Some Airtame users have trouble getting their devices to show up inside the cloud platform. therefore, we have created this guide to help you figure out why your devices my not be showing up.
Time issues (NTP)
Airtame and the cloud platform rely on time stamps provided by NTP Servers. The Airtame creates a secure HTTPS connection to our cloud portal, which requires that the certificate of the Cloud can be verified. If the time is incorrect on the device, this certificate seems invalid, which causes the connection to be aborted.
- NTP traffic is blocked
- NTP is not enabled on the firewall responsible for the Airtames
- The NTP server is located on another part of the network which is not accessible across VLANs
- The DNS does not correctly reflect NTP routing
1- Whitelist or allow access to our default NTP servers to be able to send and receive UDP packets on port 123:
0.fedora.pool.ntp.org , 1.fedora.pool.ntp.org , 2.fedora.pool.ntp.org , 3.fedora.pool.ntp.org
2- Configure your DHCP server to give out a custom NTP server. If you have policies in place which are blocking access to external NTP servers and use your own internal NTP server, it's possible to set it by configuring your DHCP server to also provide that information when clients acquire an IP address. This way, when Airtame connects to the network and gets an IP, it will know that it should use your NTP server.
In order to set it up, you'll need to configure option 42 (NTP) in your DHCP server, with the IP or DNS of your local NTP server.
3- Ensure your Firewall is not blocking NTP traffic.
Some of our users have a country restriction on their network. this means that they cannot access websites from outside of their country.
Airtame.cloud is hosted on Amazon Web Service's servers, specifically Germany. This means that you will need to find a way of Whitelisting airtame.cloud or hosting a VPN to an outside location.