Troubleshooting

Power cycling a device is the process of removing power from the device, waiting 5 to 10 seconds for the device to completely power down and then turning it back on.

The reason for power cycling a device is to clear the contents of its volatile memory, including its RAM in the case of a malfunction.

To perform a power cycle, simply remove power from the device.

If your system experiences a loss of power whilst running an upgrade, simply start the upgrade again once power is restored.

Check all cables and leads are in good condition and correctly inserted, see Installing your EPM-07 or Installing your EPM-15 for details.

Check the device IP Address has not been updated, see Configuring Networks for details.

Check you have a valid Webserver Certificate, see Configuring Certificates for details.

If you update the IP Address of your Remote Session within Web Server management a new Webserver Certificate is required:

If you enter the url of your device and Not secure displays on the browser address line, it indicates the correct security certificate has not been added to your operating system. You must ensure you have the appropriate certificate in the appropriate certificate store.

For example, in Microsoft Edge:

1. Select Not secure and View site information displays.

2. Select the Your connection to this site isn't secure section:

   

3. From the Your connection to this site isn't secure screen, select Show certificate .

4. The Certificate Viewer screen displays, select the Details:

   

5. Select Export:

   

6. The Save As screen displays, navigate to where you want to save this certificate, for example, Downloads and select Save.

7. Close the Certificate Viewer screen and using File Explorer, navigate to where you have saved the certificate file.

8. Right click on the file and select Install Certificate:

   

9. The Welcome to the Certificate Import Wizard screen displays, select Local Machine and then Next:

   

10. The Certificate Store options display, select Place all certificates in the following store and select Browse:

    

11. The Select Certificate Store screen displays, select Trusted Root Certification Authorities:

    

12. Select OK.

13. Select Next.

14. The Completing the Certificate Import Wizard screen displays, select Finish.

15. The Import was successful screen displays, select OK and then restart any instances of Microsoft Edge running on your computer.

• Web browser/Remote login:

  The Connection Lost screen may appear temporarily if a cable is disconnected or a network issue occurs. In most cases, the screen clears automatically within a few seconds.

• EPM device:

  If the Connection lost screen displays and does not recover, power-cycle the device. If the problem still persists, contact your support representative, as the issue may be related to the hardware or software.

The browser displays a security warning when the device's web certificate does not match its current Internet Protocol (IP) address. This can occur when a Dynamic Host Configuration Protocol (DHCP) Dynamic Host Configuration Protocol (DHCP) - It automatically assigns a device an IP address and other network settings, such as the subnet mask and default gateway. server assigns the device a new address.

To generate a trusted web certificate when the device uses DHCP:

1. From the EPM Data Management device, select Options - Settings and Users - Settings - Networks - EN1 - Enterprise network.

2. Note the IP address assigned to the device, for example, 192.168.1.186.

3. Change the IP mode from DHCP to User-specified.

4. If you are not already in Configuration lock, the Configuration lock screen displays:

   

   Enter a reason if required and then select Confirm . The system configuration is now locked pending the submission of your update and the Configuration Locked icon displays on the status bar.

   Note - Configuration lock does not affect the operation of the EPM device.
   See Configuration Lock for details.

5. Enter the IP address noted in step 2, for example, 192.168.1.186.

6. Select Certificates - Generate New Certificate. The device creates a new certificate for the current IP address.

7. Return to Network Settings and change the IP mode from User-specified to DHCP. The DHCP server should assign the device the same IP address as before.

8. Open a web browser and enter https://<device IP address>, for example, https://192.168.1.186.
9. Import the certificate into your browser or your operating system’s trusted certificate store. See Configuring Certificates for details.

The browser now trusts connections to the device at this IP address and no longer displays a certificate warning.

Last update - October 2026

On the top right-hand side of the rear of the EPM Device User Interface there is an array of light-emitting diodes (LEDs):

The status LEDs display as follows:

If a USB Type C device, plugged in to the rear of an EPM-07orEPM-15 device, fails to respond:

• First check the USB Type C is inserted correctly, we recommend you remove it and reinsert it to reinstate the connection. This should address any issues.

• If the USB Type C device still does not respond, the EPM device must be powered down and then powered back up.

All EPM Data Management components have a unique serial number printed on them. In the case of any issues, this can be used by the service desk to identify the exact component:

EPM-07

EPM-15

I/O Modules:

I/O Backplate: