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Error Messages

This section outlines troubleshooting tips for error messages and error codes you may encounter when using Knox E-FOTA Advanced.

General messages

The following table helps you troubleshoot these messages:

NOTE—In the table below "< example >" may contain a different value depending on the context of the error message.
Error Message Reason for error Troubleshoot
<user name> is required

A mandatory field has been left empty.

For example, the user name field is left empty when creating a user.

Enter a valid entry in the mandatory field.

<Date> is invalid

<Password> must contain...

Your entry doesn't meet the requirements for the field.

For example, a letter is entered into a field that requires a number.

Enter a valid entry in the field.
<Password> must contain <at least 8 characters>

Your entry doesn't meet the minimum requirement for the field.

For example, entering a password of 3 characters when the minimum requirement is 8.

Enter an entry in the field that meets the minimum requirements.
<Name> must be <80> characters or less

Your entry exceeds the maximum number of characters for the field.

For example, entering a name of 100 characters in a field that accepts entries of 80 characters or less.

Enter an entry that doesn't exceed the maximum characters for the field.
<Device ID> does not exist

The item you've specified doesn't exist.

For example, using the device search feature to search for a device and getting a return message that the device ID doesn't exist.

Check the item's name, version number, or ID. Try the entry again or enter a new item.
<Source version> already exists

An item with the same name, version number, or ID already exists.

For example, importing an update that's already been imported.

Check the item, verify that the item doesn't already exist. Try again or create an item with a different name, version number, or ID.

Failed to save <user>

<User> was not saved

A problem occurred when attempting to save your changes.

For example, attempting to save your changes after editing user details.

Verify you have a stable network connection. Check that your firewall isn't preventing communication with the E-FOTA Advanced server. If you're experiencing network issues, contact your network provider.

If you continue to have issues, check the status of the Knox E-FOTA Advanced server, then try again.

Start time must be earlier than the end time

The start time you've entered occurs after the specified end time.

For example, entering a campaign start time of 1400 hrs when the end time is 1300 hrs on the same day.

Enter a start time that is before the end time entered.

Start date must be earlier than the end date

The start date you've entered occurs after the end date.

For example, entering a campaign start date of Aug 12 when the specified end date is Aug 8 on the same year.

Enter a start date that is before the end date entered.

Context specific messages

When using the E-FOTA Advanced portal, you may encounter the following context specific messages:

Portal access

You may encounter the following messages when attempting to access the E-FOTA Advanced portal:

Error Message Reason for error Troubleshoot
Login failed, try again

The user name, password, or domain entered is invalid.

Verify that the user name, password, and domain entered are correct.

If you've forgotten your login credentials, contact your system administrator.

Session expired. Log in again

User session does not exist for user

The session has timed out.

After a period of inactivity, the system will automatically log out of the portal. Log in again to continue.

You do not have permission to access this page The user role or domain doesn't have access permission for the page. Contact the system administrator to inquire about permissions.
You do not have permission to perform this operation The user role or domain doesn't have permission to perform the desired operation. Contact the system administrator to inquire about permissions.
Your account is currently locked. Please contact your system administrator. The user name, password, or domain entered is invalid and the maximum limit for the entry has been reached. Contact the system administrator to unlock your account.
Setting a password will unlock the user. Continue? This is a confirmation message displayed to system administrator accounts to verify the intended action.

Read the verification message. Continue the operation if the task is as intended.

Alternatively, the account can also be unlocked without changing the password.

Domain management

You may encounter the following messages when managing domains:

Error Message Reason for error Troubleshoot
Cannot disable domain

The domain you're attempting to disable can't be disabled.

For example, you can't disable the service domain.

Certain domains are not allowed to be disabled, such as the service domain.
Cannot enable domain

The domain you're attempting to enable can't be enabled.

For example, when attempting to enable a domain that's already enabled.

The domain you're attempting to enable has already been enabled.
Cannot edit disabled domain

Domain is disabled and can't be edited.

The domain you're attempting to edit is disabled.

For example, attempting to edit the domain information of a disabled domain.

Enable the domain to be able to edit the domain information.

