Smart Cart SSH Failure
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Troubleshooting Steps
Section titled “Troubleshooting Steps”graph TD
are-you-logged-into-tailscale{"<small><b>Step 1</b></small><br/>Question: Are you logged into Tailscale? **NOTE..."}
do-you-have-an-ev2-or-ev3-smart-cart{"<small><b>Step 2</b></small><br/>Question: Do you have an EV2 or EV3 smart cart"}
follow-up-ev2-smart-cart{"<small><b>Step 3</b></small><br/>Question: Is Neo turned on? You should see the ..."}
follow-up-after-neo-turned-on-yes["<small><b>Step 4</b></small><br/>Action: Use https://console.tailscale.com/ad..."]
has-smart-cart-last-been-seen-within-a-month{"<small><b>Step 5</b></small><br/>Question: Has smart cart last been seen within ..."}
smart-cart-last-seen-follow-up["<small><b>Step 6</b></small><br/>Action: Power cycle Thinkcentre by holding po..."]
ssh-into-smart-cart-after-power-cycle["<small><b>Step 7</b></small><br/>Action: SSH into smart cart"]
can-you-successfully-ssh-into-smart-cart{"<small><b>Step 8</b></small><br/>Question: Can you successfully SSH into the Sma..."}
issue-resolved-after-power-cycle-ssh["<small><b>Step 9</b></small><br/>Action: The issue is resolved."]
follow-up-after-power-cycle-ssh["<small><b>Step 10</b></small><br/>Action: Confirm again that you are logged int..."]
confirm-connector-plugged-in-after-power-cycle-ssh["<small><b>Step 11</b></small><br/>Action: Confirm that the connector is plugged..."]
press-white-button-on-neo-after-power-cycle-ssh["<small><b>Step 12</b></small><br/>Action: If needed, press the white button on ..."]
wait-5-minutes-after-power-cycle-ssh["<small><b>Step 13</b></small><br/>Action: Wait 5 minutes."]
ssh-into-smart-cart-after-step-13["<small><b>Step 14</b></small><br/>Action: SSH into smart cart."]
can-you-successfully-ssh-after-step-13{"<small><b>Step 15</b></small><br/>Question: Can you successfully SSH into the sma..."}
issue-resolved-after-step-13["<small><b>Step 16</b></small><br/>Action: The issue is resolved."]
escalate-after-power-cycle-ssh{{"<small><b>Step 17</b></small><br/>Escalation: If you still cannot SSH into the smar..."}}
smart-cart-last-seen-escalate{{"<small><b>Step 18</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
follow-up-after-neo-turned-on-no["<small><b>Step 19</b></small><br/>Action: Press Neo power button."]
is-neo-turned-on-after-power-button{"<small><b>Step 20</b></small><br/>Question: Is Neo turned on?"}
follow-up-after-neo-power-button-no["<small><b>Step 21</b></small><br/>Action: Confirm that the connector is plugged..."]
press-neo-power-button-after-connector-check["<small><b>Step 22</b></small><br/>Action: Press Neo power button."]
is-neo-turned-on-after-connector-power-button{"<small><b>Step 23</b></small><br/>Question: Is Neo turned on?"}
replace-thinkcentre-power-cord-after-neo-check["<small><b>Step 24</b></small><br/>Action: Unplug ThinkCentre power cord. Plug i..."]
press-thinkcentre-power-button-after-cord-replacement["<small><b>Step 25</b></small><br/>Action: Press ThinkCentre power button."]
is-neo-turned-on-after-thinkcentre-power-button{"<small><b>Step 26</b></small><br/>Question: Is Neo turned on?"}
escalate-after-thinkcentre-power-button{{"<small><b>Step 27</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
log-into-tailscale-on-your-device-app["<small><b>Step 28</b></small><br/>Action: Log into Tailscale on your device App."]
did-you-successfully-log-into-tailscale{"<small><b>Step 29</b></small><br/>Question: Did you successfully log into Tailscale?"}
do-you-have-an-ev2-or-ev3-smart-cart-after-tailscale-login{"<small><b>Step 30</b></small><br/>Question: Do you have an EV2 or EV3 smart cart"}
follow-up-ev2-smart-cart-after-tailscale-login{"<small><b>Step 31</b></small><br/>Question: Is Neo turned on? You should see the ..."}
follow-up-after-neo-turned-on-yes-after-tailscale-login["<small><b>Step 32</b></small><br/>Action: Use https://console.tailscale.com/ad..."]
follow-up-after-neo-turned-on-no-after-tailscale-login["<small><b>Step 33</b></small><br/>Action: Press Neo power button."]
is-neo-turned-on-after-power-button-after-tailscale-login{"<small><b>Step 34</b></small><br/>Question: Is Neo turned on?"}
follow-up-after-neo-power-button-no-after-tailscale-login["<small><b>Step 35</b></small><br/>Action: Confirm that the connector is plugged..."]
press-neo-power-button-after-connector-check-after-tailscale-login["<small><b>Step 36</b></small><br/>Action: Press Neo power button."]
