Tutorial: Troubleshooting with Syslog

Being a network-device, Querx depends on a correct network-configuration for much of its functionality. We have simplified the integration of Querx into networks as far as possible by supporting mDNS and DCHP. Should the device still not work as expected, it will usually suffice to consider the following hints:

  • A static IP-address is always preferable to a dynamic IP allocated via DHCP.
  • A default gateway needs to be configured, if the device is to be connected to the internet.
  • A valid nameserver needs to be set up, in order to use services such as cloud-connectivity, sending emails or setting the device’s internal clock automatically.

If the problem persists, it will be necessary to determine its cause. Querx can help you narrow down the issue: If you have configured a Syslog-server in the network settings, system messages are sent to the specified address.

Since the release of version 2.0, the application Device Discoverer includes a simple Syslog server which can receive such system messages from Querx. The Device Discoverer is available for download from the support page for your product.

Step 1:
Determining your IP-address

In order to set up the Device Discoverer’s Syslog server, you need to know your computer’s IP-address.

1. Open the Windows start menu.

2. Enter the command cmd into the command line and hit enter.

1. Type the command ipconfig into the black window that has opened and confirm by hitting enter.

2. Look for the IPv4-address of the network-adapter via which your PC is connected to Querx in the returned list. Write this address down - it will be needed in the next step.

Step 2:
Activating Querx Syslog output

Open the Querx configuration area.

1. Open the page Interfaces / Syslog.

2. Enter the IP-address you determined in the previous step into the field Syslog server.

3. Click Save. Rebooting the device is not required.

Step 3:
Gathering system messages

Start the application Device Discoverer.

Select the entry Syslog from the menu View.

Cause system messages. If you are experiencing problems with the transmission of emails, use the Test feature for email-servers and email-recipients. System messages can also be caused by provoking alerts by adjusting the alert thresholds.

Let the application run for half an hour without changing any settings on the device. Any error messages will be collected in the Syslog window.

Step 4:
Evaluating error messages

Each line in the Syslog window corresponds to one message. Apart from general status messages such as Configuration (xxxx.xx) saved, Querx can send error messages referring to faulty configurations or other problems.

In this example, the message Tutorial SMTP 535.5.7.8 Error: authentication failed: refers to a problem with the email server’s configuration, as the email user could not be logged into the SMTP server.

Step 5:
Sending Syslog messages via email

If you can not figure out the cause of the problem you are experiencing, we will gladly assist you. You can help us with this by sending us the Syslog messages gathered in the Syslog window.

Hit CTRL+A in the Syslog window to select all entries.
Copy the selected messages to the cache by hitting CTRL+C.
Paste the data into a text file by hitting CTRL+V. Send this file to: support@egnite.de

Error messages

Error messageExplanationSolution
[System name] SMTP authentication for [login] failedThe user could not be logged into the SMTP server.Check the login data for your mail server.
[System name] Connecting SMTP failedQuerx was not able to connect to the mail server.Check your default gateway and DNS servers.
[System name] Error connecting [cloud provider]The cloud provider could not be reached.Check your default gateway and DNS servers.
[System name] Error: Firmware upgrade failedAn error occurred while upgrading the firmware.Make sure that you downloaded the correct firmware.
[System name] Low memory [number] bytesThe device's system memory is running low.Check that you have not opened the web interface in too many browser tabs.
[System name] Failed to send SNMP trapAn SNMP trap failed to send.Check your SNMP manager and the network configuration.
[System name] Failed to create SNMP sessionQuerx was not able to connect to the SNMP manager.Check your SNMP manager and the network configuration.
[System name] DNS query for [address] failedThe name server could not be accessed.Check your default gateway and your DNS servers.
[System name] Failed to send emailAn email could not be sent.Look for further error messages to narrow down the problem.
[System name] Failed to query time server [address]Querx could not connect to the NTP time server.Check default gateway, name servers and NTP server.