Troubleshooting

Troubleshooting

Use our Troubleshooting Guide as a resource to quickly locate solutions to common questions. If you are still having trouble, contact our tech support team by clicking here.

To access the DCIM Troubleshooting Guide, request or access your account here

My device is not communicating, how do I resolve this?

  1. Confirm Network Settings
    1. Confirm you are trying to reach the unit at the correct network settings (i.e. you are using the correct IP address).
    2. If you have confirmed the network settings, you can now communicate to the unit, or the issue is resolved, troubleshooting is complete.
    3. If you have confirmed the network settings but you cannot communicate to the unit or the issue is not resolved, see the next step (Perform a Remote Reboot of the Unit).
  2. Perform a Remote Reboot of the Unit
    1. For WD15/100 monitoring devices and R-Series v4 or Upgradeable rack PDUs: in the web interface of the device, navigate to System  Utilities.  Click on the “reboot” button.
    2. For WD1000 Series monitoring devices: in the web interface of the device, navigate to Config  Admin.  Click on the “reboot” button.
    3. If the unit is remotely accessible and the issue is resolved, troubleshooting is complete.
    4. If the unit is not remotely accessible or the remote reboot does not resolve the issue, see the next step (Perform a Power Cycle).
  3. Perform a Power Cycle
    1. Unplug/remove power to the unit.
    2. Wait 30 seconds.
    3. Replace power to the unit.
    4. Wait up to 10 minutes. Attempt to access the unit over the network and see if the issue is resolved.
    5. If the unit is remotely accessible and the issue is resolved, troubleshooting is complete.
    6. If the unit is not remotely accessible or the remote reboot does not resolve the issue, see the next step (Reset to Factory Default and Re-Setup).
  4. Reset to Factory Default and Re-Setup
    1. Using a paperclip or other narrow prong, press and hold down the reset button under the Ethernet port until the red idle and activity lights turn solid red (approximately 20 seconds).  This will also reset the network settings.
    2. Access the unit using the default IP address of 192.168.123.123.  Re-setup the network settings to the proper settings.
    3. If the unit is remotely accessible and the issue is resolved, troubleshooting is complete.
    4. If the unit is not remotely accessible or the factory default reset does not resolve the issue, see the next step (Upgrade to the Latest Firmware).
  5. Upgrade to the Latest Firmware
    1. Download the “Geist ASU” software and the current firmware for your product at http://www.geistglobal.com/support/firmware.
    2. Unzip the “Geist ASU” program to the directory of your choice.
      • Note: This software does not get installed.  It runs as a stand-alone instance.
    3. Place the still-zipped firmware file in the ASU directory so that the “GeistASU.exe” file and the still-zipped firmware file are next to each other.
    4. Open/run the “GeistASU.exe” program.
    5. Click “Add IPs”.
    6. Under the “Add a single IP address” box, enter the IP address of your device.
    7. In the “Username” field, enter the administrative username of your device (there is no default, upon the first time accessing the unit, this is prompted to be set by the user).
    8. In the “Password” field, enter the administrative password of your device (there is no default, upon the first time accessing the unit, this is prompted to be set by the user).
      • In the “HTTP Port” field, enter the HTTP port, if changed from the default of 80.
        Please note, firmware can only be uploaded via HTTP.  If HTTP is not enabled and only HTTPS is used, then firmware cannot be uploaded.
    9. Click “Add IP”.
    10. Click “Start”.
    11. The device will be checked and the proper firmware file will be detected.  The firmware will then begin to load.  The device will be restarted when this is complete.  The ASU will then attempt to confirm the new, correct firmware is loaded.
    12. If the unit is remotely accessible and the issue is resolved, troubleshooting is complete.
      If the unit is not remotely accessible or the firmware update does not resolve the issue, contact Geist Technical Support at (877)449-4150 or support@geistglobal.com

My device is not sending emails; how do I resolve this?

