
 
Unable to ping or establish a PuTTy session with a Backup BOSS RTC even though site claims it is turned on and booted as backup.
 
Environment

• Boss Control Cabinet with at least 1 set of RTC's (one for Primary, one for Backup).
   

Answer/Solution

 
First of all, ensure the backup controller is powered on and booted correctly as backup. To do this, site needs to power on the controller via the switch in the front of the RTC; this switch is located within a hinged door that will need to be opened. The controller will automatically boot as backup without input from the user.

 

Secondly, check for a local connection to the Backup controller from the Primary controller. Some sites have network switches not connected to the customer's network that connect the Primary controller to the Backup controller. PuTTy into the Primary controller and try to ping the IP address of the backup controller. If the ping is unsuccessful, check /etc/hosts on the Primary controller for possible IP addresses the Backup controller could be assigned and try to ping those from the Primary. If the Backup IP ping is successful you will be able to telnet into the Backup controller from the Primary. Example: 'telnet 192.168.6.10'. You will have full access to the Backup controller using this method.

 

Third, ask site to look at or send a picture of the back of the Primary and Backup RTC's. The main point of focus is to define how many Ethernet networking cables are connected to each RTC.

NOTE: Do not confuse Ethernet cables going into EthIO cards as networking cables. Ensure these cables are going into NIC cards only.

If there are no Ethernet cables going into any NIC cards in the Backup RTC, the controller will be unreachable. End of story. Ask site if there is a unused Ethernet cable in the BOSS cabinet that may not be hooked up correctly. 

If the RTC has more than one NIC card it is possible the wrong Ethernet cable is plugged into a specific NIC card. Try swapping Ethernet cables between NIC cards on the Backup RTC to test if the controller comes online - doing this while a controller is powered on will cause no damage. If site is not currently running production you can even swap Ethernet cables between the Primary and Backup NIC cards to test if the Backup comes online.

 

Fourth, verify the controller is broadcasting an IP address. This step may require escalation since there is no visibility to the Backup controller. Refrain from giving site confidential logins to the RTC.

 

Fifth, if steps 1-4 fail, engage site's IT and question them about broadcasting IP/MAC addresses of the Backup controller.


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Alternatively, Most of time this works if they login into photon session on the Backup RTC which allows it to connect to the network.

Related items

 

Internal Notes

 
This article is internal only.

Reason for confidentiality

 

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