Frequently Asked Questions

Troubleshooting Installation & Working with IT

If this your first time installing Onboard's Edge Software, this guide is for you. We understand that sometimes network environments and IT policies can introduce challenges. Our aim here is to outline common troubleshooting steps and how to work effectively with your IT team to get things up and running.  

So, you have successfully installed the Edge Software and powered on the VM, but the connection does not appear in the Onboard Web App, and the deployment status remains offline.

Lets step through the checks below to ensure that the Edge Software can successfully connect with Onboard

Verify Firewall & Network Permissions

Ensure outbound traffic is permitted from the VM on the following ports:

  • TCP 443: Required for secure HTTPS communication
  • UDP 1501: Required for Onboard’s encrypted WireGuard™ VPN connection

💡 The Edge VM should appear on the building network as a separate device when running in Bridged mode. If your IT team enforces outbound whitelisting, provide them the IP address of the Edge VM to confirm traffic is allowed to Onboard’s servers.

Confirm the VM’s Network Adapter Mode

  1. Open the virtualization software (e.g., VMware, Proxmox).
  2. Locate the Onboard VM and review its Network Adapter Settings.
  3. If the adapter is set to NAT mode, switch it to Bridged mode.
    • NAT Mode isolates the VM behind the host machine, preventing it from appearing as a distinct device on the LAN.
    • Bridged Mode allows the VM to obtain an IP address on the same subnet as your building’s BACnet or Modbus devices which is required for discovery and data collection.
  4. Once changed, restart the VM to apply the new network configuration

Confirm Whitelisting with IT

If your IT department uses strict firewall or MAC-based network access controls:

  • Retrieve the VM’s MAC Address from the virtualization manager.
  • Share the MAC address with your IT team to whitelist it for network access.
  • If DHCP is used, ensure the Edge VM receives a valid IP address from the correct subnet.

⚠️ Still Not Connecting?

If all checks are complete and the connection remains offline:

  • Capture a screenshot of your VM Network Settings.
  • Share these details with support@onboarddata.io for further assistance.

‍‍
🤝 Working With IT

  • Share Requirements Early: Provide your IT team the Installation Requirements and the Network & Connectivity Requirements guides ahead of time.
  • We respect their security protocols
    • Reassure them:
      • Onboard does not require explicit inbound access
      • SSH access to the Edge Software is only through a secure VPN tunnel