  1. Check and confirm email settings
    1. For WD15/100 monitoring devices or R-Series v4 rack PDUs: in the web interface of the device, navigate to System Email.
    2. For WD1000 Series monitoring devices: in the web interface of the device, navigate to Config  Monitoring.
    3. If settings are correct, but email has not been sending, see the next step ((If Using SSL/TLS) Upgrade to the Latest Firmware).
    4. If settings are incorrect, correct these settings, skip to step 3 (Send Test).
  2. (If Using SSL/TLS) Upgrade to the Latest Firmware
    1. Download the “Geist ASU” software and the current firmware for your product here.
    2. Unzip the “Geist ASU” program to the directory of your choice.
      • Note: This software does not get installed. It runs as a stand-alone instance.
    3. Place the still-zipped firmware file in the ASU directory so that the “GeistASU.exe” file and the still-zipped firmware file are next to each other.
    4. Open/run the “GeistASU.exe” program.
    5. Click “Add IPs”.
    6. Under the “Add a single IP address” box, enter the IP address of your device.
    7. In the “Username” field, enter the administrative username of your device (there is no default, upon the first time accessing the unit, this is prompted to be set by the user).
    8. In the “Password” field, enter the administrative password of your device (there is no default, upon the first time accessing the unit, this is prompted to be set by the user).
    9. In the “HTTP Port” field, enter the HTTP port, if changed from the default of 80.
      • Note: Firmware can only be uploaded via HTTP. If HTTP is not enabled and only HTTPS is used, then firmware cannot be uploaded.
    10. Click “Add IP”.
    11. Click “Start”.
    12. The device will be checked and the proper firmware file will be detected. The firmware will then begin to load. The device will be restarted when this is complete. The ASU will then attempt to confirm the new, correct firmware is loaded.
    13. Once firmware is updated, see step the next step (Send Test).
  3. Send Test
    • Watchdog 15/100 monitoring devices or R-Series v4 rack PDUs
      1. In the web interface of the device, navigate to System  Email.  Next to a target email address, click the “Send Test” button to the left of a desired email address to send a test email to.  Check for any error messages in the pop up.
      2. If the message “Email Error: could not resolve server” appears, this means that the DNS server is incorrect or unreachable.
        • In the web interface of the device, navigate to System  Network.
        • Verify and/or correct the DNS server address(es).
        • Re-test
      3. If the message “Email Error: connection failed” appears, this means that the device could resolve the server, but could not connect to or get a response from the email server.
        • Verify and/or correct the email settings.
        • Re-test
      4. If the message “Send timeout” appears, this means that the device could not reach the mail server or the mail server is not responding.
        • Verify and/or correct that the mail server settings are correct.
        • Verify that the physical network port that the device is connected to has access to the mail server’s address.
        • Re-test
      5. If the message “530 Authentication Failed” appears, this means that your credentials are incorrect.
        • Verify and/or correct your username and password.
        • Re-test
      6. If the message “553 Relay Prohibited” appears, this means that the email server is not configured to allow relayed emails from this device.
        • Contact the email server administrator and notify them of this issue. Request that this device be allowed to relay emails through the email server.
        • Re-test
      7. If the message “Success” appears, then the email server has accepted the email.
        • If you do not receive the test email, check any spam filters to see if the message was blocked from delivery.  Otherwise, consult the email server administrator for further troubleshooting.
        • If you receive the test email, then the issue is resolved and troubleshooting is complete.
    • Watchdog 1000 Series monitoring devices
      1. In the web interface of the device, turn on mail logging by navigating to Config  Event Log.  Check all the boxes in the “email” line under the “Memory Syslog” box.  Click “Save Change”.
      2. Navigate to Config  Monitoring and click on the “Send Test-Email” button.
      3. Navigate back to the Config  Event Log page.
      4. Check the “Memory Syslog” window messages.
      5. If the message “Could not connect to SMTP address” appears, this means that the device could not resolve, reach, or get a response from the email server.
        • Verify and/or correct that the mail server settings are correct.
        • Verify that the physical network port that the device is connected to has access to the mail server’s address.
        • Re-test
      6. If the message “can’t get IP address” appears, this means that the device could not resolve the email server.
        • Verify and/or correct that the mail server settings are correct.
        • Verify that the physical network port that the device is connected to has access to the mail server’s address.
        • Re-test
      7. If the message “server error code 535” appears, this means that the username or password is incorrect.
        • Verify and/or correct that the username and password are correct.
        • Re-test

How do I reset the IP address of my device?

Check the firmware version and reference the list below for alll R-Series PDUs and Watchdog devices.

