EasyAccess 2.0 Troubleshooting Guide

Error Codes

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1 (Not activated)

Please check if your HMI is already activated or not. To activate HMI, please reference EasyAccess 2.0 Manual – Chapter 5 Activation or watch out Maple Systems YouTube video.

2 (Log-in timeout)

Your HMI can not connect to EasyAccess 2.0 server

• Please help check your network settings (Ex: firewall), also check connections the EasyAccess 2.0 server lists. If your IT environment have strict rule, please add those servers to your firewall white list.

EasyAccess 2.0 server list

• If EasyAccess 2.0 app can not login server or hmi can not go online, check connection to these servers
  • Authentication server
    • auth.ihmi.net (54.238.174.31:443)
  • Account server
    • account.ihmi.net (54.171.161.211:443)
  • Weincloud server
    • www.weincloud.net (52.211.224.169:443)
• If vpn connection can not be established, check connection to these servers
  • Vpn server
    • ireland.wvpn.ihmi.net (34.253.91.245:443)
    • japan.wvpn.ihmi.net (13.114.36.115:443)
    • us.wvpn.ihmi.net (13.56.221.131:443)

3 (Certificate expired)

License Key has expired. Please check with your distributor.

4 (HMI client no ready)

Open and close client too frequently.

5 (HMI client will update)

HMI client will auto-upgrade to make sure compatibility. Please wait until auto-upgrade finish.

HMI client will connect to server again after upgrade finish.

6 (HMI client does not exist)

Client program does not exist in HMI memory. Please upgrade OS to solve this issue.

7 (Download HMI client failed)

HMI client will auto-upgrade to make sure compatibility. Re-download is scheduled after 10 minutes.

You can also stop EasyAccess 2.0 and start again.

If you still see the same error code. Please check connections to EasyAccess 2.0 account server

• Global
  • account.ihmi.net (54.171.161.211:443)
• China
  • www.easyaccess.cn (47.98.131.242:443)

Please stop EasyAccess 2.0 and start again when network connection ready.

8 (Download HWKey failed)

Your HMI can not connect to EasyAccess 2.0 account server. Please help check your network settings (Ex: firewall).

If your IT environment have strict rule, please add EasyAccess 2.0 account server to your firewall white list.

• Global
  • account.ihmi.net (54.171.161.211:443)
• China
  • www.easyaccess.cn (47.98.131.242:443)

Please stop EasyAccess 2.0 and start again when network connection ready.

9 (Parse HWKey failed)

Hardware key can not be generated. Please stop EasyAccess 2.0 and start again.

If you still see the same error code. Please contact our customer service.

10 (Write HWKey failed)

Hardware key can not be generated. Please stop EasyAccess 2.0 and start again.

If you still see the same error code. Please contact our customer service.

11 (Invalid HWKey)

See Help Tips for more information on how to resolve this error code.

12 (Download Certificate failed)

Please check if you HMI “Time/Date” setting in system setting is correct.

Update the HMI project with EasyBuilder Pro 6.08.01.442 Build 2023.03.08, or 6.08.02.275 Build 2023.03.24 or any version with newer build date, which will upgrade the EasyAccess 2.0 client as well.

For non cMT/cMT-X models, remember to tick the “EasyAccess 2.0” box when updating.

If problem still happens. Maybe your IT environment have strict rule.

Please add EasyAccess 2.0 server lists to your firewall white list.

EasyAccess 2.0 server list

• If EasyAccess 2.0 app can not login server or hmi can not go online, check connection to these servers
  • Authentication server
    • auth.ihmi.net (54.238.174.31:443)
  • Account server
    • account.ihmi.net (54.171.161.211:443)
  • Weincloud server
    • www.weincloud.net (52.211.224.169:443)
• If vpn connection can not be established, check connection to these servers
  • Vpn server
    • ireland.wvpn.ihmi.net (34.253.91.245:443)
    • japan.wvpn.ihmi.net (13.114.36.115:443)
    • us.wvpn.ihmi.net (13.56.221.131:443)

100 (Register HMI error)

HMI session id / password can not be generated. Please stop EasyAccess 2.0 and start again.

201 (Network gateway error)

Please check your network settings

Gateway setting might be wrong (Ex: 0.0.0.0), please enter correct gateway.

Check the proxy setting. Error occurs if it is enabled but value doesn’t set. If you don’t use proxy, please keep the Proxy setting “Disable”.

202 (Network DNS error)

Please check you network settings

• DNS setting might be wrong. You can try some public DNS to see if it works.
  • Global server
    • 8.8.8.8
  • China server
    • 223.5.5.5

203 (Proxy error)

Please check your proxy setting

• If you don’t use proxy, please keep the Proxy setting “Disable”.

204 (Ping AuthServer fail)

Your HMI can not connect to EasyAccess 2.0 authentication server. Please help check your network settings (Ex: firewall).

If your IT environment have strict rule, please add EasyAccess 2.0 authentication server to your firewall white list.

• Global
  • auth.ihmi.net (54.238.174.31:443)
• China
  • auth.easyaccess.cn (47.99.111.36:443)

Please stop EasyAccess 2.0 and start again when network connection ready.

205 (SSL Certificate error)

Please check if you HMI “Time/Date” setting in system setting is correct.