is-neo-turned-on-after-connector-power-button-after-tailscale-login{"<small><b>Step 37</b></small><br/>Question: Is Neo turned on?"}
replace-thinkcentre-power-cord-after-neo-check-after-tailscale-login["<small><b>Step 38</b></small><br/>Action: Unplug ThinkCentre power cord. Plug i..."]
press-thinkcentre-power-button-after-cord-replacement-after-tailscale-login["<small><b>Step 39</b></small><br/>Action: Press ThinkCentre power button."]
is-neo-turned-on-after-thinkcentre-power-button-after-tailscale-login{"<small><b>Step 40</b></small><br/>Question: Is Neo turned on?"}
escalate-after-thinkcentre-power-button-after-tailscale-login{{"<small><b>Step 41</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
has-smart-cart-last-been-seen-within-a-month-after-tailscale-login{"<small><b>Step 42</b></small><br/>Question: Has smart cart last been seen within ..."}
smart-cart-last-seen-follow-up-after-tailscale-login["<small><b>Step 43</b></small><br/>Action: Power cycle Thinkcentre by holding po..."]
ssh-into-smart-cart-after-power-cycle-after-tailscale-login["<small><b>Step 44</b></small><br/>Action: SSH into smart cart"]
can-you-successfully-ssh-into-smart-cart-after-tailscale-login{"<small><b>Step 45</b></small><br/>Question: Can you successfully SSH into the Sma..."}
issue-resolved-after-power-cycle-ssh-after-tailscale-login["<small><b>Step 46</b></small><br/>Action: The issue is resolved."]
follow-up-after-power-cycle-ssh-after-tailscale-login["<small><b>Step 47</b></small><br/>Action: Confirm again that you are logged int..."]
confirm-connector-plugged-in-after-power-cycle-ssh-after-tailscale-login["<small><b>Step 48</b></small><br/>Action: Confirm that the connector is plugged..."]
press-white-button-on-neo-after-power-cycle-ssh-after-tailscale-login["<small><b>Step 49</b></small><br/>Action: If needed, press the white button on ..."]
wait-5-minutes-after-power-cycle-ssh-after-tailscale-login["<small><b>Step 50</b></small><br/>Action: Wait 5 minutes."]
ssh-into-smart-cart-after-step-13-after-tailscale-login["<small><b>Step 51</b></small><br/>Action: SSH into smart cart."]
can-you-successfully-ssh-after-step-13-after-tailscale-login{"<small><b>Step 52</b></small><br/>Question: Can you successfully SSH into the sma..."}
issue-resolved-after-step-13-after-tailscale-login["<small><b>Step 53</b></small><br/>Action: The issue is resolved."]
escalate-after-power-cycle-ssh-after-tailscale-login{{"<small><b>Step 54</b></small><br/>Escalation: If you still cannot SSH into the smar..."}}
smart-cart-last-seen-escalate-after-tailscale-login{{"<small><b>Step 55</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
check-thinkcenter-for-power-light["<small><b>Step 56</b></small><br/>Action: Check ThinkCenter for power light. !..."]
power-light-is-on-initial{"<small><b>Step 57</b></small><br/>Question: Is the power light on?"}
escalate-initial["<small><b>Step 58</b></small><br/>Action: Use https://console.tailscale.com/ad..."]
has-smart-cart-last-been-seen-after-step-28{"<small><b>Step 59</b></small><br/>Question: Has smart cart last been seen within ..."}
power-cycle-thinkcentre-after-step-28["<small><b>Step 60</b></small><br/>Action: Power cycle Thinkcentre by holding po..."]
ssh-into-smart-cart-after-step-30["<small><b>Step 61</b></small><br/>Action: SSH into smart cart."]
can-you-successfully-ssh-after-step-31{"<small><b>Step 62</b></small><br/>Question: Can you successfully SSH into the Sma..."}
issue-resolved-after-step-31["<small><b>Step 63</b></small><br/>Action: The issue is resolved."]
confirm-tailscale-after-step-31["<small><b>Step 64</b></small><br/>Action: Confirm again that you are logged int..."]
confirm-connector-after-step-34["<small><b>Step 65</b></small><br/>Action: Confirm that the connector is plugged..."]
press-thinkcentre-button-after-step-34["<small><b>Step 66</b></small><br/>Action: If needed, press the white button on ..."]
wait-5-minutes-after-step-34["<small><b>Step 67</b></small><br/>Action: Wait 5 minutes."]
ssh-into-smart-cart-after-step-37["<small><b>Step 68</b></small><br/>Action: SSH into smart cart."]
can-you-successfully-ssh-after-step-37{"<small><b>Step 69</b></small><br/>Question: Can you successfully SSH into the Sma..."}
issue-resolved-after-step-37["<small><b>Step 70</b></small><br/>Action: The issue is resolved."]
escalate-after-step-37{{"<small><b>Step 71</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
escalate-after-step-28-last-seen{{"<small><b>Step 72</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
press-thinkcenter-power-button["<small><b>Step 73</b></small><br/>Action: Press ThinkCenter power button."]
is-power-light-on-after-button{"<small><b>Step 74</b></small><br/>Question: Is power light on?"}
follow-up-ssh["<small><b>Step 75</b></small><br/>Action: SSH into smart cart."]
