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ConnectPort X2e ZB or ConnectPort X2e for Smart Energy with older firmware appears Disconnected after a Device Cloud update

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Article Number000002120
Problem Resolution

History:

ConnectPort CP-X2e gateways with Gateway firmware version 3.0.6.x (CP-X2e SE) or 3.0.7.x  (CP-X2e ZB) and earlier have a known issue trying to re-connect to Device Cloud after a Device Cloud update or outage. This article does not apply to the XBee Gateway.


Example:  ConnectPort X2e for Smart Energy gateway with older firmware in a Disconnected state


 

Workaround:

If you have a ConnectPort X2e (ZB or SE) gateway with older firmware, chances are that it may appear as Disconnected after a Device Cloud update has been performed (or after a Device Cloud outage).  If this is the case, you'll likely need to take a few steps to get out of that situation, as detailed below:

1. Disconnect the DC/Gateway end of the power cable going to the Gateway

2.  Count to ten, then plug the DC power connector of the Gateway back in.

3. Check again to verify your Gateway is now in a Connected status on Device Cloud. 

Resolution:

1. Download a 3.2.0.x Gateway firmware version for your particular model of Gateway:

ConnectPort X2e for Smart Energy Eth/WiFi version 3.2.0.16
ConnectPort X2e for Smart Energy Cellular version 3.2.0.16

ConnectPort X2e ZB Eth/WiFi version 3.2.0.8
ConnectPort X2e ZB Cellular version 3.2.0.6
 

2. Download the latest Gateway firmware version for your particular model of Gateway:

ConnectPort X2e for Smart Energy Eth/WiFi version 3.2.3.10
ConnectPort X2e for Smart Energy Cellular version 3.2.3.10

ConnectPort X2e ZB Eth/WiFi version 3.2.2.37
ConnectPort X2e ZB Cellular version 3.2.2.37

3. Update your Gateway first to the 3.2.0.16 firmware version downloaded in step 1 (Gateway auto-reboots when firmware update is complete)

4. Update your Gateway next to the 3.2.x firmware version downloaded in step 2 (Gateway auto-reboots when firmware update is complete)
 

5a.  ConnectPort X2e for Smart Energy models only - 

ConnectPort X2e for Smart Energy gateways should also download and update to the latest SE Framework and XBee firmware from the links below (the Gateway firmware was updated in steps 1-4 above):

Updating a ConnectPort X2e for Smart Energy Gateway

ConnectPort X2e for Smart Energy Eth/WiFi Web bundle
ConnectPort X2e for Smart Energy Cellular Web bundle
 

In Closing:

This completes the Gateway update procedure.  If your Gateway is still having problems connecting to Device Cloud, please check the available Troubleshooting documentation and articles for your Gateway, and call Digi Technical Support if still having issues.

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