FAQ

Frequently Asked Questions

Browser Support

Signing up as a user

Password Security

Orders

Shipping

Provisioning and Setup

Device Provisioning Processes and States

Firmware

Hardware

Software

Partners

Support

     


     

    Browser Support

    Q: What web browsers does the Dev Portal support?

    A: The Developer Portal supports

    • Internet Explorer (V11 and above)
    • Firefox (V52 and above)
    • Chrome (V58 and above)
    • Safari (V10.1 and above)

    .

    Q: What web browsers does Starfish Studio support?

    A: Starfish Studio supports

    • Internet Explorer (V11 and above)
    • Firefox (V52 and above)
    • Chrome (V58 and above)
    • Safari (V10.1 and above)

    Signing up as a user

    Q: What are the benefits of creating a user account?

    A: Creating a user account gives you access to the following benefits and features:

    • Purchase Developer Kits
    • Access to our developer support desk
    • Additional resources, reference material and tools
    • Ability to participate in online developer community forums

     

    Q: What are the rules I need to keep in mind while choosing a username?

    A: While choosing a username, please keep in mind the following rules:

    Password Security

    Q: What should be the minimum length for my account password?

    A: Your password should be a minimum of 8 characters in length.

    Q: What are the complexity requirements for my account password?

    A: Your account password should contain at least one of the following characters

    Additionally,

    Q: How can I reset my password?

    A: Non SSN domain users:

    forgot password

     

    Silver Spring employee domain account users: this is your Silver Spring Domain account so reset your password from the corporate intranet IT service desk

    • Usernames can contain letters (a-z), numbers (0-9), dashes (-), underscores (_), periods (.), and plus sign (+).
    • Usernames must start and end with only alphanumeric characters
    • Usernames must be a minimum of 3 and maximum of 45 characters.
    • Usernames are not case sensitive
    1. Lowercase letter
    2. Uppercase letter
    3. Number
    • Your password should not contain part of your username
    • Your password should not be the same as your last 20 passwords
    1. Select Sign-In from https://developer.ssni.com
    2. In the lower part of the window select Need Help Signing In then Forgot Password 
    1. In the pop-up enter your email address associated with your username and submit
    2. You will receive an email from the OKTA authentication system with a link to reset your password. Select that link and reset.

    Orders

    Q: How do I place an order?

    A: Create an account in the DevPortal and authenticate your email. Once authenticated sign in to the DevPortal and select Dev Kits from the top menu. Select one of the Dev Kits from the available catalog and select the "Request To Purchase" button. Fill out the information and you will be approved to order.  Once approved the products found at Dev Kits have an "Add To Cart" botton enabled. Select the Dev Kits you would like to purchase and identify the country and network you will deploy them. Once all items have been added to your cart proceed to Checkout. You will be asked for shipping information and payment information to complete the order.

    Q: What methods of payment can I use to place an order?

    A: You can use Visa, MasterCard, DISCOVER, AMEX, eCHECK or PayPal as the possible payment methods on the Developer Portal.

    Q: How do I request a replacement for a faulty device?

    A: Go to the Account Overview area Devices and Orders tab. Scroll to the right in the table of devices and select the "RMA" button. Confirm you wish to return the item. An email will be sent to SSN fulfillment to replace the item. 

    Q: How do I return an item or order and get a refund?

    A: Refunds can be requested up to 30 days after order is received. To request a refund. Submit a support ticket explaining you would like to return items ordered for a refund.

    Q: What countries are Dev Kits approved for deployment?

    A: The table below describes the geographies in which the devices available on the Dev Portal are approved for deployment

    NIC DEV KITS Deployment Countries/ Approved for use
    Milli Developer Kit v1.0 AUS, USA
    MILLI DEVELOPER KIT V1.0 WITH ARDUINO AUS, USA
    MINIAP MINIAP V1 AUS, USA
    IoT Edge Router AUS, USA
    GENERIC WIRELESS HW1/HW2 ACCESSORY KIT AUS, USA

     

    Shipping

    Q: When will I receive my order?

    A:Shipping typically takes 5 business days.

    Q: How can I track my order?

    A: Go to the Account Overview area Devices and Orders tab. Scroll to the right in the table of devices and note the Shipping Company name and the shipment tracking number. Please visit the website of the Shipping Company to track your order directly.

    Q: How do I know if my order has been shipped?

    A: Go to the Account Overview area Devices and Orders tab. Scroll to the right in the table of devices to check the status of your order. A status of FULFILLMENT_PENDING means it has not been shipped.  Any other status means it has been shipped. 

    Provisioning and Setup

    Q: What is the device provisioning process?

    A: The following steps describe how a device is provisioned:

    1. Fulfillment enters device unique ID (Mac ID for Milli and MiniAP, Serial number for IOT Router) in Developer Portal (status=FULFILLED)
    2. Device is is provisioned to Data Platform with MacID (ssniMacAddress), DeviceType (ssniNetworkDeviceType) in the users tenantID.  (status=SFDP_CREATED) The following devices are provisioned to the data platform:
      1. Milli Dev Kit
      2. IoT Edge Router
      3. miniAP
    3. Data Platform assigns DeviceID
    4. Device provisioned on the network with deviceID, MacID, tenantID, and device type if the device is a miniAP or Milli Dev Kit (ZTP_PROVISIONED)

    Q: How do I confirm that my device has been properly provisioned on the data platform?

