Automation Direct STRIDE SiteLink SE-SL3011, User Manual

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STRIDE
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SiteLink Series Industrial VPN Routers User Manual 1st Edition
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Appendix B: Troubleshooting
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VPN Connection
In Windows you can only have one active VPN connection at a time. If you get disconnected
shortly after connecting to your SiteLink router it is possible you already have a VPN connection
active.
Simplify the connection. For example, connect directly to the internet rather than connecting
through an office VPN, and connect to the internet using a Windows PC rather than a virtual
Windows machine on a Mac.
IXclient Log File
You can find the IXclient log files at %localappdata%\IXclient\logs or by right-clicking the
IXclient logo ( ) in the icon tray and selecting “Logs”. Usually, last.log is the log file that is
the most relevant. With this log file we can further investigate your issue.
I Can’t Connect to My Device(s) Behind the SiteLink Router
VPN Connection
Make sure that you are connected to the SiteLink router. As a check you can try to ping the
router’s VPN address or LAN-side IP address. If you don’t get a reply, but the website says
you’re connected, you may try to close and restart the IXclient and attempt to connect again.
Simplify the connection. Connect directly to the internet rather than connecting through an
office VPN, for example. Connect to the internet using a Windows PC rather than a virtual
Windows machine on a Mac, for example.
IP Range
Make sure that your device’s IP address is in the same range as the SiteLink router and that the
subnet mask is the same as the router, which is usually 255.255.255.0.
Default Gateway
Make sure that your device is configured with a default gateway. This setting can also just be
named “gateway” or something along the lines of “use router”. The default gateway needs to be
the set to the IP address of the SiteLink router.
Timeout Setting
Increase the timeout setting to allow sufficient time for the internet connection. For testing, set
this to the maximum timeout. If the problem is not the timeout, a maximum setting will cause
the failure response to take a very long time (over a minute).
Programming Software Does Not Allow Multiple Programming Connections
Most programming software will only allow a single user to be connected to and programming
a device at a time. Make sure no other users are programming the device.
I Don’t Know How to Configure My Device
If you don’t know how to configure your device for connection through the SiteLink VPN, you
can consult our connection examples in Chapter 3.