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MindSphere Remote Services Troubleshooting

This section provides tips and tricks for guiding users towards resolution of setup of communication issues.

General information

  • MRS was designed to deliver network-to-network access to customer-owned apps, that communicate via IP-based protocols (OSI layer 3), but it does not comprise any apps using the provided access. For instance, if Remote Login protocols such as RDP or VNC are going to be used, the required client and server apps are typically provided by the Operating Systems of the Service Device (hosting the Service Endpoint) and a corresponding Device (hosting the Device Endpoint), where RDP is typically delivered with Windows®. In a similar way, the user would provide engineering tools or other apps, that want to integrate across network boundaries.
  • The download package of the Device Endpoint contains a Windows® 10 driver (installer file MRSTransparentProxy.msi) for Proxy-Unaware protocol. Thus, Remote Engineering via Proxy-Unaware protocol is only available on Windows® 10 based Service Devices.

Setup issues

  • MindSphere release notes cover MRS and inform about recommended or validated hardware and software configurations such as Operating Systems or suggested device characteristics.
  • Download of Service Endpoints and Device Endpoints is subject to export control (ECC). Please ensure, that the public IP address of a computer initiating an Endpoint download must match the contry of the user operating the download - using VPNs might have an impact here by relocating a user's IP address to another country.
  • Downloaded Service Endpoints have individual configurations, that bind them to a particular MindSphere tenant and users. Thus, they cannot be shared.
  • In order to establish tunnel-based network-to-network connectivity, there must be MRS-compliant Endpoints at either end. Please ensure, that Service Endpoints and Device Endpoints are up and running and that your network is configured appropriately enabling them to connect to MindSphere as outlined below.

Access issues

  • MRS applies Fine-Grained Access Control and enforces a MRS-specific role model as outlined in section Concepts used in MRS. Thus, certain functionalities seem to be unusable or not even visible.
  • Please ensure, that an administrator granted your user account with all necessary access rights and roles required to perform a particular operation as per your MindSphere tenant's or its owner's policies.
  • Users having multiple roles, may switch between them. Other users might have to take help from colleagues having the required grants.

Network issues

  • Please ensure that network and firewall setups do permit tunnel-based connections to MindSpere Remote Services. Further details are given in section Appendix for Experts.
  • For native Remote Login (not using a browser) and all custom connections using Remote Engineering Option it is necessary to launch the Service Endpoint before issuing any connection requests to Service Assets via the user interface. Connection Requests also demand targeted Device Endpoints to be up and running. MRS standard (supporting Remote Engineering): please match the targeted remote web server's protocol (HTTP vs. HTTPS) when using "Web Application".
  • Protocol Applications maybe bound to certain devices and users. Setup of Protocol Applications must match required grants, which are needed to access Devices at a particular site. For instance, a Protocol Appliation might have been configured for site Istanbul, but you try to use it for site Munich as well.
  • In case of Service or Device Endpoints not connecting to MindSphere starting the respective Endpoint in diagnostic mode via mrs-client –diagnose will give first indications on potential network configuration issues. After doing so please restart the client in regular mode.
  • For network communication with MindSphere Remote Services (MRS) backend, the Operating System (OS) hosting the MRS Endpoint (Service or Device Endpoint) needs to support TLS1.2. Related to that, the Operating System (OS) hosting the MRS Endpoint (Service or Device Endpoint) needs to support OpenSSL libraries since version 1.0.1 or later. The reason is, that the MRS Endpoint has a dependency on OpenSSL dynamic link libraries (DLLs). OpenSSL is a "robust, commercial-grade, full-featured toolkit for general-purpose cryptography and secure communication." (https://www.openssl.org/)
  • For proper symbolic name resolution (Domain Name Service (DNS)), please ensure that network nodes hosting MRS Endpoints (Service or Device Endpoint) are configured with appropriate name servers (DNS servers). Please check DNS server settings in Operating System (OS) settings.

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Last update: July 25, 2022