To solve a problem we first need to know which device and which software version we are dealing with. Having the details below ready when you open a service request shortens the process.
Product label
The label is on the right side of the device, in the middle. It shows the model, supply, default IP address, Ethernet MAC address and serial number (S/N). Serial number and MAC address are different on every device.
System Summary in the web interface
The System Summary page of the web interface shows the device name, firmware version, MAC address, network settings and channel usage. A screenshot of this page is very useful in a service request.
First connection to the device
The device leaves the factory with the fixed IP address 192.168.1.160. Once your PC is on the same subnet, that address can be opened in a browser; on the same network the device can also be found as fioc-40.local or fio-40.local. The login details are delivered with the device; we recommend changing the administrator password at the first login.
If the IP address was changed and forgotten, you can connect to the device from a phone over Bluetooth to see and correct the network settings. Switching Bluetooth off after commissioning is recommended.
What to include in the request
- Serial number and MAC address
- Firmware and application version
- IP and RS-485 settings
- Settings of the channels in use
- Application backup and screenshots, if available
- When the problem started and what the LEDs show
If the administrator password is lost, the device has no factory reset; in that case, please contact our technical support team. You can open a service request with the form on the Support page.