Gallagher SMB Controller

Frequently asked questions when troubleshooting the Gallagher SMB Controller.

What are the common statuses of the SMB Controller?

LED flash (Hz)	Meaning
5	Invalid date/time - <ADD LINK>
5	Communication failure to Cloud - could be something blocking the TCP connection between the Controller and the cloud or an Authentication failure
4	Corrupt or missing key or certificate - return controller for servicing
3	Attempting connection/authentication with Cloud
2	Authenticated - waiting for configuration
1	Obtained configuration - normal operation

What is the communication process of the SMB Controller?

When a SMB Controller starts up, it goes through this process to connect to the cloud:

1. Broadcasts a DHCP request to obtain an IPv4 address,

usually the response will be provided by the Cellular Router or the customer's ISP Router

2. Requests an NTP time sync to time.google.com - to port 123

3. Sends a DNS request to resolve the SMB cloud hostname

4. Authenticates with the SMB cloud - API call to port 443

5. Establishes a websocket connection with the SMB cloud - to port 443

The firmware upgrade won’t complete – how do I get the controller updated?

SMB Controller stuck on "Controller updating" for an extended period. The firmware upgrade failed to complete, and the controller is stuck in a loop of constantly downloading the new firmware.

Unplug all HBUS devices, let the controller complete the upgrade and plug the devices back in. When the controller comes online it communicates with the cloud to obtain the latest firmware available. Some combinations of controller and HBUS devices require the controller to be fully upgraded prior to it attempting to upgrade the attached HBUS devices.

The controller won’t register, it keeps asking the serial number, when it is entered it keeps going back to that message status of the controller is on 5 flash.

The Controller need to be assigned to the site. Enter the UUID of the Controller e.g. e72a4356-bab8-4341-bc3b-b719ff1f4f9d or scan the QR code on the Controller in the Installer Portal. The Controller's run LED will remain in 5 flashes until the technician correctly assigns the UUID of the Controller to a site. The serial number will not be accepted in the Controller ID field.

Assign a controller to a site.

Site configuration started, and controller powered on but not connected to the internet, likely because the internet cable may not have been plugged in. This can cause the controller to accumulate a large number of events internally, which resulted in delays as it took several days to upload those events once it reconnected to the cloud.

This will cause the solution to run very slowly. It will take time for the system to catch up.

To avoid this issue, we recommend powering off the controller if the site configuration won’t be completed within the next few days. Leaving it powered on without an internet connection will cause the events to build up again, leading to similar problems. The controller should not be left running unnecessarily when the wiring is in a partially complete state (inputs not correctly terminated), or the cabinet door left open thus causing system tamper alarms.

The Event tab of the controller dialog will indicate whether any of these conditions currently exist

How do I clear the SMB Controllers configuration needs to be cleared?

Each time changes are published from the Installer app; the SMB controller configuration is updated. In the unlikely event that the controller’s configuration needs to be completely reset, this can be done by:

1. Turn on dip switches 1, 2 and 3.

2. Power cycle the controller.

3. Wait for the Run LED to change to a steady state (could be 5, 3 or 2 flash).

At this point, the Controller's config has been removed and it has been assigned the default IPv4

address of 192.168.1.199

4. Turn off dip switches 1, 2 and 3.

5. Power cycle the controller.

The Controller will now go through the communication process to connect to the Cloud and

download the latest configuration.

How are the DIP switches used?

• DIP switch 1 should only be used when access to the local diagnostic page is required.

• DIP switch 2 is generally sufficient for resetting the configuration in most real-world scenarios.

• DIP switch 3 can be useful for setting the controller to a static IP for easier IP identification, but it’s not always necessary and may prevent the controller from obtaining a DHCP configuration to get online.

How do I configure the controller with proxy server settings?

If a SMB Controller needs to be configured with proxy server settings to allow internet access, this can be done from the cloud web pages.

Bring Controller Online > Proxy Server

How do I obtain the Diagnostic Logs from the Gallagher SMB Controller?

Controller logs can be obtained from the Gallagher SMB Controller debug web pages.

To access the SMB Controller debug web pages requires Dip Switch 1 to be turned on and the controllers IPv4 address. Turning on Dip Switches 1, 2 and 3 will force the controller to use the IPv4 address of 192.168.1.199 (but will also clear the controller’s configuration).

The URL for the SMB Controller debug web page is: http://[IPv4 address]/debug. (note the dot at the end is needed)

The SMB Controller that does not have configuration will have a default diagnostic password. Please contact Gallagher Technical Support for the username and password.

The SMB Controller logs can be obtained from the Application Log link. When the controllers’ downloads configuration from the SMB cloud, the diagnostic password is changed to a unique password for each site.

Logs for configured SMB Controllers will need to be obtained via the SMB cloud - contact Gallagher Technical Support.

Can I restart the SMB controller when I’m not onsite?

A restart override for the SMB Controller can be triggered from the Installer Portal.

How do I get the SMB Controller to sync its time (NTP)?

If a Controller cannot sync its time (NTP), it will not be validated and fail to connect to the SMB cloud.

A Controller that has been powered off for several days will lose its time sync setting, and its time could drift by a significant amount - it will then fail to connect to the cloud.

• Check the time on the Controller Config web page - refer below.

• Check the site's network does not have a firewall rule that is blocking NTP (UDP Port 123) connections to time.google.com.

How do I manually change the SMB Controller’s time?

By default, the SMB Controller will attempt to sync time with the Google NTP time service - time.google.com using UDP port 123. The Controller's time can be manually changed from the Controller Cloud Config web page.

Find the Controller's local IP address and browse to http://[ip_address]/cloud

· Username: cloud

· Password: GGLcloud

(The Controller's current time (and time zone offset) is shown at the bottom of the web page)

Click on the Set Time and Date link and enter the correct date and time (depending on the time zone offset) in the fields and Save.

Are there Command Line tools to help installers check cloud connections from a site?

DHCP (UDP port 67) - this just checks if there is a DHCP server on the network

Linux: sudo nmap --script broadcast-dhcp-discover -e eth0

Windows: ipconfig /all | find /i "DHCP Server"

DNS resolution (UDP port 53)

Linux + Windows: nslookup app-api.halo.gallagher.com

NTP time.google.com (UDP port 123)

Linux: nc -v4z --wait 5 --udp time.google.com 123

Windows: w32tm /monitor /computers:time.google.com

HTTPS app-api.halo.gallgher.com (TCP port 443)

Linux: nc -v4z --wait 5 app-api.halo.gallagher.com 443

Windows: telnet app-api.halo.gallagher.com 443

(blank screen indicates a successful connection - ^] to exit)

Another Windows option using the Powershell Test-NetConnection command (tnc)

tnc -ComputerName app-api.halo.gallagher.com -Port 443 -InformationLevel "Detailed"

Connectivity

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