can-you-successfully-ssh-after-step-48{"<small><b>Step 76</b></small><br/>Question: Can you successfully SSH into the sma..."}
issue-resolved-after-step-48["<small><b>Step 77</b></small><br/>Action: The issue is resolved."]
follow-up-after-step-48["<small><b>Step 78</b></small><br/>Action: Confirm again that you are logged int..."]
wait-5-minutes-after-step-51["<small><b>Step 79</b></small><br/>Action: Wait 5 minutes."]
ssh-into-smart-cart-after-step-51["<small><b>Step 80</b></small><br/>Action: SSH into smart cart."]
can-you-successfully-ssh-after-step-51{"<small><b>Step 81</b></small><br/>Question: Can you successfully SSH into the sma..."}
issue-resolved-after-step-51["<small><b>Step 82</b></small><br/>Action: The issue is resolved."]
escalate-after-step-51{{"<small><b>Step 83</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
unplug-and-plug-in-smart-cart-power-cord["<small><b>Step 84</b></small><br/>Action: Unplug smart cart power cord and plug..."]
power-light-is-on-after-smart-cart-cord{"<small><b>Step 85</b></small><br/>Question: Is the power light on?"}
continue-maintenance-after-smart-cart-cord{"<small><b>Step 86</b></small><br/>Question: Can you SSH into the Smart cart?"}
issue-resolved-after-ssh["<small><b>Step 87</b></small><br/>Action: The issue is resolved"]
follow-up-after-ssh["<small><b>Step 88</b></small><br/>Action: Use https://console.tailscale.com/ad..."]
has-smart-cart-last-been-seen-after-action-61{"<small><b>Step 89</b></small><br/>Question: Has smart cart last been seen within ..."}
follow-up-after-question-62["<small><b>Step 90</b></small><br/>Action: Power cycle Thinkcentre by holding po..."]
ssh-into-smart-cart-after-action-63["<small><b>Step 91</b></small><br/>Action: SSH into smart cart."]
can-you-successfully-ssh-after-action-64{"<small><b>Step 92</b></small><br/>Question: Can you successfully SSH into the Sma..."}
issue-resolved-after-action-64["<small><b>Step 93</b></small><br/>Action: The issue is resolved."]
confirm-tailscale-after-action-64{{"<small><b>Step 94</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
escalate-after-question-62{{"<small><b>Step 95</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
plug-in-different-smart-cart-power-cord["<small><b>Step 96</b></small><br/>Action: Plug in different smart cart power cord."]
power-light-is-on-after-different-cart-cord{"<small><b>Step 97</b></small><br/>Question: Is the power light on?"}
replace-power-cord-continue-maintenance{"<small><b>Step 98</b></small><br/>Question: Can you SSH into smart cart?"}
replace-power-cord-resolved["<small><b>Step 99</b></small><br/>Action: Replace power cord. The issue is reso..."]
plug-in-different-thinkcenter-power-cord["<small><b>Step 100</b></small><br/>Action: Plug in different ThinkCenter power c..."]
power-light-is-on-after-thinkcenter-cord{"<small><b>Step 101</b></small><br/>Question: Is the power light on?"}
replace-thinkcenter["<small><b>Step 102</b></small><br/>Action: Replace ThinkCenter. See Pelican Smar..."]
tug-test-ac-input-wires["<small><b>Step 103</b></small><br/>Action: Perform gentle tug test on the AC Inp..."]
ferrules-stay-in-terminal-block{"<small><b>Step 104</b></small><br/>Question: Do the ferrules stay in the terminal ..."}
check-ferrules-for-damage["<small><b>Step 105</b></small><br/>Action: Check ferrules for damage. See Inspec..."]
ferrules-are-damaged{"<small><b>Step 106</b></small><br/>Question: Are the ferrules damaged?"}
replace-ferrules-attempt-connection["<small><b>Step 107</b></small><br/>Action: Replace ferrules and attempt connection."]
perform-continuity-resistance-test["<small><b>Step 108</b></small><br/>Action: Perform continuity check. See Connect..."]
continuity-resistance-check-pass{"<small><b>Step 109</b></small><br/>Question: Continuity check pass?"}
escalate-continuity{{"<small><b>Step 110</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
failure-modes{"<small><b>Step 111</b></small><br/>Question: Failure Modes"}
replace-power-entry-module-assy["<small><b>Step 112</b></small><br/>Action: Replace power entry module assembly. ..."]
inspect-ferrule-ac-input-wire["<small><b>Step 113</b></small><br/>Action: Inspect ferrule."]
ferrule-damaged-ac-input-wire{"<small><b>Step 114</b></small><br/>Question: Is there a damaged ferrule?"}
replace-power-entry-module-assembly-ac-input["<small><b>Step 115</b></small><br/>Action: Replace power entry module assembly. ..."]
tighten-terminal-block-on-ferrule["<small><b>Step 116</b></small><br/>Action: Tighten down terminal block on ferrule."]
failure-ac-input-wire-after-tightening{"<small><b>Step 117</b></small><br/>Question: Is there still a failure across the A..."}
replace-power-entry-module-after-tightening["<small><b>Step 118</b></small><br/>Action: Replace power entry module assembly. ..."]