Update the HMI project with EasyBuilder Pro 6.08.01.442 Build 2023.03.08, or 6.08.02.275 Build 2023.03.24 or any version with newer build date, which will upgrade the EasyAccess 2.0 client as well.
For non cMT/cMT-X models, remember to tick the “EasyAccess 2.0” box when updating.

If problem still happens. Maybe your IT environment have strict rule.

Please add EasyAccess 2.0 server lists to your firewall white list.

EasyAccess 2.0 server list

• If EasyAccess 2.0 app can not login server or HMI can not go online, check connection to these servers
  • Authentication server
    • auth.ihmi.net (54.238.174.31:443)
  • Account server
    • account.ihmi.net (54.171.161.211:443)
  • Weincloud server
    • www.weincloud.net (52.211.224.169:443)
• If vpn connection can not be established, check connection to these servers
  • Vpn server
    • ireland.wvpn.ihmi.net (34.253.91.245:443)
    • japan.wvpn.ihmi.net (13.114.36.115:443)
    • us.wvpn.ihmi.net (13.56.221.131:443)

206 (Ping account server fail)

Your HMI can not connect to EasyAccess 2.0 account server. Please help check your network settings (Ex: firewall).

If your IT environment have strict rule, please add EasyAccess 2.0 account server to your firewall white list.

• Global
  • account.ihmi.net (54.171.161.211:443)
• China
  • www.easyaccess.cn (47.98.131.242:443)

Please stop EasyAccess 2.0 and start again when network connection ready.

207 (SSL connect timeout)

Please check if you HMI “Time/Date” setting in system setting is correct.

Update the HMI project with EasyBuilder Pro 6.08.01.442 Build 2023.03.08, or 6.08.02.275 Build 2023.03.24 or any version with newer build date, which will upgrade the EasyAccess 2.0 client as well.

For non cMT/cMT-X models, remember to tick the “EasyAccess 2.0” box when updating.

If problem still happens. Maybe your IT environment have strict rule.

Please add EasyAccess 2.0 server lists to your firewall white list.

EasyAccess 2.0 server list

• If EasyAccess 2.0 app can not login server or HMI can not go online, check connection to these servers
  • Authentication server
    • auth.ihmi.net (54.238.174.31:443)
  • Account server
    • account.ihmi.net (54.171.161.211:443)
  • Weincloud server
    • www.weincloud.net (52.211.224.169:443)
• If vpn connection can not be established, check connection to these servers
  • Vpn server
    • ireland.wvpn.ihmi.net (34.253.91.245:443)
    • japan.wvpn.ihmi.net (13.114.36.115:443)
    • us.wvpn.ihmi.net (13.56.221.131:443)

208 (SSL connect failed)

Please check if you HMI “Time/Date” setting in system setting is correct.

Update the HMI project with EasyBuilder Pro 6.08.01.442 Build 2023.03.08, or 6.08.02.275 Build 2023.03.24 or any version with newer build date, which will upgrade the EasyAccess 2.0 client as well.

For non cMT/cMT-X models, remember to tick the “EasyAccess 2.0” box when updating.

If problem still happens. Maybe your IT environment have strict rule.

Please add EasyAccess 2.0 server lists to your firewall white list.

EasyAccess 2.0 server list

• If EasyAccess 2.0 app can not login server or HMI can not go online, check connection to these servers
  • Authentication server
    • auth.ihmi.net (54.238.174.31:443)
  • Account server
    • account.ihmi.net (54.171.161.211:443)
  • Weincloud server
    • www.weincloud.net (52.211.224.169:443)
• If vpn connection can not be established, check connection to these servers
  • Vpn server
    • ireland.wvpn.ihmi.net (34.253.91.245:443)
    • japan.wvpn.ihmi.net (13.114.36.115:443)
    • us.wvpn.ihmi.net (13.56.221.131:443)

Help Tips

Invalid Hardware Key

Click “Start” on EasyAccess 2.0 page or system setting to get correct Hardware Key.

After getting the correct Hardware Key. You might see the error code : 1 (Not activated)
Please click “Setup” to scan EA 2.0 QR Code to activate HMI by activation card.

Start EasyAccess 2.0

Click “Start” on EasyAccess 2.0 page or system setting if HMI is already activated.

Driver Install Issue

1. Check adapters in Network Connections
   • Press the Windows key and the R key at the same time to open the Run box. Type ncpa.cpl and hit Enter and you can access Network Connections immediately.
     • 
2. Check adaptors in Network Connections, if EasyAccess 2.0 driver installed correctly, you should see two adapters : OVPN & EasyAccessVPN
   • 
3. Try to uninstall adapters and relaunch EasyAccess 2.0 again to see if the problem solved
   • Open “Command Prompt” in administrator mode (Run as administrator)
   • Use command below to navigate to the directory.
     • cd C:\Program Files (x86)\EasyAccess 2.0\vpn\driver\x64
   • Use command below to remove all adapters
     • devcon.exe remove tap0901
       • 
   • Relaunch EasyAccess 2.0
4. If problem is not solved, try to install adapters manually might also solve this problem
   • Use command below to remove all adapters as in previous step
     • devcon.exe remove tap0901
   • Use command below to install a new adapter
     • devcon.exe install OemWin2k.inf tap0901
     • 
   • Rename new installed adapter to “OVPN”
     • 
   • Use command below to install a new adapter
     • devcon.exe install OemWin2k.inf tap0901
   • Rename new installed adapter to “EasyAccessVPN”
     • 
   • Relaunch EasyAccess 2.0