VRM dashboard and remote console problems following firmware update

[JoshuaBackwell]

I have had a number of systems that won’t display properly after a firmware update on Cerbo GX devices - the current firmware is 3.66, but I have had the same problem with 3.64 and 3.65 as well. Often to the extent that the remote comms is no longer working at all and I have completely lost access or visibility of the system (these are on remote unattended sites for customers)

I have attached some example images to illustrate my issue - I’m keen to understand if anyone else is having the same problem and if there is a known solution.

I lose all the realtime detail from the VRM dashboard as well as the link to access the site via Remote Console. The only way I have been able to connect to the Cerbo is to use the ip address of the device (we use a VPN SIM service, so we’re luckily able to still connect directly, just not via VRM)

The realtime information about the site is no longer visible (this system has a smartshunt and an MPPT, but they are not showing up anymore in the realtime display)

Note that in the device list, there is no longer an option to reboot the device or update fimware

The remote console button is gone

I can access the remote console via the static IP of the SIM card

There is no obvious error showing in the VRM info

I have tried rolling back the firmware, I’ve tried normal and large firmwares, hard reboot, soft reboot, power cycle with long (15min+) off time, but nothing seems to be restoring the normal VRM behaviour.

Any help would be greatly appreciated!

**********************UPDATE********************************

I just wanted to add a quick update - Performing a factory reset following these instructions: 19. Reset to factory defaults and Venus OS reinstall

worked on a test system, but this is not a viable solution for an unmanned site as I need someone to physically insert the USB drive. Still keen to hear if anyone else has any ideas on this.

[danakil]

Hi,

Same problem here, it occured at 3:57 a.m (UTC+1).

Soft & hard reboot were unsuccessful.

I have a little overview of the state of the system but not as it used to be (cf. Attached screenshot)

[guystewart (Guy Stewart (Victron Community Manager))]

Hi @JoshuaBackwell

I had a look at the site in your screenshot and everything appears to be working correctly for me.

I see your update that you resolved it with a factory reset, but are still experiencing similar issues with other sites.

Can you please post some examples of the other VRM URLs of those sites that are still affected?

[JoshuaBackwell]

Thanks, if I post the URL, will it be visible to others? It’s a customer’s site, so I’m hesitant to post it publicly

Thanks,

Josh

[guystewart (Guy Stewart (Victron Community Manager))]

Posting just the URL is fine and safe.

But now that I’m here I’ll send you a private message.

[mpvader (Matthijs Vader)]

Hey @JoshuaBackwell,

You know it already, but as others don’t let me put a summary here:

The problem was solved - there was a server side issue that affected certain systems, especially those with a somewhat non-standard internet connection, such as GX GSM or GX LTE.

This issue is one we were working on already, and has been solved per just now.

Your system was a good one to verify that it works.

Have a good weekend!