    A: Go to the My Accounts page -> Devices and Orders tab. If the status of the device you have purchased is ZTP_PROVISIONED and the device is a miniAP or Mill Dev your device is provisioned. For an IoT Edge Router the device status should be SFDP_CREATED.

    Q: How do I confirm that my device has been properly provisioned on the network?

    A: Go to the My Accounts page -> Devices and Orders tab. If the status of the device you have purchased is ZTP_PROVISIONED and the device is a miniAP or Mill Dev your device is provisioned. For an IoT Edge Router the device status should be SFDP_CREATED.

    Q: How long does it take for the MiniAP to configure itself at first connection?

    A: The call home process that configures the MiniAP typically takes 20-30 minutes but can take up to 90 minutes.

     

    Device Provisioning and States

    Q: What are the various processes that a device goes through during its life cycle?

    A: A device available for purchase on the Developer Portal goes through the following processes:

    • ORDER PROVISIONING
    • ORDER FULFILLMENT
    • ORDER DEPROVISIONING

    Q: What are the various states that a device goes through during its life cycle?

    A: A device available for purchase on the Developer Portal goes through the following states:

    • A device that has a valid Mac address or Serial number must be provisioned in the SFDP. When successfully provisioned, the device shall enter the SFDP_CREATED state.
    • Once the entry is created in SFDP, the device shall undergo ZTP provisioning. Post provisioning it goes to the ZTP_PROVISIONED state.
    • A device that has an entry in SFDP and is also ZTP Provisioned shall transition to FULFILLED state.
    • If the device is ZTP Provisioned, it is deprovisioned and moves to ZTP DEPROVISIONED state.
    • Post ZTP Deprovisionng, the device undergoes SFDP Deprovisioning and goes to SFDP_DEPROVISIONED state.
    • Post SFDP DeProvisioning, the device is deleted from SFDP and goes to SFDP_DELETED state.
    • If device is to be Retired, it goes to RETIRED state.

    Q: What are the error states that a device could reach during its life cycle

    A: A device could possibly enter the following error states during its life cycle:

    • MISSING_MAC_ID: A new device to be provisioned that does not have a MAC id enters this state.
    • MISSING_TENANT_IN_USER_RECORD: A device who's owner has a missing tenant id enters this state.
    • SFDP_CREATION_FAILED: A device who's provisioning fails in SFDP enters this state.
    • ZTP_PROVISION_FAILED: A device who's ZTP provisioning fails enters this state.
    • ZTP_DELETION_FAILED: A device who's ZTP deprovisioning fails enters this state.
    • SFDP_DELETION_FAILED: A device who's SFDP deprovisioning fails enters this state.

    Firmware

    Q: How do I update firmware on the Milli Dev Kit v1.0?

    A: Refer to this page.

    Q: How do I update firmware on the IOT Edge Router?

    A: Firmware is updated OTA on the IOT Router using SSN's Network Platform. Please contact your SSN representative for getting a firmware update on your IOT Router platform.

    Hardware and Setup

    Q: What physical interfaces are available with the IOT Router?

    A: The IOT Edge Router has the following physical interfaces Ethernet 10/100, HDMI, and two ports for USB 3.0).

    Q: What to do if I get "Service Unavailable" response from a milli Dev Kit v1.0?

    A:  When you are bringing up a new Dev Kit, it will return "Service Unavailable" until you connect a usb cable to the native usb port (on a Arduino M0 Pro) and either connect a terminal app (on your PC) or open the serial monitor window in the Arduino IDE. Once you do this, you can get to sensor data (via CoAP). Once you see debug output, you can disconnect the usb cable and the HDK continues to work. I have also noticed that the HDK continues to work across power cycles. It appears the first time is critical. Note that you need to do this after the Dev Kit connects to the network.

    Q: The miniAP only comes with 1 antenna. Is it for the NAN or WAN?

    A: The miniAP ships with a 3G cellular antenna for WAN connectivity. See: https://developer.ssni.com/miniap-v1-getting-started-guide.

    Software

    Q: How can I get an API key (ClientID and Secret)?

    A: Your client ID and Secret can be obtained from your the Account Settings tab in the My Account area on the DevPortal. On the Account Settings tab select the "ClientID/Secret" label near the top. Click Create New ClientID/Secret. Record these somewhere safe. You can also download the pair.

    Q: What protocols can I use when integrating a sensor with the Milli Dev Kit?

    A: You can use CoAP protocol to integrate a sensor with the Milli Dev Kit.

    Q: What protocols can I use with the IOT Router?

    A: This is a list of common connection protocols supported, however nearly any protocol that can be connected through the interfaces provided with the IOT Edge Router can be used (e.g. USB dongle).

    • IPV4/IPV6
    • RS 232/485
    • BLE, BT4.0
    • 802.11 (800/900MHz, 2.4GHz)
    • 802.15.4 (6LowPan/Zigbee/Thread)
    • Cellular

    Partners

    Q: How can I become a Silver Spring partner?

    A: You can apply to be a Silver Spring Technology Partner by filling out the application form here. To be a Channel Partner, please fill out the application form here

    Support

    Q: How can I get technical support developing my solution?

    A: You can submit a support ticket once you create an account here in the Developer Portal and login. From the Support Tickets tab of the My Account area or from the Support drop-down navigation menu near the top of the Developer Portal pages select Submit a Ticket. Your ticket will be handled by our Developer Support team with most issues being resolved within 1 business day.