Diagnosing connectivity issues

Connections

For the safe to properly connect the cloud the following must be true:

1. The connectivity module is connected to the safe and has power. Check that there is an RJ37 or “phone” cable that runs from the back of the safe to the Connectivity module. Check that the power light is ON solid.
2. The connectivity module has no open SNET / RJ37 ports. The Connectivity Module operates as a closed circuit. There are 2 SNET ports, one runs to the safe and the other should either have a terminator, see picture, or it should have a cable connected to a side cart or Tube Vend.
3. If applicable, the ethernet cable is connected on both ends, from the Connectivity Module to a live port on the wall.

Network access & light behavior

Light Indicator	Interpretations
Power	Connectivity Module is on when Solid Green
Wi-Fi Power	Indicates Wi-Fi configuration  Solid Green – Wi-Fi EnabledNo light or Off – Wi-Fi Disabled
Wi-Fi	Indicates the Safe is connected to a valid Wi-Fi Access Point Solid Green – Good Wi-Fi connection  Blinking Green – Wi-Fi mode is enabled but,        a) Safe is trying to get an IP, during initial configuration of IP   Or,        b) IP is configured but the there is an issue in the network No light or Off – WiFi is configured off Notes: This function is not supported in all models. Wi-Fi must be enabled in Safe connectivity settings. If both Ethernet and Wi-Fi are enabled, Ethernet connection takes preference
Ethernet	Indicates safe has a valid Ethernet connection Solid Green – Ethernet Enabled and Good connection No light or Off – Ethernet Disabled Blinking state – Ethernet mode is enabled but,         a) Safe is trying to get an IP, during initial configuration of IP   Or,         b) IP is configured but the network access has an issue. Confirm with your system admin that the port is enabled. Note: Ethernet must be enabled in Safe connectivity settings.
Bluetooth Power	Indicates Bluetooth status. This feature is not supported.
Wi-Fi Power	Indicates Wi-Fi configuration. Solid Green – Wi-Fi Enabled No light or Off – Wi-Fi Disabled
WPS status	Indicates the WPS status Solid Green – Not Applicable  No light or Off – Normal state Blinking – only while doing a WPS search

The safe connects to: HTTPS://api.amsecsafe.com using HTTPS (port 443) with 2048 bit encryption over TCP. The site *.amsecsafe.com needs to be whitelisted in the network allowlist or whitelist.

To identify the root cause of any connectivity issues your safe may be experiencing  follow the steps below.

[Please note this functionality described below was released in firmware version X.09.02.08, earlier firmware versions will have the same capabilities in different menu paths, some requiring AMSEC Support intervention.]

1. Manager (or similar permissions user) logs in with USERID & PIN
2. Select 3 – Admin
3. Select 8 – Diagnose Network

Here you see 4 different diagnostic tests for you to perform. It is recommended performing them all, in a sequential manner, starting with #1 Ping IP.

#1 Ping IP – The purpose of this test is to determine if the safe is successful in obtaining an IP address and joining the network.

• If fail: “IP Fail – safe can’t join network. Verify connection” – Are other devices successfully connected to this network?
• If success: “Safe successfully joined your network.”

#2 Ping Google – This url can be edited to ping any other site that is allowed in your organization. The purpose of this test is to determine if the safe can successfully reach the internet. 

• If fail: “Unable to reach www.google.com. Verify your network has internet access” – Confirm with your network administrator that this url is not blocked.
• If success: “Safe successfully accessed the internet.”

If either #1 or #2 tests are unsuccessful, please look at your network settings.

#3 Ping amsecsafe.com – This test will determine if there are any issues reaching the AMSEC Cloud.

• If fail: “Safe is unable to reach the AMSEC cloud servers.” – Confirm with your network administrator that AMSEC url amsecsafe.com is not blocked.
• If success: “Safe successfully reached the AMSEC servers.” – Safe successfully reached the AMSEC servers.

#4 Test Cloud – This test will determine if there are any issues communicating with the AMSEC Cloud

• If fail: “Cloud test failed! Please try later” – Unable to communicate with your cloud account.
• If success: “Cloud test success! Cloud connection verified” –  Safe successfully communicated to your cloud account.

#5 Get New Sync Token – This refreshes your safes’ authentication token to the AMSEC cloud. Could be needed if the safe was offline for over 6 months or so.

• If fail: “Failed to generate a new token.” – The safe is unable to obtain a new token from the cloud, verify parameters like Account and Location ID.
• If success: “Success! New token generated”- Safe successfully generated a new auth token to communicate to the cloud.

#6 Sync Now – This test can take a few minutes to complete. 

• If fail: “Cloud sync failed! IP binding failed” –  The safe is unable to sync to your cloud account.
• If success: “Cld sync finish!” – Safe successfully synced to your cloud account.