If you are having difficulties accessing or deploying an Enterprise Monitoring Point (EMP) and the typical troubleshooting techniques (for example, retrying the failed procedure, restarting, or powering off then on) have been unsuccessful, there are a few additional things to try, each with an increased level of severity.

  1. Re-run EMP setup - The EMP setup procedure updates the network and APM access configurations but does not affect the monitoring point software.
  2. Reflash - A reflash re-installs the latest software but does not affect network and APM access configurations. This process is typically done at the request of AppNeta Support.
  3. Hard reset - A hard reset returns the monitoring point to the software version and network and APM access configurations it was shipped with. It is typically only required in the rare case when the monitoring point cannot be accessed via the network and is unresponsive to a reflash. This process is typically done at the request of AppNeta Support.

The effects of these procedures are summarized in the following table:

Procedure Software change? Network config change? APM access config change?
EMP setup N Y (provides network access) Y (provides APM access)
Reflash Y (latest) N N
Hard reset Y (factory) Y (factory) Y (factory)(no APM access)

Reflash

Reflashing a monitoring point installs the latest software. This is the same as a software upgrade except that it is done using a USB stick rather than being done remotely. The procedure you use depends on the monitoring point model.

To reflash an m20, m22, m30, r40, or r400 monitoring point:

  1. Download the System Image for your monitoring point from here.
  2. Extract the contents to the root of an empty, FAT32-formatted USB stick.
  3. Edit the autorun.sh file with a text editor.
  4. Remove the “#” from the beginning of the RESTORE_SETTINGS="yes" line.
    • This preserves the network and APM access configuration. You can leave it commented if you do not want the configurations preserved (for example, after a hard reset).
  5. Save the file.
  6. Make sure the monitoring point is powered on and ready to accept a USB stick.
  7. Insert the USB stick into the device.
  8. The device indicates that the USB stick is inserted.
  9. Wait until the device indicates that it is ready and the USB stick can be removed. This should be less than 15 minutes.

To reflash an m25, m35, or r45 monitoring point:

  1. Download the System Image for your monitoring point from here.
  2. Extract the contents to the root of an empty, FAT32-formatted USB stick.
  3. If you want to preserve the configurations on the monitoring point:
    1. Edit the usb-config.yaml file with a text editor.
    2. Set the “reset:” line to reset: false.
      • This preserves the network and APM access configuration. You should leave it as reset: true if you want the configurations reset (for example, after a hard reset).
    3. Save the file.
  4. Make sure the monitoring point is powered on and ready to accept a USB stick.
  5. Insert the USB stick into the device.
  6. The device indicates that the USB stick is inserted.
  7. Wait until the device indicates that it is ready and the USB stick can be removed. This should be less than 15 minutes.

Hard reset

The hard reset reverts the monitoring point to the factory-installed software version and original configurations. Once a hard reset is performed, you will have to reflash it so that it is running the latest software and then re-run the EMP setup procedure in order for it to connect back to APM.

The hard reset procedure you use depends on the monitoring point model:

Device Hard reset procedure
m22 Press and hold the reset button for 2 seconds. Then immediately press and hold the reset button again until all LEDs start flashing, which should be in about 25 seconds. The device is ready when the blue status LED returns to heartbeat. This should take 15 to 20 minutes.
m25 There is no F/D or reset button. Re-install the software via USB stick instead.
m30 Press and hold the full datawipe (F/D) button until the device starts beeping, which should take about 20 seconds. You’ll hear 4 short beeps, then 1 long one. The device is ready when it beeps twice. This should take 5 to 15 minutes.
m35 There is no F/D or reset button. Re-install the software via USB stick instead.
r40 Press the F/D button for 15 seconds. Follow the prompts on the LCD.
r45 Reboot the unit by power-cycling. While it’s rebooting, press the F/D button. The LCD will update in < 1 minute when re-flashing begins.
r400 Using the end of a paper clip, press the F/D button (located in a small hole to the left of the Ethernet ports on the front panel) for 15 seconds. Follow the prompts on the LCD.