  • v2.xx - The default IP of 192.168.123.123 is always available. You will need to connect to the unit via a crossover cable and perform the steps for an initial setup. Once connected to the unit, you can go to the configuration page to view or change the current IP settings.
  • v3.xx and v4.xx - Reset all settings by holding down the reset button under the Ethernet port until the red idle and activity lights turn solid red (approximately 20 seconds). This will also reset the username and password settings.

I configured the IP address on my new device, saved the changes, and am now unable to access the device, what happened?

This is normal operation. When setting up a unit for the first time, you are on the default IP address of 192.168.123.123.  When you change this IP, the 192.168.123.123 address is no longer valid and the device and the computer connected to it are no longer on the same network. 

To communicate with the unit, you will need to reconfigure the computer to be on the same IP subnet as the device or connect it to the network and access it from a network connected computer.

I forgot my password, how can I access my device?

  • v2.xx  - Use the username of "reset" and the password of "powerupXXXX" where XXXX is the last four digits of the serial number to access the unit and change the login information.
  • v3.xx and v4.xx - Reset the login credentials by holding down the reset button under the Ethernet port until the red idle and activity lights turn solid red (approximately 20 seconds).  This will also reset the network settings.

Why is my alarm showing tripped event though the actual value is below the threshold?

Each alarm has a one unit hysteresis built-in to help limit nuisance alarms. This means that a value must change by one unit before the alarm will clear.

One of my sensors is showing unplugged, how do I fix this?

Verify Connection
Check the unit and verify that the sensor is properly connected by physically unplugging the sensor and re-connecting.

Re-Connect Sensor

  1. Disconnect the sensor.
  2. Go into the "Display" page.
  3. Check the box labeled "Remove all unplugged devices", and click "Save Changes".
  4. Wait about 5 minutes, then re-connect the sensor.

Re-Connect All Sensors (if multiple)
Occasionally, a bad sensor will cause other sensors to show as unavailable or unplugged. To determine which sensor is the problem:

  1. Disconnect all sensors.
  2. Go to the "Display" page.
  3. Check the box labeled "Remove all unplugged devices", and click "Save Changes".
  4. Wait about 5 minutes, then re-connect one sensor.
  5. Repeat previous step until a sensor is discovered that is unavailable/unplugged.

Replace Sensor
If all steps have been attempted and the sensor still shows as "unplugged", then the sensor may need to be replaced. Contact Geist Technical Support at (877)449-4150 or support@geistglobal.com

Why is the graph on my device blank?

There are two possible issues.

  1. The time is not set. Go to the Config -> Admin page and set the time.
  2. The log file is corrupted. Go to the Logging page, scroll to the bottom, and check the Reset Logs box. Click "Save Changes". This will take 10-15 minutes for graphing to show properly.

What are the file requirements for uploading my own SSL certificate and key?

v3.xx Requirements

  • The certificate and key must be in DER format.
  • The key cannot be more than 1024-bit.
  • Not applicable for WD15/100 monitoring devices or for Geist Upgradeable rack PDUs.

v4.xx Requirements
Certificate must be in either PEM or PFX (PKCS12) format

  • PEM Format
    • The public certificate and private key must reside in the same file
    • The certificate must follow standard x.509
    • The private key must be generated with the RSA algorithm and in PEM format
    • The PEM RSA private key may be password secured.
  • PFX Format
    • Support is also available for the PKCS12 standard (.pfx) which is a binary encrypted combination of a PEM public certificate and its PEM private key.
    • When generating a PFX certificate you will be prompted for an optional password.
    • Note: If the certificate is password protected, you will need to enter that password into the GUI to upload the certificate successfully. The certificate and key must be in DER format.

Why does the display on my unit say "None Selected"?

Watchdog Monitoring Devices and v3.xx R-Series Rack PDUs

  1. Open the web interface of the device.
  2. Click on the "Logging" tab to open the logging page.
  3. Click the box under LCD for each parameter that you want displayed.
  4. Press the "Save Changes" button at the bottom of the screen.
  5. After the above steps have been performed, the readings will begin to scroll across the screen

Watchdog Monitoring Devices and v4.xx R-Series Rack PDUs

  1. Open the web interface of the device.
  2. Go into the "System" menu and click "LCD Display".
  3. Click on the "+" in the black bar under "LCD Display Config" header.
  4. Select name and measurement that you would like to see on LCD and click "Save".
  5. After the above steps have been performed, the readings will begin to scroll across the screen.