OTA Error Code: ssh_jump_host_unreachable
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Background
Section titled “Background”This error occurs when OTA cannot reach the dock or smart cart configured as the SSH jump host. The first checks are whether the correct jump host was selected and whether the asset is actually connected to that jump host.
Troubleshooting Steps
Section titled “Troubleshooting Steps”graph TD
is-asset-on-specified-jump-host{"<small><b>Step 1</b></small><br/>Question: Confirm the asset being deployed to i..."}
correct-jump-host-and-retry["<small><b>Step 2</b></small><br/>Action: Connect the asset to the intended doc..."]
did-corrected-ota-succeed{"<small><b>Step 3</b></small><br/>Question: Did the OTA deploy succeed after corr..."}
attempt-tailscale-ssh{"<small><b>Step 4</b></small><br/>Question: Is the asset connected to a smart car..."}
ssh-into-dock["<small><b>Step 5</b></small><br/>Action: Attempt to Tailscale SSH into the doc..."]
ssh-into-smart-cart["<small><b>Step 6</b></small><br/>Action: Attempt to Tailscale SSH into the sma..."]
can-you-tailscale-ssh{"<small><b>Step 7</b></small><br/>Question: Can you Tailscale SSH into the jump h..."}
identify-jump-host-type{"<small><b>Step 8</b></small><br/>Question: Is the jump host a dock or smart cart?"}
follow-dock-offline["<small><b>Step 9</b></small><br/>Action: Follow the Asset Offline Troubleshoo..."]
resolve-smart-cart-connectivity["<small><b>Step 10</b></small><br/>Action: Resolve the underlying WiFi or ethern..."]
reattempt-ota["<small><b>Step 11</b></small><br/>Action: Reattempt OTA after resolving the jum..."]
did-retried-ota-succeed{"<small><b>Step 12</b></small><br/>Question: Did the OTA deploy succeed after fixi..."}
ota-succeeded["<small><b>Step 13</b></small><br/>Action: No further OTA troubleshooting is nee..."]
escalate-to-ota-support{{"<small><b>Step 14</b></small><br/>Escalation: If you're a maintenance technician, e..."}}
is-asset-on-specified-jump-host -->|Yes| attempt-tailscale-ssh
is-asset-on-specified-jump-host -->|No| correct-jump-host-and-retry
correct-jump-host-and-retry --> did-corrected-ota-succeed
did-corrected-ota-succeed -->|Yes| ota-succeeded
did-corrected-ota-succeed -->|No| attempt-tailscale-ssh
attempt-tailscale-ssh -->|Dock| ssh-into-dock
attempt-tailscale-ssh -->|Smart Cart| ssh-into-smart-cart
ssh-into-dock --> can-you-tailscale-ssh
ssh-into-smart-cart --> can-you-tailscale-ssh
can-you-tailscale-ssh -->|No| identify-jump-host-type
can-you-tailscale-ssh -->|Yes| escalate-to-ota-support
identify-jump-host-type -->|Dock| follow-dock-offline
identify-jump-host-type -->|Smart Cart| resolve-smart-cart-connectivity
follow-dock-offline --> reattempt-ota
resolve-smart-cart-connectivity --> reattempt-ota
reattempt-ota --> did-retried-ota-succeed
did-retried-ota-succeed -->|Yes| ota-succeeded
did-retried-ota-succeed -->|No| escalate-to-ota-support
style is-asset-on-specified-jump-host fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style correct-jump-host-and-retry fill:#dcfce7,stroke:#22c55e,color:#14532d
style did-corrected-ota-succeed fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style attempt-tailscale-ssh fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style ssh-into-dock fill:#dcfce7,stroke:#22c55e,color:#14532d
style ssh-into-smart-cart fill:#dcfce7,stroke:#22c55e,color:#14532d
style can-you-tailscale-ssh fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style identify-jump-host-type fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style follow-dock-offline fill:#dcfce7,stroke:#22c55e,color:#14532d
style resolve-smart-cart-connectivity fill:#dcfce7,stroke:#22c55e,color:#14532d
style reattempt-ota fill:#dcfce7,stroke:#22c55e,color:#14532d
style did-retried-ota-succeed fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style ota-succeeded fill:#dcfce7,stroke:#22c55e,color:#14532d
style escalate-to-ota-support fill:#fef3c7,stroke:#f59e0b,color:#78350f Hover or focus a block to preview it. Select the block to keep the preview open.
1 question
Confirm the asset being deployed to is connected to the specified jump host dock or smart cart. Is it connected to that jump host?
2 action
Connect the asset to the intended dock or smart cart, or update the deploy to use the correct jump host, then reattempt OTA.
3 question
Did the OTA deploy succeed after correcting the jump host?
4 question
Is the asset connected to a smart cart or dock?
5 action
Attempt to Tailscale SSH into the dock. For steps, see SSH into Dock.
6 action
Attempt to Tailscale SSH into the smart cart. For steps, see SSH into Smart Cart.
7 question
Can you Tailscale SSH into the jump host?
8 question
Is the jump host a dock or smart cart?
9 action
Follow the Asset Offline Troubleshooting Landing Page flow, starting from Dock Offline, to resolve the dock connectivity issue.
10 action
Resolve the underlying WiFi or ethernet connection issue on the smart cart.
11 action
Reattempt OTA after resolving the jump host connectivity issue.
12 question
Did the OTA deploy succeed after fixing the jump host connectivity?
13 action
No further OTA troubleshooting is needed for this error.
14 escalation
If you're a maintenance technician, escalate to service engineering using an RFI. If you're a service engineer, escalate to OTA Support On Call.
Resolution note
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