Troubleshoot Splunk Edge Hub

Try the following steps to troubleshoot issues with your Splunk Edge Hub. If the issues persist, see Perform a factory reset on your Splunk Edge Hub.

Unable to register mobile device

If you run into issues while registering your mobile device, try the following:

• Enable token authentication. See Enable token authentication in the Securing Splunk Cloud Platform manual to learn more.
• Make sure the Splunk Edge Hub indexes are created. The indexes are created when you add your HEC endpoint Splunk App for Edge Hub and AR. If the indexes were not created, restart your Splunk platform instance and try configuring the HEC endpoint again.
• Enable HEC global settings. See Enable HTTP Event Collector on Splunk Enterprise.
• If the mobile app returns an error, reset your Splunk Edge Hub. See Perform a factory reset on your Splunk Edge Hub.

If the issue persist, restart your Splunk platform instance and verify all settings.

Unable to load sensor readings ( "-" value on screen)

Perform a soft reset from settings menu or press the power button and check if the sensor readings load. If you're still unable to load sensor readings, perform a hard reset by removing and reconnecting the USB-C or PoE cable.

If the issue still persists, perform a factory reset.

Unable to register Splunk Edge Hub or connect to network

On first launch, follow the on-screen instructions to register your Hub. If registration is unsuccessful, try the following troubleshooting steps:

• Make sure that you've entered the WiFi network name and password correctly in the Splunk Edge mobile app.
• If you get the message "Error: Unable to register your Edge Hub. Please try again", make sure that your device is not using VPN and does not have Private Relay enabled.
• If the issue still persists, perform a factory reset.

Touch screen is unresponsive or other hardware issue

Perform a soft reset from settings menu or press the power button. If the the hardware issue doesn't resolve, perform a hard reset by removing and reconnecting the USB-C or PoE cable.

If the issue still persists, perform a factory reset.

Troubleshoot the Splunk Edge mobile app

If you're unable to load the Hub list, view Hub details, load dashboards, or experience other mobile app issues, log out and restart the app:

1. Press Logout at the top-right corner of the Edge mobile app to log out.
2. Restart the app.
3. Login again using your Splunk credentials.
4. Try performing the task again.

If you're unable to connect to WiFi, navigate to Settings > Clear saved WiFi passwords and try again.

If the app won't open or has a blank screen, make sure you installed the latest version.

Troubleshoot your Splunk platform instance and the Splunk App for Edge Hub and AR

If the HEC name is not valid and the Test Connection results fail, open a proper port for the HEC. Use port 8088 for Splunk Enterprise. Use port 403 for Splunk Cloud platform.

If the indexes were not created when configuring the HEC endpoint with the Splunk App for Edge Hub and AR, restart your Splunk platform instance and try configuring the HEC endpoint again.

Troubleshoot Splunk Edge Hub sensors

If you don't see sensor data coming in, try the following:

• Make sure you have network connectivity.
• Validate the HEC endpoint address. Use the Test Connection button in the Splunk App for Edge Hub and AR.
• If you're testing with a Splunk platform instance without static IP, make sure the HEC instance hostname and IP didn't change.

If the temperature reading is higher than expected, check both sensors. Splunk Edge Hub comes with an onboard sensor and an external sensor that connects with a 3.5mm auxiliary plug. The onboard sensor readings might be higher due to heat generated by hardware and should not be used for ambient readings. For ambient readings, use the external sensor.

Perform a factory reset on your Splunk Edge Hub

Complete these steps to reset the device to its original factory settings. This doesn't unregister your Edge Hub.

1. On your Edge Hub, locate the factory reset pin hole. Depending on your version of the hardware, the pinhole may be on the front of the Edge Hub or next to the USB and external sensor ports.
2. Using a < 3mm diameter pin shaped tool, press and hold the factory reset button for more than 6 seconds.
3. Wait for factory reset to complete.

Troubleshoot Splunk Edge Hub connectivity using the advanced settings page

You can check if the Splunk Edge Hub is connected to Splunk services, DNS servers, and and the network in the Splunk Edge Hub Advanced Settings page. See Access the advanced configuration server to learn how to navigate to the page.

Each test checks the following connections:

Connectivity test	Description	Troubleshooting steps
Check Splunk Services	Checks if Splunk Edge Hub is connected to Spacebridge. Spacebridge connects your Splunk Edge Hubs to your Splunk platform instance.	If Splunk Edge Hub isn't connected to Spacebridge, the HEC endpoint might be unreachable. Try using HTTP instead of HTTPS.
Check DNS servers	Checks if Splunk Edge Hub is able to connect to public DNS services such as Cloudflare and Google. This test checks for network connection.	If Splunk Edge Hub isn't able to connect to to DNS services, restart your Splunk Edge Hub and troubleshoot your network connection by checking your VPN or Firewall settings.
Check internet connections	Checks if Splunk Edge Hub is able to connect to to popular websites. This test checks for network connection.	If Splunk Edge Hub isn't able to connect to popular websites, restart your Splunk Edge Hub and troubleshoot your network connection by checking your VPN or Firewall settings.