continue-maintenance-after-tightening["<small><b>Step 119</b></small><br/>Action: Press Thinkcenter power button and ch..."]
thinkcenter-power-light-on-after-button{"<small><b>Step 120</b></small><br/>Question: Is the Thinkcenter power light on?"}
ssh-into-smart-cart-after-power-button["<small><b>Step 121</b></small><br/>Action: SSH into smart cart."]
ssh-successful-after-power-button{"<small><b>Step 122</b></small><br/>Question: SSH successful?"}
escalate-follow-up-after-ssh{{"<small><b>Step 123</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
escalate-follow-up-after-power-button{{"<small><b>Step 124</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
inspect-ferrule-terminal-block["<small><b>Step 125</b></small><br/>Action: Inspect ferrules. See Inspect Ferrule..."]
ferrule-damaged-terminal-block{"<small><b>Step 126</b></small><br/>Question: Is there damage to any of the ferrules?"}
replace-ferrule-replace-power-cable["<small><b>Step 127</b></small><br/>Action: Replace AC Power Cable/AC Power Cable..."]
reinstall-ferrule-tighten-terminal-block["<small><b>Step 128</b></small><br/>Action: Reinstall ferrule and tighten down te..."]
forward-copy-step-7-ssh["<small><b>Step 129</b></small><br/>Action: SSH into smart cart"]
forward-copy-step-8-ssh-question{"<small><b>Step 130</b></small><br/>Question: Can you successfully SSH into the Sma..."}
forward-copy-step-9-ssh-resolved["<small><b>Step 131</b></small><br/>Action: The issue is resolved."]
forward-copy-step-10-tailscale["<small><b>Step 132</b></small><br/>Action: Confirm again that you are logged int..."]
forward-copy-step-11-connector["<small><b>Step 133</b></small><br/>Action: Confirm that the connector is plugged..."]
forward-copy-step-12-neo-button["<small><b>Step 134</b></small><br/>Action: If needed, press the white button on ..."]
forward-copy-step-13-wait["<small><b>Step 135</b></small><br/>Action: Wait 5 minutes."]
forward-copy-step-14-ssh["<small><b>Step 136</b></small><br/>Action: SSH into smart cart."]
forward-copy-step-15-ssh-question{"<small><b>Step 137</b></small><br/>Question: Can you successfully SSH into the sma..."}
forward-copy-step-16-ssh-resolved["<small><b>Step 138</b></small><br/>Action: The issue is resolved."]
forward-copy-step-17-ssh-escalation{{"<small><b>Step 139</b></small><br/>Escalation: If you still cannot SSH into the smar..."}}
forward-copy-step-61-last-seen["<small><b>Step 140</b></small><br/>Action: Use https://console.tailscale.com/ad..."]
forward-copy-step-62-last-seen-question{"<small><b>Step 141</b></small><br/>Question: Has smart cart last been seen within ..."}
forward-copy-step-63-power-cycle["<small><b>Step 142</b></small><br/>Action: Power cycle Thinkcentre by holding po..."]
forward-copy-step-64-ssh["<small><b>Step 143</b></small><br/>Action: SSH into smart cart."]
forward-copy-step-65-ssh-question{"<small><b>Step 144</b></small><br/>Question: Can you successfully SSH into the Sma..."}
forward-copy-step-66-ssh-resolved["<small><b>Step 145</b></small><br/>Action: The issue is resolved."]
forward-copy-step-67-escalation{{"<small><b>Step 146</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
forward-copy-step-68-escalation{{"<small><b>Step 147</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
forward-copy-step-92-maintenance["<small><b>Step 148</b></small><br/>Action: Press Thinkcenter power button and ch..."]
forward-copy-step-93-power-light{"<small><b>Step 149</b></small><br/>Question: Is the Thinkcenter power light on?"}
forward-copy-step-94-ssh["<small><b>Step 150</b></small><br/>Action: SSH into smart cart."]
forward-copy-step-95-ssh-question{"<small><b>Step 151</b></small><br/>Question: SSH successful?"}
forward-copy-step-96-escalation{{"<small><b>Step 152</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
forward-copy-step-97-escalation{{"<small><b>Step 153</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
forward-copy-step-60-resolved["<small><b>Step 154</b></small><br/>Action: The issue is resolved"]
escalate-tailscale-login-to-ask-it{{"<small><b>Step 155</b></small><br/>Escalation: Create an IT ticket using Ask-IT."}}
forward-copy-step-156-maintenance-after-ferrule["<small><b>Step 156</b></small><br/>Action: Press Thinkcenter power button and ch..."]
forward-copy-step-157-power-light-after-ferrule{"<small><b>Step 157</b></small><br/>Question: Is the Thinkcenter power light on?"}
forward-copy-step-158-ssh-after-ferrule["<small><b>Step 158</b></small><br/>Action: SSH into smart cart."]
