Remedy for IMx-S not connecting to Observer 13.7

Summary

When upgrading to Observer 13.7 together with IMx‑S firmware version 8.0, some IMx‑S family devices may fail to reliably reconnect after the upgrade. 

This behavior is related to the introduction of TLS‑secured communication in Observer 13.7. 

If the issue occurs, only a few IMx‑S devices will reconnect normally, while the remaining devices stay offline.

Solution

If only some IMx-S devices are connected 

1. In the Observer command window, send the following command to the offline devices:

   tls off

   Note: No confirmation or verification is returned after running this command.

2. Restart the Observer Monitor Service . 
   This allows another group of IMx‑S devices to reconnect.

3. Repeat the procedure if needed, until all devices have successfully reconnected and TLS has been disabled on each one.

If an IMx‑S device does not connect at all

1. Visit the device on‑site.
    

2. Connect to the device using the serial interface and the Observer On-line Device Configurator.

3. When connected over serial, send the following command:

   cmd tls off
   

This disables TLS communication on the device.

Re-enabling TLS in future if required

1. From the IMx serial interface run the following command:

   cmd tls default

2. From the Observer command window run the following command:

   tls default

Contacting SKF Technical Support Group

For further assistance please open a support case using the Technical Support group's self-help portal at www.skf.com/cm/tsg. Once your support case is submitted, a technician will contact you to begin working on your issue. For urgent issues we are available at these times by phone:

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  Phone: [phone] within the US or [phone] outside the US.
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  Phone: [phone].
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