Troubleshooting the IBC V10 portal

When registering a boiler from the touchscreen controller, if the boiler's MAC address does not display on the Boiler page, check the controller's Network Settings page (Standby>Installer Settings>System Settings) for the current registration state. A boiler takes approximately 15 minutes to appear in the IBC portal's Homepage Boiler list.

If the Internet Protocol button (Standby>Installer Settings>System Settings>Network Settings) displays the text "Unregister", the boiler is registered (connected) in the IBC portal.

If, after pressing the "Register" button, the Internet Protocol button displays "Fault", try the following:

1. Press the Internet Protocol Fault button and select Ok to unregister the boiler. Restart the boiler and restart the registration process if the button says register.
2. If the "Fault" has not cleared, there is likely an Internet connection problem.
   1. Power off the modem/router, and power off the boiler, and then wait at least 1 minute.
   2. Power on the modem, and wait a few minutes for lights to stabilize (green lights).
   3. Power on the router, and wait a few minutes for lights to stabilize (green lights).
   4. Power on the boiler. If the Internet Protocol button says "Register", restart the registration process.
3. If the Internet Protocol button is still in a Fault state, and the Network Information page does not show a valid IP address, the controller is not communicating with the DNS server and you will need to contact the Internet Service Provider to investigate.

Once pressed, if the text "Register" does not change to "Unregister" (indicating registration in the IBC portal) after 15 minutes, exit the page, and then re-enter the Network Settings page to see if the Internet Portal area updates. If the Internet Portal area does not update to show "Unregister", restart the IBC controller, and retry registering.

If Provider users cannot see a boiler in the Boiler list after setup, it usually means that the boiler was not assigned a provider. Check that the user role (creating the installer key) has both a Provider and Boiler Group assigned to ensure that the registered boiler is assigned a Provider.

If access is too limited, contact your support technician about granting you a higher access level (role).

It could be the internet connection.

If the controller Internet Portal field is showing "Fault" and this is not clearing, it is likely to be an Internet connection problem. Go to User Settings, and check the system date and time.

Does a valid IP address show on the Controller’s Network Settings screen?

It should not be set to 1.0.0.0. This means that the controller is not communicating with the DNS server. Contact the service provider to get this rectified so that connection to the DHCP server is made.

Has DHCP been configured on the Network settings screen?

To restore a valid IP address in the Network Information screen:

1. Turn off the modem and router.

2. Turn off the boiler.

   Wait at least 1 minute.

3. Turn on the modem.
4. Wait a few minutes for all lights to stabilize (green lights).
5. Turn on the router.
6. Wait a few minutes for all lights to stabilize (green lights).
7. Turn on the boiler.
8. Check the cable.
9. Check the Ethernet port. If it's a problem switch to another port on the router/modem.

No network connection even though the boiler is set up to use DHCP, and the IP information looks correct.

Which software version is the boiler using? The boiler should be using software V1.10.1 or older.

If you have updated the boiler controller with the latest software, try the following:

With the network cable connected, restart the boiler. If using DHCP, verify that the IP address has remained the same.

From a computer on the same network segment (router and/or switch), open a command prompt, and try a "ping" test to see if there is a response by "pinging" the IP address of the boiler, for example, 192.168.0.52.

Do this with the network cable connected, and then again with the cable disconnected.

It should respond when the cable is connected, and not respond when disconnected. If there is a response with the network cable disconnected, this means that another device on the network is using that same IP address. The DHCP server has a problem in this case, and you may need to assign a static IP address to the boiler. If there is no response with the network cable connected, it is likely that the cable is faulty.

If responding correctly to pings, try:

1. Opening the controller’s local web page by opening the browser on the computer, and in the address bar entering: http://192.168.0.52.
2. Wait until "FAULT" for the portal status comes up, and then "Unregister". Wait 10 minutes, and then try registering again.
3. Go to the controller's Network Settings, and check Net Mask is configured to 255.255.255.0. Also, ensure that the DNS server is configured with the same values as the ‘Gateway’ IP.

After the "Register' button is pressed, if the message 'Connection Refused by Portal Server or timed out' is displayed on the Network Settings, the service provider needs to be contacted about the settings or connection.

Some firewalls are preventing boilers communicating with the V10 portal. A single port needs to be open for the boilers to communicate with the portal. Use any of the following to establish a connection: 9000, 8181, 8000, 8080, 8888, or 81. To connect to the dev client, open a second port using either 9001 or 9002.

You will need to set up a static IP address (contact service provider) to allow the outgoing connection and for the firewall to allow the outgoing connection. The DNS server is within the firewall.

Firewalls typically allow the use of dynamic IP addresses for devices connecting to the internet. However, in some cases such as school boards, firewalls may require the use of static IP addresses (request from your Internet Service Provider [ISP]). A static IP address means that the boiler will use the same IP address for each request for communication (sending and receiving data).

Consider whether the static address needs to be assigned to a:

• Modem (modem's MAC address is likely located on a sticker on the back).
• Networking device such as a router or switch (device's MAC address is likely located on a sticker on the back)

As per the ISP's instructions, check if you may need to reset a device following the assignment of a static IP address.