forward-copy-step-159-ssh-question-after-ferrule{"<small><b>Step 159</b></small><br/>Question: SSH successful?"}
forward-copy-step-160-resolved-after-ferrule["<small><b>Step 160</b></small><br/>Action: The issue is resolved"]
forward-copy-step-161-escalation-after-ferrule{{"<small><b>Step 161</b></small><br/>Escalation: Escalate to P2 Smart Carts."}}
are-you-logged-into-tailscale -->|Yes| do-you-have-an-ev2-or-ev3-smart-cart
are-you-logged-into-tailscale -->|No| log-into-tailscale-on-your-device-app
do-you-have-an-ev2-or-ev3-smart-cart -->|EV2| follow-up-ev2-smart-cart
do-you-have-an-ev2-or-ev3-smart-cart -->|EV3| check-thinkcenter-for-power-light
follow-up-ev2-smart-cart -->|Yes| follow-up-after-neo-turned-on-yes
follow-up-ev2-smart-cart -->|No| follow-up-after-neo-turned-on-no
follow-up-after-neo-turned-on-yes --> has-smart-cart-last-been-seen-within-a-month
has-smart-cart-last-been-seen-within-a-month -->|Yes| smart-cart-last-seen-follow-up
has-smart-cart-last-been-seen-within-a-month -->|No| smart-cart-last-seen-escalate
smart-cart-last-seen-follow-up --> ssh-into-smart-cart-after-power-cycle
ssh-into-smart-cart-after-power-cycle --> can-you-successfully-ssh-into-smart-cart
can-you-successfully-ssh-into-smart-cart -->|Yes| issue-resolved-after-power-cycle-ssh
can-you-successfully-ssh-into-smart-cart -->|No| follow-up-after-power-cycle-ssh
follow-up-after-power-cycle-ssh --> confirm-connector-plugged-in-after-power-cycle-ssh
confirm-connector-plugged-in-after-power-cycle-ssh --> press-white-button-on-neo-after-power-cycle-ssh
press-white-button-on-neo-after-power-cycle-ssh --> wait-5-minutes-after-power-cycle-ssh
wait-5-minutes-after-power-cycle-ssh --> ssh-into-smart-cart-after-step-13
ssh-into-smart-cart-after-step-13 --> can-you-successfully-ssh-after-step-13
can-you-successfully-ssh-after-step-13 -->|Yes| issue-resolved-after-step-13
can-you-successfully-ssh-after-step-13 -->|No| escalate-after-power-cycle-ssh
follow-up-after-neo-turned-on-no --> is-neo-turned-on-after-power-button
is-neo-turned-on-after-power-button -->|Yes| forward-copy-step-7-ssh
is-neo-turned-on-after-power-button -->|No| follow-up-after-neo-power-button-no
follow-up-after-neo-power-button-no --> press-neo-power-button-after-connector-check
press-neo-power-button-after-connector-check --> is-neo-turned-on-after-connector-power-button
is-neo-turned-on-after-connector-power-button -->|Yes| forward-copy-step-7-ssh
is-neo-turned-on-after-connector-power-button -->|No| replace-thinkcentre-power-cord-after-neo-check
replace-thinkcentre-power-cord-after-neo-check --> press-thinkcentre-power-button-after-cord-replacement
press-thinkcentre-power-button-after-cord-replacement --> is-neo-turned-on-after-thinkcentre-power-button
is-neo-turned-on-after-thinkcentre-power-button -->|Yes| forward-copy-step-7-ssh
is-neo-turned-on-after-thinkcentre-power-button -->|No| escalate-after-thinkcentre-power-button
log-into-tailscale-on-your-device-app --> did-you-successfully-log-into-tailscale
did-you-successfully-log-into-tailscale -->|Yes| do-you-have-an-ev2-or-ev3-smart-cart-after-tailscale-login
did-you-successfully-log-into-tailscale -->|No| escalate-tailscale-login-to-ask-it
do-you-have-an-ev2-or-ev3-smart-cart-after-tailscale-login -->|EV2| follow-up-ev2-smart-cart-after-tailscale-login
do-you-have-an-ev2-or-ev3-smart-cart-after-tailscale-login -->|EV3| check-thinkcenter-for-power-light
follow-up-ev2-smart-cart-after-tailscale-login -->|Yes| follow-up-after-neo-turned-on-yes-after-tailscale-login
follow-up-ev2-smart-cart-after-tailscale-login -->|No| follow-up-after-neo-turned-on-no-after-tailscale-login
follow-up-after-neo-turned-on-yes-after-tailscale-login --> has-smart-cart-last-been-seen-within-a-month-after-tailscale-login
follow-up-after-neo-turned-on-no-after-tailscale-login --> is-neo-turned-on-after-power-button-after-tailscale-login
is-neo-turned-on-after-power-button-after-tailscale-login -->|Yes| forward-copy-step-7-ssh
is-neo-turned-on-after-power-button-after-tailscale-login -->|No| follow-up-after-neo-power-button-no-after-tailscale-login
follow-up-after-neo-power-button-no-after-tailscale-login --> press-neo-power-button-after-connector-check-after-tailscale-login
press-neo-power-button-after-connector-check-after-tailscale-login --> is-neo-turned-on-after-connector-power-button-after-tailscale-login
is-neo-turned-on-after-connector-power-button-after-tailscale-login -->|Yes| forward-copy-step-7-ssh
is-neo-turned-on-after-connector-power-button-after-tailscale-login -->|No| replace-thinkcentre-power-cord-after-neo-check-after-tailscale-login
