SOLUTIONS
BY TECHNOLOGY
BY ROLE
BY USE CASE
PRODUCTS
WHY EWON ?
SUPPORT
ABOUT US
RESOURCES
CONTACT
Description: During the Talk2M Wizard, the Ewon fails to register on the desired Talk2M account.
This could happen when the Ewon is already linked to another Talk2M account while performing the Talk2M Wizard.
Solution: Using eCatcher, delete the Ewon from the Talk2M account it is currently linked to.
You can find this Ewon via its serial number:
Re-run the Talk2M wizard afterwards to connect the Ewon to its new account.
In case you do not have access to the Talk2M account, you should reach out to your local support contact. HMS will then recontact you to proceed with the Ewon recovery process.
The Talk2m Connection Checker - a.k.a Talk2M CC - is an quick & easy way to verify if the network connection used by your computer or by the Ewon is well configured to authorize connections to remote devices.
The result page of the Talk2M CC indicates if your network is suited (or not) for the Talk2M remote access which is responsible for inter-connecting remote devices.
Important: If you use the Talk2M CC to check the Internet connection which will be used by the Ewon, then make sure to set identical Internet settings (than the ones the Ewon will be using) on your computer: same IP address, gateway, mask and DNS. Also, make sure that your computer has the Wi-Fi interface disabled if you want to test a wired network.
✓ Test succeeded If you have a green check mark next to the Local Connection and the Talk2M Connectivity, then everything is working fine and your Ewon will be able to reach our Talk2M VPN servers. No further action is required.
✗ Test failed If you have a red cross next to either the Local Connection or the Talk2M Connectivity, then the remote access trough Talk2M is currently not be possible. You will need to take actions to allow the Talk2M remote access.
If you have a red cross next to the Local Connection, then check the network cable and the Internet settings of your computer. If you use a Wi-Fi connection for the remote access, make sure the Wi-Fi interface of your computer is enabled and has the appropriate settings.
If you have a red cross next to the Talk2M Connectivity, then you need to contact the IT department who manages your Internet connection and ask them to allow outgoing connections (outbounds) to the Talk2M servers:
The document KB-0209-00: Addresses and ports used by Talk2M offers an in-depth explanation of the requirements for Talk2M connectivity.
Description: When I try to connect to my Ewon in eCatcher, the error Cannot connect to Talk2MServer:> FATAL:NETSH: command failed is thrown and prevents me from connecting to my Ewon.
Solution: To allow (VPN) remote access, eCatcher needs to set an additional IP address on your computer.
By default, eCatcher uses the netsh Windows command to set the IP address and netmask of the TAP-Win32 interface.
Sometimes, it can happen that the netsh command fails. In this case, you need to use the DHCP method.
If you encounter this error message on your computer, make sure you run (at least) eCatcher v6.5.
Then, set the VPN driver mode to use DHCP instead of netsh in your eCatcher. To do so, please refer to eCatcher online help.
When your eCatcher is set to use DHCP mode, try reconnecting to your Ewon.
Description: VPN certificates are a security best practice within our industry and they always come with a pre-defined expiration date.
The Talk2M Root Certificate Authority, which administers VPN certificates, was updated in January 2017 and has since been providing updated certificates to newly registered devices.
In May 2018, we also added a feature in Talk2M to automatically update device VPN certificates.
However, there are Cosy, Flexy, and CD products registered prior to January 2017 which have not connected to Talk2M between May 2018 and end of year 2018. These devices retain an older certificate. This older certificate expired in December 31st, 2018.
How can I know if my device is concerned?
The latest version of eCatcher displays which devices need their certificates updated. These devices are marked with a blue info icon .
When you hover the blue info icon, the following message pop-ups: "Certificate update required". By clicking the "Properties" button of the related Ewon, eCatcher provides more explanation.
Solution: If your Ewon is marked as requiring a CA update, you need to establish a local connection with this Ewon device, connect the WAN port to the Internet, and re-run the Talk2M wizard. This ensures your Ewon receives a new VPN certificate.
To accomplish this, follow these two steps:
Step 1: In eCatcher, retrieve the Activation Key from your Talk2M account. Step 2: Connect locally to the Ewon and run the Talk2M wizard again.
There is also another way which implies the use of the SD card as easy commissioning. This method requires your Ewon to be running the firmware v11 or higher. More information is available in the KB-0288-00: Updating Talk2M VPN CA via SD Card.
What if I don’t use the flagged Ewon product anymore?
If the blue info icon is flagging an Ewon product that is no longer in use, you can simply delete the Ewon from your Talk2M account. You can learn more from our eCatcher online help.
Description: Your Ewon gateway throws an error when running the Talk2M VPN wizard.
Solution: This error appears when the Ewon gateway doesn't have an Internet access or is forbidden access to our Talk2M server.
To fix this error:
If you can't find your error code, please contact your local support center which will bring all the help you need to solve your case.
It seems like this page is out of context (no product is linked to it).
No worries though! You simply need to select your Ewon device in the list below: