Lost Connection to Equipment: Difference between revisions

Latest revision as of 23:18, 27 November 2024

Troubleshooting Connectivity Issues[edit]

If you're experiencing connectivity issues while trying to connect to the computer controlling your telescope in Chile, please follow the steps below to troubleshoot the problem before reaching out to Deep Sky Chile for assistance.

1. Connect to the Customer Platform[edit]

Begin by opening your customer platform at [1](https://clients.deepskychile.com) and log in with your credentials.

Navigate to Tools → My Systems.

Here, you can view the status of your system. The color of the system's indicator will tell you its current state:

Green: System is online.
Red: System is offline.
Black: System is not yet installed.

If your system is online, proceed to Step 2. If it is offline, click on your system, and select Reboot my System's Router from the menu. Once confirmed, your system's router will reboot. Wait for 2 minutes then refresh the page. If the system turns green after this period, the issue was likely related to the router, and you should be able to reconnect. If the system remains red, contact us for further assistance.

Access Your Power Device[edit]

If your system is online (as described in the previous step), you can attempt to reboot your main imaging computer. To do this:

Click on your system and select Open Power Manager from the menu.
This will open your Power Manager interface (e.g., IPPower, IPX, or similar).
In the Power Manager page, locate and execute the power cycle command for your main computer.

By following these steps, you should be able to restore connectivity to your telescope control system. If the issue persists, please contact Deep Sky Chile support for further assistance.

@@ Line 1: / Line 1: @@
 == Troubleshooting Connectivity Issues ==
-If you're experiencing connectivity issues when trying to connect to the computer controlling your telescope in Chile, please follow these steps to try and resolve the issue:
+If you're experiencing connectivity issues while trying to connect to the computer controlling your telescope in Chile, please follow the steps below to troubleshoot the problem before reaching out to Deep Sky Chile for assistance.
-=== 1. Connect to Your Customer's Platform ===
+=== 1. Connect to the Customer Platform ===
-Open your customer's platform at [https://clients.deepskychile.com https://clients.deepskychile.com] using your credentials. Then, browse to '''Tools''' → '''My Systems'''.
+Begin by opening your customer platform at [https://clients.deepskychile.com](https://clients.deepskychile.com) and log in with your credentials.
-[[File:tools-my_systems.png|thumb|Tools - My Systems menu]]
+[[File:login.png|center|width=400px]]
-From there, you should be able to see the system states. The color of your system represents its state:
-* '''Green''': Your system is online.
+Navigate to '''Tools''' → '''My Systems'''.
-* '''Red''': Your system is offline.
-* '''Black''': Your system is not yet installed.
-If your system is online, proceed to step 2. If it is offline, click on your system. A menu will open. Choose '''Reboot my System'''. Once confirmed, your router will reboot. Please be patient and wait for 5 minutes. Do not attempt to reconnect during this time. If your system becomes green after 5 minutes, the issue was router-related, and you should be able to connect to your equipment as usual. If it remains red, please contact us for further assistance.
+[[File:tools-my_systems.png|center|width=400px]]
-=== 2. Connect to Your Raspberry Pi (RPi) ===
-A Raspberry Pi is a mini computer acting as a 24/7 server. It is always ON. At Deep Sky Chile, we install a Raspberry Pi on every customer's network. If you cannot connect to your imaging computer, first try to connect to your Raspberry Pi. Use Anydesk or TeamViewer to connect to your Raspberry Pi.
-You can find the necessary credentials in your customer platform at [https://clients.deepskychile.com https://clients.deepskychile.com], under '''Tools''' → '''My Systems'''. Click on your system, and a menu will open. Choose your preferred connection method. The default password is always '''DSChileRemote'''. Please do not change this password.
+Here, you can view the status of your system. The color of the system's indicator will tell you its current state:
-=== 3. Access Power Devices ===
+* '''Green''': System is online.
-Once connected to your Raspberry Pi, you can control your IPPower, IPX, or similar devices to power on or reboot your main imaging computer. Open Chromium or any other web browser and enter the correct URL for your power management device (e.g., http://192.168.1.3) to power the desired equipment.
+* '''Red''': System is offline.
+* '''Black''': System is not yet installed.
+[[File:mysystems.png|center|width=400px]]
+If your system is online, proceed to '''Step 2'''. If it is offline, click on your system, and select '''Reboot my System's Router''' from the menu. Once confirmed, your system's router will reboot. Wait for '''2 minutes''' then refresh the page. If the system turns green after this period, the issue was likely related to the router, and you should be able to reconnect. If the system remains red, contact us for further assistance.
+[[File:my_system_reboot.png|center|width=400px]]
+== Access Your Power Device ==
+If your system is online (as described in the previous step), you can attempt to reboot your main imaging computer. To do this:
+# Click on your system and select '''Open Power Manager''' from the menu.
+# This will open your Power Manager interface (e.g., IPPower, IPX, or similar).
+# In the Power Manager page, locate and execute the power cycle command for your main computer.
+[[File:my_system_power.png|center|width=400px]]
+By following these steps, you should be able to restore connectivity to your telescope control system. If the issue persists, please contact Deep Sky Chile support for further assistance.
-Following these steps should help restore connectivity to your telescope control system. If you continue to experience issues, please contact Deep Sky Chile support for further assistance.
 [[Category:User manuals]]