replace-thinkcentre-power-cord-after-neo-check-after-tailscale-login --> press-thinkcentre-power-button-after-cord-replacement-after-tailscale-login
press-thinkcentre-power-button-after-cord-replacement-after-tailscale-login --> is-neo-turned-on-after-thinkcentre-power-button-after-tailscale-login
is-neo-turned-on-after-thinkcentre-power-button-after-tailscale-login -->|Yes| forward-copy-step-7-ssh
is-neo-turned-on-after-thinkcentre-power-button-after-tailscale-login -->|No| escalate-after-thinkcentre-power-button-after-tailscale-login
has-smart-cart-last-been-seen-within-a-month-after-tailscale-login -->|Yes| smart-cart-last-seen-follow-up-after-tailscale-login
has-smart-cart-last-been-seen-within-a-month-after-tailscale-login -->|No| smart-cart-last-seen-escalate-after-tailscale-login
smart-cart-last-seen-follow-up-after-tailscale-login --> ssh-into-smart-cart-after-power-cycle-after-tailscale-login
ssh-into-smart-cart-after-power-cycle-after-tailscale-login --> can-you-successfully-ssh-into-smart-cart-after-tailscale-login
can-you-successfully-ssh-into-smart-cart-after-tailscale-login -->|Yes| issue-resolved-after-power-cycle-ssh-after-tailscale-login
can-you-successfully-ssh-into-smart-cart-after-tailscale-login -->|No| follow-up-after-power-cycle-ssh-after-tailscale-login
follow-up-after-power-cycle-ssh-after-tailscale-login --> confirm-connector-plugged-in-after-power-cycle-ssh-after-tailscale-login
confirm-connector-plugged-in-after-power-cycle-ssh-after-tailscale-login --> press-white-button-on-neo-after-power-cycle-ssh-after-tailscale-login
press-white-button-on-neo-after-power-cycle-ssh-after-tailscale-login --> wait-5-minutes-after-power-cycle-ssh-after-tailscale-login
wait-5-minutes-after-power-cycle-ssh-after-tailscale-login --> ssh-into-smart-cart-after-step-13-after-tailscale-login
ssh-into-smart-cart-after-step-13-after-tailscale-login --> can-you-successfully-ssh-after-step-13-after-tailscale-login
can-you-successfully-ssh-after-step-13-after-tailscale-login -->|Yes| issue-resolved-after-step-13-after-tailscale-login
can-you-successfully-ssh-after-step-13-after-tailscale-login -->|No| escalate-after-power-cycle-ssh-after-tailscale-login
check-thinkcenter-for-power-light --> power-light-is-on-initial
power-light-is-on-initial -->|Yes| escalate-initial
power-light-is-on-initial -->|No| press-thinkcenter-power-button
escalate-initial --> has-smart-cart-last-been-seen-after-step-28
has-smart-cart-last-been-seen-after-step-28 -->|Yes| power-cycle-thinkcentre-after-step-28
has-smart-cart-last-been-seen-after-step-28 -->|No| escalate-after-step-28-last-seen
power-cycle-thinkcentre-after-step-28 --> ssh-into-smart-cart-after-step-30
ssh-into-smart-cart-after-step-30 --> can-you-successfully-ssh-after-step-31
can-you-successfully-ssh-after-step-31 -->|Yes| issue-resolved-after-step-31
can-you-successfully-ssh-after-step-31 -->|No| confirm-tailscale-after-step-31
confirm-tailscale-after-step-31 --> confirm-connector-after-step-34
confirm-connector-after-step-34 --> press-thinkcentre-button-after-step-34
press-thinkcentre-button-after-step-34 --> wait-5-minutes-after-step-34
wait-5-minutes-after-step-34 --> ssh-into-smart-cart-after-step-37
ssh-into-smart-cart-after-step-37 --> can-you-successfully-ssh-after-step-37
can-you-successfully-ssh-after-step-37 -->|Yes| issue-resolved-after-step-37
can-you-successfully-ssh-after-step-37 -->|No| escalate-after-step-37
press-thinkcenter-power-button --> is-power-light-on-after-button
is-power-light-on-after-button -->|Yes| follow-up-ssh
is-power-light-on-after-button -->|No| unplug-and-plug-in-smart-cart-power-cord
follow-up-ssh --> can-you-successfully-ssh-after-step-48
can-you-successfully-ssh-after-step-48 -->|Yes| issue-resolved-after-step-48
can-you-successfully-ssh-after-step-48 -->|No| follow-up-after-step-48
follow-up-after-step-48 --> wait-5-minutes-after-step-51
wait-5-minutes-after-step-51 --> ssh-into-smart-cart-after-step-51
ssh-into-smart-cart-after-step-51 --> can-you-successfully-ssh-after-step-51
can-you-successfully-ssh-after-step-51 -->|Yes| issue-resolved-after-step-51
can-you-successfully-ssh-after-step-51 -->|No| escalate-after-step-51
unplug-and-plug-in-smart-cart-power-cord --> power-light-is-on-after-smart-cart-cord
power-light-is-on-after-smart-cart-cord -->|Yes| continue-maintenance-after-smart-cart-cord
power-light-is-on-after-smart-cart-cord -->|No| plug-in-different-smart-cart-power-cord
