Controller Pairing Troubleshooting

Protege X Cloud Service

Protege X operation and the pairing process requires connection to the Protege X Cloud Service. To assist in troubleshooting you can check your connection and the current status of the cloud service here.

Controller Pairing Status

Many factors can affect the controller pairing process. The controller's web interface provides a range of status indicators to help identify the current status and potential cause of any pairing issues.

Log in to the controller's web interface and navigate to System | Settings | General to view the current status.

Paired

  • Description: Successfully connected to the Protege X pairing and configuration service and received a paired status response (201).
  • Action: No action required. Controller should be paired and operational.

Unpaired - Pairing in progress

  • Description: Successfully connected to the Protege X pairing and configuration service and received a status (202) which means that the controller is busy pairing and the operator needs to confirm pairing.
  • Action: The operator needs to click the Confirm Pairing option in the Protege X user interface to complete the pairing process.

Unpaired - Need to pair

  • Description: Successfully connected to the Protege X pairing and configuration service and received a status (401) which means that the controller has not been paired.
  • Action: Pair the controller in the Protege X user interface.

Unpaired - Device not registered

  • Description: Successfully connected to the Protege X pairing and configuration service and received a status (404) which means that the controller was not found in the database of known controllers.
  • Action: Contact ICT Technical Support.

Unpaired - Device error

  • Description: Successfully connected to the Protege X pairing and configuration service and received a status (400) which means that the controller does not match the entry in the database (thumbprint has changed).
  • Action: Contact ICT Technical Support.

Unpaired - Service error

  • Description: Successfully connected to the Protege X pairing and configuration service and received a status (500) which means that there was an error in the Protege X server side (for example, the device certificate has expired).
  • Action: Contact ICT Technical Support.

Unpaired - Service response unknown

  • Description: Successfully connected to the Protege X pairing and configuration service and received a pairing status which is not listed in the firmware.
  • Action: Contact ICT Technical Support.

Unpaired - Host validation failed

  • Description: The Protege X pairing and configuration service host validation failed (invalid thumbprint) or IoT Hub host validation failed (invalid thumbprint).
  • Action: Upgrade the controller's firmware. If that fails, contact ICT Technical Support.

Unpaired - DNS error

  • Description: Could not resolve the Protege X DNS name.
  • Action: Check the DNS server and network settings.

Unpaired - No internet access

  • Description: Failed to make an outbound connection.
  • Action: Check that the controller has a valid internet connection. If that fails, contact ICT Technical Support.

Unpaired - Not checked

  • Description: The pairing process has not started to check or is disabled.
  • Action: Wait for a few minutes. If no change, upgrade the controller's firmware. If that fails, contact ICT Technical Support

Pairing status error