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Troubleshooting

How to Use This Guide

This guide is designed to help you quickly diagnose and resolve common issues. Use it as a step-by-step resource, starting with the basics and moving toward advanced troubleshooting only if necessary.

Structure of the Guide

  • Common Problems If you know your symptom (e.g., XoT-Client won’t connect, connection drops), jump directly to this section.

  • Hardware / Software / Networking Sections Use these for deeper dives when you suspect a specific cause (e.g., router issues, client misconfiguration, or firewall blocks).

  • Advanced Diagnostics Intended for IT staff or advanced users. Includes log analysis and escalation guidelines.

How to Navigate

  • End Users Begin with Common Problems. If the issue persists, please pass logs and screenshots to helpdesk/support.

  • IT Administrators You may skip directly to Connectivity, Authentication, or Advanced Diagnostics depending on your environment.

  • Search & Cross-Links Use the built-in search or follow cross-links between sections. Many issues overlap.

Tips for Success

  • Start simple. Always check internet connectivity and credentials first.
  • Document what you try. Keep a note of changes, error codes, and timestamps — it helps if you need to escalate.
  • Escalate early if needed. If the issue looks hardware-related or security-sensitive, move to the Safety and Support Notes section bellow.

Safety and Support Notes

Before you begin troubleshooting your XoT Technology setup, please review the following safety and support guidelines:

General Safety

  • Do not reset production hardware without approval. A factory reset may wipe critical configurations. Always check with the IT-network administrator first.
  • Avoid making changes during peak business hours. Troubleshooting actions may interrupt service for other users.
  • Keep security in mind. Do not share credentials, logs, or configuration files publicly. They may contain sensitive information.
  • Document what you try. Keep a note of changes, error codes, and timestamps — it helps if you need to escalate.

Data Protection

  • Handle logs carefully. XoT-Client and server logs may include IP addresses, usernames, and timestamps. Share only through approved secure channels.
  • Back up configurations. Always export/save XoT configuration files before making changes.

When to Stop and Escalate

If any of the following apply, stop troubleshooting and contact the IT-network support or vendor:

  • You smell burning or see physical damage on hardware.
  • The hardware fails to power on after basic checks.
  • You repeatedly encounter critical error codes after following this guide.
  • You suspect a possible security breach (e.g., unauthorized access or certificate compromise).

Getting Support

Note: This guide is intended to assist with common issues. For advanced diagnostics or security incidents, always escalate to qualified support staff.

Common Problems

Cannot Connect at All

Symptom You assign a token in your XoT-Client, but the connection fails immediately or never completes.

Possible Causes

  • Internet connection is down or unstable.
  • Token certificate has expired or has been revoked.
  • The XoT-Client is misconfigured.
  • Firewall or antivirus is blocking the connection.

Troubleshooting Steps

  1. Verify your device has internet access (try opening a public website).
  2. Restart your XoT-Client and your device.
  3. Update you token with a new certificate that has is known not to have expired or been revoked.
  4. Check if another VPN is running — uninstall or disable it.
  5. Ensure firewall or antivirus software is not blocking the XoT-Client or network connections in general.
  6. If still failing, reinstall the XoT-Client software.

When to Escalate

  • None of the above steps succeed.
  • You suspect the XoT-servers are down.
  • You cannot install/reinstall the XoT-Client.

Connection Drops Frequently

Symptom You can connect successfully, but the connections in the XoT-Client disconnects after a few minutes or at random intervals.

Possible Causes

  • Weak or unstable internet connection
  • Firewall or router idle timeout
  • XoT-Client is in conflict with other installed software
  • Too many devices connected to the same XoT-user account

Troubleshooting Steps

  1. Test your internet connection without the XoT-Client (stream a video, or run a speed test).
  2. Connect to a different Wi-Fi or wired network to rule out local network issues.
  3. Switch communication protocol (e.g., from UDP to TCP.).
  4. Check your router for “idle timeout” settings.
  5. Disable background apps that may interrupt the connection (e.g., other VPNs).
  6. Try to reconnect the XoT-Client. It will connect to the server responding the fastest to your connection request.

When to Escalate

  • Disconnects persist across different network connections.
  • More than one user is affected by the same issue.

Related Links

Slow connection

Symptom The XoT-Client connects, but browsing, downloads, or video streaming are significantly slower.

Possible Causes

  • Poor local internet speed
  • Inefficient routing
  • Bandwidth throttling by ISP

Troubleshooting Steps

  1. Test your speed with and without the XoT-Client.
  2. Disconnect other devices sharing the same internet line.
  3. Restart your router or modem.
  4. If using Wi-Fi, try a wired Ethernet connection.

When to Escalate

  • Slow performance continues on multiple XoT-Clients, devices, or server-services.
  • XoT-Client speed is far below baseline ISP speed despite adjustments.

Related Links

Connected, but Can’t Reach Company Resources

Symptom The XoT-Client shows “connected,” but you cannot access shared drives, apps, or internal websites as you should.

Possible Causes

  • Resource access restrictions by policy.
  • Resources are offline.
  • Incorrect DNS settings.
  • XoT-Client server not linked to internal network

Troubleshooting Steps

  1. Verify resource permissions (e.g., you have access rights).
  2. Test access from another network or device with that is known to have permission to do so.
  3. Try accessing the resource by IP address instead of hostname.
  4. Flush your DNS cache (ipconfig /flushdns on Windows, dscacheutil -flushcache on macOS).
  5. Contact IT to verify the server/resource is online.