User management

You may encounter the following message when creating a new user:

Error Message Reason for error Troubleshoot
Passwords do not match When creating or editing a user, the password confirmation entry didn't match the password. When setting the password, verify that the entry entered to confirm the password matches the original password entry.

Campaign management

You may encounter the following messages when managing or executing campaigns:

Error Message Reason for error Troubleshoot
Cannot add two versions of the same software

You're attempting to install two versions of the same software on the same device.

Check the version currently installed on the device then try pushing a compatible software update.
At least one domain is required

A domain wasn't selected when running a campaign.

Select at least one domain for the campaign.
No devices were found

The target device group selected for the operation doesn't have devices registered to the domain.

Make sure the device group selected for the push update contains at least 1 device.

Add a device to the device group or select a device group with at least 1 device.

Start time must be <1> or more hours before end time The start time entered when creating a new campaign didn't meet the minimum required hours before end time.

Make sure the value entered for start time meets the indicated minimum hours from the end time.

When creating a new campaign, the minimum is 1 hour from the end time for Campaign Period.

Push Campaign Hours must overlap campaign period by at least <1> hours

The server-initiated campaign period doesn't overlap with the start and end times set for the campaign.

The server initiated campaign hours of operation must overlap the start and end times set for the campaign, so that there is a minimum number allocated for server-initiated messages each day.

Operation could not be completed at this time. Try again shortly. An error has occurred when executing an operation. Verify you have a stable network connection. If you continue to have issues, check the status of the Knox E-FOTA Advanced server. Wait a few minutes, then try again.
Campaign rerun failed: track does not match device model An error occurred while the campaign was being run. The device model changed after the device was added to the campaign.

View the device list to verify that the device model set when the campaign was created matches the device model currently listed.

If you continue to have issues, re-create the campaign.

Device management

You may encounter the following messages when managing devices :

Error Message Reason for error Troubleshoot
Label is already associated with this device The label you've entered has already been assigned to the device.

If the intended action was to apply the label, no further action required.

Alternatively, add additional labels to the device as needed.

Cannot edit a device associated with a running campaign The device information you're attempting to edit is associated with an active or pending campaign.

You can't edit the device information while a campaign is pending or active.

Wait for the campaign to close after completion then edit the device.

Cannot edit a device associated with an inactive domain The device information you're attempting to edit is associated with an inactive or disabled domain. Enable the domain or register the device to an active domain then try again.
File contains more than <1> devices The CSV file you're attempting to import has too many devices listed. The CSV file uploads up to 10,000 devices for bulk import. If the entries in your file exceed this size, split the device list for bulk import into multiple CSV files then try again.

Device group

You may encounter the following message when managing device groups:

Error Message Reason for error Troubleshoot
Device group already exists The device group you're attempting to create has already been created.

Check Overwrite if you want to overwrite the existing device group.

Alternatively, assign a different name for the device group.

Device group not saved An error has occurred when attempting to save the device group.

Ensure that all mandatory fields have been filled when creating a device group.

If you continue to experience issues, verify you have a stable network connection, check the status of the Knox E-FOTA Advanced server, then try again.

Device group could not be loaded An error occurred when loading the specified device group.

Go to Device Management > Devices and verify that the device group is listed under Load Device Group.

If not, create a device group.

Software management

You may encounter the following message when managing software files:

Error Message Reason for error Troubleshoot
File missing The software file specified for the push update is missing.

Ensure that the software indicated on the push update has been uploaded by going to Software ManagementSoftware.

If the file is not listed, upload the software file then try again.

Software version is inactive The software version selected when creating a campaign is inactive. Ensure that the software version selected is active.
Software version is associated with a running campaign The software version you're attempting to edit is associated with a campaign that's currently pending or active.

You can't edit the software version while a campaign is pending or active.

Wait for the campaign to close after completion then edit the device.

Server messages

You may encounter the following message in the event of a server error:

Error Message Reason for error Troubleshoot
Failed to connect to the database. See Software Management logs for more information.

The Software Management Server couldn't connect to the database.

Check the network connections and servers. Wait a few minutes, then try again.

Ensure the database credentials haven't changed.

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