Issue: The Vijeo Design'Air Free app cannot connect to the HMI
Product Line: Vijeo Designer
Resolution: Here are some things to check to troubleshoot this issue. Note, these are the most common causes, if you are still experiencing issues, please contact technical support at 1-888-266-8705.
Cause #1: Check your firewall to confirm that nothing is blocking port 6002. As a troubleshooting test, try disabling it all together until you can establish a connection. Once you can confirm that the firewall is the issue, work on adding an exception for Port 6002.
Cause #2: Determine if you are connecting locally or remotely. If you connecting remotely, ensure you are using the IP address of the site's router in the Vijeo Design'Air app. Also ensure that there is proper port forwarding on port 6002 setup on the router to direct the requests to the IP address of the HMI
Cause #3: Determine if the app is setup to allow data over cellular network and local network. These settings are outside of the Vijeo Design'Air app. Check the settings in Device's OS Settings menu. Ex. In IOS, there are permissions that you can set in the Settings app. Scroll down until you see the Vijeo Design'Air app. In there, you can set the app to allow data to use Cellular and Local Network.
If this FAQ did not solve your issue, you can chat with us at chat with us or e-mail us at customer.services@se.com to create a case with our Technical Support Team.
If you are not located in North America, please contact your local Customer Care Center for assistance:
Support | Schneider Electric Global (se.com)
Released for:Schneider Electric Malaysia
