Troubleshooting

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

Can't connect device to ACS
  1. Make sure that the 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 the 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

GenieACS password reset

If the password for an admin account has been changed and you cannot recall it, you can add a new user account to the GenieACS server to be able to log in.

Just follow with this step-by-step instructions:

  1. To log in to MongoDB, please run the next command on your server CLI:
mongo
  1. To connect to the ACS users database, run the following:
use genieacs
  1. To check all rows in users tables, use the next command:
db.users.find()
  1. To add a new user account to database, please copy and run:

db.users.insert({ "_id" : "new", "roles" : "admin", "password" : "86aebaa124d7ad917ac9bb8d8aedada1a065c045b02a99c873fe2028c6814421002b2c759d47f4501acc3759746bdca77693de63f4579351394f3ca892b6b7c41ee14894a57f30208946a09382504f6397be43724a5233cd666026e1a3a2f0736f3aceb2b2b9728e52aa6b5d9e636a025ea55bcd092bcc32194c94f799fa4ad9", "salt" : "45280c26e6a8fbabefa35d6fbee9da0c37189193aff2ea1d9d0bcb341244d2c8ccccbeef595fcb0a8f49e9c0030bd3fb834876a66f750ba68a3befc6922c9b11" })

Then, type exit to log out of the database:

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A new user account will be added on the GenieACS server:

image

  1. Navigate to Config → Networking → TR-069 (ACS) and click on the link next to the UI section - https://splynx_url:3000/. Use the credentials from the UI section to connect to ACS server:

image

If you forget your UI Password, use the Adminer tool to check the ui_password value in splynx database. Also, you can just type a new UI Password on Config → Networking → TR-069 (ACS) page.

image

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  1. Use your new credentials to log in to GenieACS server:
  • username: new
  • password: admin

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On the GenieACS page, navigate to Users section to change the password for your current user:

image