Symptoms: PN’s Connection Status icon is red Tooltip indicates PN offline | |
Possible Cause | Solution |
System time on the PN is not synchronized with the onQ Appliance. If you’re currently installing, this red icon appears 3 minutes (180 seconds) into the installation process or 5 minutes (300 seconds) after installation. If you’ve successfully deployed and the PN and the onQ Appliance subsequently become unsynchronized, a missing padlock appears next to the PN, in addition to this red icon. | You have a few choices. Go to Synchronize system time. |
PN is down. | Bring up the server. |
onQ Service is not running | Restart the service. Go to (Agent‑based PNs) Restart the onQ Service. |
PN’s IP address or hostname changed. | Update IP address and hostname. See Manage hosts. |
UDP port 5990 and TCP ports 5000 and 5990 are not open on the PN. | Verify that you performed this step during enrollment: Step 6: Enroll protected nodes and onQ Appliance‑to‑PN Communications. |
Certificate is corrupt. | Regenerate and reinstall the certificate. See Create secure connection to PNs. |
DNS Server is down | Bring up DNS Server. Add host. See Manage hosts. |
Incorrect IP address for DNS Server. If you migrated the DNS Server, onQ might have the incorrect IP address. | Go to the hosts file and update the IP address. See Manage hosts. |
If you just performed a restore using QUARK, but the onQ Portal indicates a PN offline Connection Status, your PN may have acquired a DHCP IP address, not the original static IP address. | Modify the PN’s configuration to reflect its original, static IP address. Afterward, onQ can resume backups of the PN. |