continue-maintenance-after-smart-cart-cord -->|Yes| issue-resolved-after-ssh
continue-maintenance-after-smart-cart-cord -->|No| follow-up-after-ssh
follow-up-after-ssh --> has-smart-cart-last-been-seen-after-action-61
has-smart-cart-last-been-seen-after-action-61 -->|Yes| follow-up-after-question-62
has-smart-cart-last-been-seen-after-action-61 -->|No| escalate-after-question-62
follow-up-after-question-62 --> ssh-into-smart-cart-after-action-63
ssh-into-smart-cart-after-action-63 --> can-you-successfully-ssh-after-action-64
can-you-successfully-ssh-after-action-64 -->|Yes| issue-resolved-after-action-64
can-you-successfully-ssh-after-action-64 -->|No| confirm-tailscale-after-action-64
plug-in-different-smart-cart-power-cord --> power-light-is-on-after-different-cart-cord
power-light-is-on-after-different-cart-cord -->|Yes| replace-power-cord-continue-maintenance
power-light-is-on-after-different-cart-cord -->|No| plug-in-different-thinkcenter-power-cord
replace-power-cord-continue-maintenance -->|Yes| replace-power-cord-resolved
replace-power-cord-continue-maintenance -->|No| forward-copy-step-61-last-seen
plug-in-different-thinkcenter-power-cord --> power-light-is-on-after-thinkcenter-cord
power-light-is-on-after-thinkcenter-cord -->|Yes| tug-test-ac-input-wires
power-light-is-on-after-thinkcenter-cord -->|No| replace-thinkcenter
tug-test-ac-input-wires --> ferrules-stay-in-terminal-block
ferrules-stay-in-terminal-block -->|Yes| perform-continuity-resistance-test
ferrules-stay-in-terminal-block -->|No| check-ferrules-for-damage
check-ferrules-for-damage --> ferrules-are-damaged
ferrules-are-damaged -->|Yes| replace-ferrules-attempt-connection
ferrules-are-damaged -->|No| perform-continuity-resistance-test
replace-ferrules-attempt-connection --> perform-continuity-resistance-test
perform-continuity-resistance-test --> continuity-resistance-check-pass
continuity-resistance-check-pass -->|Yes| escalate-continuity
continuity-resistance-check-pass -->|No| failure-modes
failure-modes -->|Failure across Power Entry ...| replace-power-entry-module-assy
failure-modes -->|Failure across AC Input wire| inspect-ferrule-ac-input-wire
failure-modes -->|Failure across terminal block| inspect-ferrule-terminal-block
inspect-ferrule-ac-input-wire --> ferrule-damaged-ac-input-wire
ferrule-damaged-ac-input-wire -->|Yes| replace-power-entry-module-assembly-ac-input
ferrule-damaged-ac-input-wire -->|No| tighten-terminal-block-on-ferrule
tighten-terminal-block-on-ferrule --> failure-ac-input-wire-after-tightening
failure-ac-input-wire-after-tightening -->|Yes| replace-power-entry-module-after-tightening
failure-ac-input-wire-after-tightening -->|No| continue-maintenance-after-tightening
continue-maintenance-after-tightening --> thinkcenter-power-light-on-after-button
thinkcenter-power-light-on-after-button -->|Yes| ssh-into-smart-cart-after-power-button
thinkcenter-power-light-on-after-button -->|No| escalate-follow-up-after-power-button
ssh-into-smart-cart-after-power-button --> ssh-successful-after-power-button
ssh-successful-after-power-button -->|Yes| forward-copy-step-60-resolved
ssh-successful-after-power-button -->|No| escalate-follow-up-after-ssh
inspect-ferrule-terminal-block --> ferrule-damaged-terminal-block
ferrule-damaged-terminal-block -->|Yes| replace-ferrule-replace-power-cable
ferrule-damaged-terminal-block -->|No| reinstall-ferrule-tighten-terminal-block
replace-ferrule-replace-power-cable --> forward-copy-step-156-maintenance-after-ferrule
reinstall-ferrule-tighten-terminal-block --> forward-copy-step-156-maintenance-after-ferrule
forward-copy-step-7-ssh --> forward-copy-step-8-ssh-question
forward-copy-step-8-ssh-question -->|Yes| forward-copy-step-9-ssh-resolved
forward-copy-step-8-ssh-question -->|No| forward-copy-step-10-tailscale
forward-copy-step-10-tailscale --> forward-copy-step-11-connector
forward-copy-step-11-connector --> forward-copy-step-12-neo-button
forward-copy-step-12-neo-button --> forward-copy-step-13-wait
forward-copy-step-13-wait --> forward-copy-step-14-ssh
forward-copy-step-14-ssh --> forward-copy-step-15-ssh-question
forward-copy-step-15-ssh-question -->|Yes| forward-copy-step-16-ssh-resolved
forward-copy-step-15-ssh-question -->|No| forward-copy-step-17-ssh-escalation
forward-copy-step-61-last-seen --> forward-copy-step-62-last-seen-question
forward-copy-step-62-last-seen-question -->|Yes| forward-copy-step-63-power-cycle
forward-copy-step-62-last-seen-question -->|No| forward-copy-step-68-escalation
forward-copy-step-63-power-cycle --> forward-copy-step-64-ssh