When to Escalate

  • Other colleagues on XoT-Clients can access the same resources.

Related Links

Credentials Not Working in XoT-Client

Symptom XoT-Client launches but fails with an authentication error.

Possible Causes

  • Wrong username or password entered
  • Account is locked or disabled
  • Expired credentials (password or certificate)
  • Multi-factor authentication failure

Troubleshooting Steps

  1. Confirm your account is active and not locked (check with IT or account portal).
  2. Ensure the certificate is valid and installed.
  3. Check whether MFA prompt (hardware token triggers PIN-check) is being triggered correctly.

When to Escalate

  • Password reset fails or login errors persist.
  • Certificate errors you cannot resolve yourself.
  • MFA prompt is never delivered or repeatedly denied.

Related Links

Credentials Not Working in XMS

Symptom Finds the login page, but fails to login, returning an authentication error.

Possible Causes

  • Wrong username or password entered
  • Account is locked or disabled
  • Expired credentials (password or certificate)
  • Multi-factor authentication failure

Troubleshooting Steps

  1. Carefully re-enter your username and password (watch for typos, keyboard layout and language-setting).
  2. Confirm your account is active and not locked (check with IT).
  3. Check whether MFA prompt (app/SMS/email) is being triggered correctly.
  4. Try resetting your password via the company’s self-service portal.

When to Escalate

  • Password reset fails or login errors persist.
  • Certificate errors you cannot resolve yourself.
  • MFA prompt is never delivered or repeatedly denied.

Related Links

Hardware issues

Check all XoT-S1 cabling

The XoT-S1 has four external ports

- 2x 10/100/1000M Ethernet ports, auto-sensing.
- 1x USB-C port: 5 W normal load / 10 W max load. For power source only.
- 1x USB-A port: for peripherals such as 3/4/5G/wifi-dongles, etc. On XoT-S1 devices running evaluation firmware it can also be used for optional USB mass-storage based deployment and troubleshooting.

When evaluation firmware is used on an XoT-S1, a USB mass-storage device can provide initial network settings, load SSH debug settings, and collect debug logs. This is intended for early deployment or troubleshooting in restricted environments.

The prerequisite for booting an XoT-S1 is a power source to the USB-C of 5 V and, at minimum, 2.0 A. The XoT-S1 will boot as soon as it has power.

If the XoT-S1 has a power source, have been factory reset, and no other cables are attached, it will continue to look for a time-sync-service, NTP, and an IP-address from a DHCP-service. The XoT-S1 looks for those services on the "Network port" of the XoT-S1. Therefor, attach the Network port of the XoT-S1 to a network with DHCP and NTP.

If everything above has been done, the XoT-S1 will reach out to the XoT-Discovery Service and the XoT Management System to initiate the enrollment process.

When the XoT-S1 has been enrolled and added to a policy, end users can establish connections to what might be put in the "Device" port of the XoT-S1. Therefor connect this port to the device or subnet it shall provide access to.

Boot issues

If the XoT-S1 do not boot the screen after 60 seconds it should be replaced.

Software Issues

Client installation problems

  • Verify OS version compatibility.
  • Remove old XoT-Clients before installing.
  • Run installer with admin rights or it fails.

Configuration import errors

  • Ensure config file is correct by importing it using the XoT Client Config tool.
  • Copy the configuration file to local drive before importing.

Connectivity & Networking

Internet access and firewalls problems

  • Disable XoT-Client and test browsing.
  • Check and, if needed adjust, the settings of the firewall and antivirus.
  • Ensure UDP/TCP ports required by XoT Technology are open.

DNS problems

  • If resources work via IP but not name → DNS issue.
  • Flush DNS cache.

NAT traversal issues

  • Try different network (home vs mobile hotspot).
  • If corporate firewall blocks, escalate to IT or administrator.

IPv4 vs IPv6 considerations

  • Disable IPv6 temporarily, it is not supported by XoT Technology.

Authentication and security

Certificate or key issues

  • Verify certificate is not expired.
  • Replace or re-request if corrupted.

Multi-factor authentication failures

  • Ensure correct method is active (app, SMS, token).
  • Sync device time with NTP.
  • Re-enroll MFA if consistently failing.

Expired or revoked credentials

  • Reset password via self-service or IT.
  • If still blocked, account may be locked, escalate to IT or administrator.

Performance & Stability

Slow speeds and bandwidth checks

  • Test baseline internet speed without the XoT-Client.
  • Disconnect other devices sharing bandwidth.

Latency troubleshooting

  • Ping the XoT-asset to measure latency.
  • Try wired instead of Wi-Fi.
  • Avoid overloaded asset resources.

MTU and packet fragmentation

  • Test a lower MTU in XoT-Client (default is 1500).

Load balancing and failover

  • Check HA/failover availability and status.
  • Re-initiate communication via disconnect and reconnect to switch to alternate XoT-Bridge, if available.

Advanced Diagnostics

Collecting logs and packet captures

  • Remember to share logs and packet captures only via secure channels.
  • Enable XoT-Client debug logs.
  • Use Wireshark/tcpdump to capture XoT traffic.

Using built-in debug tools

  • Run ping, tracert/traceroute to test reachability.
  • Check OS event logs for errors.
  • Use the log compression tool in "Xertified\XoT Desktop Client\support" to create a log-file for escalation to IT support or helpdesk.

When to escalate to support

  • Hardware won’t boot.
  • Repeated critical errors after basic fixes.
  • Possible security compromise.