Troubleshooting

Follow these instructions to troubleshoot problems with TR-069 (ACS):

Can't connect device to ACS

  1. Make sure that device is accessible from Splynx server. Use tools like ping or traceroute to doublecheck;

  2. Pay attention to the IP restrictions. The requests can be sent only from IPs/networks allowed in this list:

    ip_restriction

  3. Make sure that CWMP URL, username and password that were configured under TR-069 client on a device are correct and ports 7547, 7567 are opened;

  4. Try to disable firewall on a device to ensure that it's not a firewall issue;

  5. In case of using HTTPS - try to disable option SSL enabled by default, and use CWMP URL like http://splynxserver.com:7547/ instead of https at the beginning.

  6. Restart GenieACS services using this command - sudo service genieacs* restart


Device is registered in Splynx but no connection established

  1. Make sure that device is accessible from Splynx server. Use tools like ping or traceroute to doublecheck;

  2. Pay attention to the IP restrictions. The requests can be sent only from IPs/networks allowed in this list:

    ip_restriction

  3. Refresh device using this option and wait for the result:

    refresh_Device

  4. Pay attention to sections Tasks and Faults. Try to remove all tasks and all faults using remove button:

    troubleshoot_faults

  5. Disable TR-069 client on a device, remove device from Splynx and enable TR-069 client to re-add device in Splynx.


Debug GenieACS services

To enable logs:

sudo nano /var/www/splynx/system/genieacs/genieacs.env

And insert these lines below of the existed ones:

GENIEACS_CWMP_LOG_FILE=/var/www/splynx/logs/genieacs/cwmp.log
GENIEACS_FS_LOG_FILE=/var/www/splynx/logs/genieacs/fs.log
GENIEACS_UI_LOG_FILE/var/www/splynx/logs/genieacs/ui.log
GENIEACS_DEBUG_FILE=/var/www/splynx/logs/genieacs/genieacs-debug.yaml
GENIEACS_DEBUG=true

And restart ACS services:

php /var/www/splynx/system/script/dev acs-restart

The logs can be found in:

/var/www/splynx/logs/genieacs

/var/www/splynx/logs/nginx


To reduce the timeout of device status after update/upgrade

Splynx uses the default timeout 30m to check if the version on the device is up to date after the update/upgrade process has been performed. .

To reduce this time out, open your splynx database in Adminer, find the table acs_upgrade_records, press edit on your device record and in the last_try_datetime field change the time value back to one hour. For example: the current value is - 2021-09-03 15:50:24, it should be changed to 2021-09-03 14:50:24

Then press Save button. And run the following command in Terminal:

php system/script/cron five-minutely

Double check the device status in Networking → TR-069 (ACS) → Upgrade → View ACS upgrade batch, the table Devices for upgrade.


Install GenieACS manually

NOTE: Make sure you’re using Node.js v12 or higher on your server:

node --version

To install Node.js v12 use the following commands in Terminal:

sudo apt update && sudo apt -y upgrade
sudo apt -y install curl dirmngr apt-transport-https lsb-release ca-certificates
curl -sL https://deb.nodesource.com/setup_12.x | sudo -E bash -
sudo apt -y install nodejs

To install GenieACS use the next commands:

sudo su
curl -s https://splynx.com/splynx.gpg.key | apt-key add -
echo 'deb https://deb.splynx.com/ splynx splynx3_1' > /etc/apt/sources.list.d/splynx_3_1.list
apt update
apt install splynx-genieacs
cd /var/www/splynx/system/nodejs/
npm i

If the error occurs, it's required to install mongodb-server manually and try to install splynx-genieacs again.

After that, add these lines to /etc/sudoers.d/splynx file (after OpenVPN tools block)

sudo nano /etc/sudoers.d/splynx
# Splynx ACS tools
splynx ALL=(ALL)     NOPASSWD: SETENV: /var/www/splynx/system/script/tools acs *

and save changes.

Restart services:

sudo service splynx_transport restart && sudo service splynx_node restart