MikroTik offline in Care Portal but online IRL

There may be situations where a MikroTik router appears to be Offline in the Care Portal, but is actually Online at the deployment site, such as the customer's home. It's possible there is an issue with connecting to the Minim-VPN or the traffic-flow. The issue can be resolved, in most cases, by re-enabling the Minim-VPN. Sometimes, you will need to follow up by flipping the IP of the traffic flow target. The traffic flow can get stuck and set it to the other IP of our servers can help it to be “unstuck.”

Follow the below steps to attempt to bring the device back to an Online state in the Care Portal. If the steps were unsuccessful, contact the Minim Customer Success team using the chat or sending an email to support@minim.com. We will work with you to get the device in an Online state in the Care Portal once again.

Troubleshooting steps:

1. Using the terminal (WebSSH, WinBox, Telnet, or RouterOS), run the flowing command.
   /interface enable Minim-VPN
2. Wait 1 minute and check the online status in the Care Portal. If the unit is still not online, please continue to the next step
3. Using the terminal (WebSSH, WinBox, Telnet, or RouterOS), run the flowing command. This will provide you all the available traffic flow targets.
   /ip traffic-flow target print
   
   The results should look similar to the following. Pay attention to the DST-Address. This is the value that will be changed in the next step.
   # SRC-ADDRESS DST-ADDRESS PORT VERSION
0 10.3.252.53 10.0.6.111 3000 9
   
   If you see more than one result or the addresses provided is not 10.0.6.114 or 10.0.6.111 , reach out to the the Minim Customer Success team using the chat or sending an email to support@minim.com. We will let you know how to proceed based on the output provided.
   
   
4. Run one of the following commands to change the IP address. You will either change it to 10.0.6.114 or 10.0.6.111 , which ever IP it is not currently sent to (as seen from the last command). The 0 in the command correlates to the number of the traffic flow target you want to change.
   /ip traffic-flow target set dst-address=10.0.6.111 0
/ip traffic-flow target set dst-address=10.0.6.114 0
   
   For example, if the DST-address is currently 10.0.6.111, then you would run the command to change it to 10.0.6.114.
   
   Please note, both IP addresses (10.0.6.111 and 10.0.6.114) are valid. These IPs are for Minim's servers. We have observed that changing the DST IP from one to the other helps the device to continue to transmit traffic-flow. Any targets with with different addresses were most likely configured by the customer and we do not want to touch them.
   
   
5. After running the command, wait one minute for the change to be applied. The LAN should now show as Online in the Care Portal.

If the LAN is still appearing as Offline after waiting one minute, contact the Minim Customer Success team using the chat or sending an email to support@minim.com. We will work with you to get the device in an Online state in the Care Portal once again.