Troubleshooting

The pairing code does not appear or does not work

The pairing code might not be displayed or printed under the following circumstances:

The IoT system does not connect to the database

The IoT system might take a few minutes to restart when it connects to a database. If it still does not appear after a few minutes:

The IoT system is connected to the Odoo database but cannot be reached

Verify that the IoT system and the computer running the Odoo database are connected to the same network and update the DNS settings if necessary.

The Windows virtual IoT’s homepage cannot be accessed from another device

The IoT system does not work after an Odoo upgrade

Restart the IoT box or the Windows virtual IoT service.

If the issue persists, update its image by flashing the IoT box’s card or uninstalling the Windows virtual IoT program and reinstalling the virtual IoT package.

The IoT system’s homepage can be accessed using its IP address but not the xxx.odoo-iot.com URL

Contact your system or network administrator to address the issue. Network-related problems are beyond the scope of Odoo support services.

  • If the router allows manual DNS configuration, update the settings to use Google DNS.

  • If the router does not support this, you need to update the DNS settings directly on each device that interacts with the IoT system to use Google DNS. Instructions for configuring DNS on individual devices can be found on the respective manufacturer’s website.

Note

  • Some IoT devices, such as payment terminals, likely do not require DNS changes, as they are typically pre-configured with custom DNS settings.

  • On some browsers, an error code mentioning the DNS (such as DNS_PROBE_FINISHED_NXDOMAIN) is displayed.

HTTPS certificate generation issues and errors

The HTTPS certificate does not generate

Potential causes include the following:

  • The database doesn’t meet the eligibility requirements for generating an HTTPS certificate.

  • The firewall is preventing the HTTPS certificate from generating correctly. In this case, deactivate the firewall until the certificate is successfully generated.

    Note

    Some devices, such as routers with a built-in firewall, can prevent the HTTPS certificate from generating.

Errors

A specific error code is displayed on the IoT system’s homepage if any issues occur during the generation or reception of the ref:HTTPS certificate <iot/connect/https_certificate>.

Tip

When you access the IoT system’s homepage, it automatically checks for an HTTPS certificate and attempts to generate one if it is missing. If an error appears, refresh the page to see if the issue is resolved.

ERR_IOT_HTTPS_CHECK_NO_SERVER

The server configuration is missing, i.e., the database is not connected to the IoT system.

ERR_IOT_HTTPS_CHECK_CERT_READ_EXCEPTION

An error occurred while attempting to read the existing ref:HTTPS certificate <iot/connect/https_certificate>. Verify that the HTTPS certificate file is readable.

ERR_IOT_HTTPS_LOAD_NO_CREDENTIAL

The contract and/or database UUID is missing from the IoT.

Verify that both values are correctly configured. To update them, access the IoT box’s or Windows virtual IoT’s homepage, click the (cogs) button, then click Credentials.

ERR_IOT_HTTPS_LOAD_REQUEST_EXCEPTION

An unexpected error occurred while the IoT system tried to reach https://www.odoo.com. This is likely due to network-related issues, such as:

  • The IoT system does not have Internet access.

  • Network restrictions (e.g., firewalls or VPNs) are preventing communication with https://www.odoo.com.

Note

  • To access the full request exception details with information regarding the error, enable the developer mode, click the IoT system’s card in the IoT app, and click Download logs on the IoT system’s form. To define the log levels recorded in the IoT system’s log file, access the IoT box’s or Windows virtual IoT’s homepage, click the (cogs) button, then Log level at the bottom of the page.

  • To address network-related issues, contact your system or network administrator; these issues are beyond the scope of Odoo support services.

ERR_IOT_HTTPS_LOAD_REQUEST_STATUS

The IoT system successfully reached https://www.odoo.com but received an unexpected HTTP response (status codes).

This error code includes the HTTP status. For example, ERR_IOT_HTTPS_LOAD_REQUEST_STATUS 404 means the server returned a “Page Not Found” response.

To solve this issue:

  1. Open https://www.odoo.com in a web browser to check if the website is temporarily down for maintenance.

  2. If https://www.odoo.com is down for maintenance, wait for it to resume.
    If the website is operational, open a support ticket and make sure to include the 3-digit HTTPS status code in the ticket.

ERR_IOT_HTTPS_LOAD_REQUEST_NO_RESULT

The IoT system successfully connected to https://www.odoo.com, but the server refused to provide the ref:HTTPS certificate <iot/connect/https_certificate>.

Check that the IoT system and database meet the eligibility requirements for an HTTPS certificate.