forward-copy-step-64-ssh --> forward-copy-step-65-ssh-question
forward-copy-step-65-ssh-question -->|Yes| forward-copy-step-66-ssh-resolved
forward-copy-step-65-ssh-question -->|No| forward-copy-step-67-escalation
forward-copy-step-92-maintenance --> forward-copy-step-93-power-light
forward-copy-step-93-power-light -->|Yes| forward-copy-step-94-ssh
forward-copy-step-93-power-light -->|No| forward-copy-step-97-escalation
forward-copy-step-94-ssh --> forward-copy-step-95-ssh-question
forward-copy-step-95-ssh-question -->|Yes| forward-copy-step-60-resolved
forward-copy-step-95-ssh-question -->|No| forward-copy-step-96-escalation
forward-copy-step-156-maintenance-after-ferrule --> forward-copy-step-157-power-light-after-ferrule
forward-copy-step-157-power-light-after-ferrule -->|Yes| forward-copy-step-158-ssh-after-ferrule
forward-copy-step-157-power-light-after-ferrule -->|No| forward-copy-step-161-escalation-after-ferrule
forward-copy-step-158-ssh-after-ferrule --> forward-copy-step-159-ssh-question-after-ferrule
forward-copy-step-159-ssh-question-after-ferrule -->|Yes| forward-copy-step-160-resolved-after-ferrule
forward-copy-step-159-ssh-question-after-ferrule -->|No| forward-copy-step-161-escalation-after-ferrule
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style escalate-follow-up-after-ssh fill:#fef3c7,stroke:#f59e0b,color:#78350f
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style forward-copy-step-161-escalation-after-ferrule fill:#fef3c7,stroke:#f59e0b,color:#78350f Hover or focus a block to preview it. Select the block to keep the preview open.
1 question
Are you logged into Tailscale?
NOTE: You should see “Tailscale Connected” on your computer.
NOTE: You should see “Tailscale Connected” on your computer.
2 question
Do you have an EV2 or EV3 smart cart
3 question
Is Neo turned on? You should see the following lights:
4 action
Use https://console.tailscale.com/admin/machines?q= to check the "LAST SEEN" status of the smart cart
5 question
Has smart cart last been seen within a month?
6 action
Power cycle Thinkcentre by holding power button for 10 seconds.
7 action
SSH into smart cart
8 question
Can you successfully SSH into the Smart cart?
9 action
The issue is resolved.
10 action
Confirm again that you are logged into Tailscale
11 action
Confirm that the connector is plugged in.
13 action
Wait 5 minutes.
14 action
SSH into smart cart.
15 question
Can you successfully SSH into the smart cart?
16 action
The issue is resolved.
17 escalation
If you still cannot SSH into the smart cart, escalate to P2 Smart Carts.
18 escalation
Escalate to P2 Smart Carts.
19 action
Press Neo power button.
24 action
Unplug ThinkCentre power cord. Plug in a new ThinkCentre power cord.
28 action
Log into Tailscale on your device App.
29 question
Did you successfully log into Tailscale?
30 question
Do you have an EV2 or EV3 smart cart
31 question
Is Neo turned on? You should see the following lights:
32 action
Use https://console.tailscale.com/admin/machines?q= to check the "LAST SEEN" status of the smart cart
33 action
Press Neo power button.
38 action
Unplug ThinkCentre power cord. Plug in a new ThinkCentre power cord.
42 question
Has smart cart last been seen within a month?
43 action
Power cycle Thinkcentre by holding power button for 10 seconds.
44 action
SSH into smart cart
45 question
Can you successfully SSH into the Smart cart?
46 action
The issue is resolved.
47 action
Confirm again that you are logged into Tailscale
48 action
Confirm that the connector is plugged in.
50 action
Wait 5 minutes.
51 action
SSH into smart cart.
52 question
Can you successfully SSH into the smart cart?
53 action
The issue is resolved.
54 escalation
If you still cannot SSH into the smart cart, escalate to P2 Smart Carts.
55 escalation
Escalate to P2 Smart Carts.
56 action
Check ThinkCenter for power light.
57 question
Is the power light on?
58 action
Use https://console.tailscale.com/admin/machines?q= to check the "LAST SEEN" status of the smart cart
59 question
Has smart cart last been seen within a month?
60 action
Power cycle Thinkcentre by holding power button for 10 seconds.
61 action
SSH into smart cart.
62 question
Can you successfully SSH into the Smart Cart?
63 action
The issue is resolved.
64 action
Confirm again that you are logged into Tailscale.
65 action
Confirm that the connector is plugged in.
67 action
Wait 5 minutes.
68 action
SSH into smart cart.
69 question
Can you successfully SSH into the Smart Cart?
70 action
The issue is resolved.
71 escalation
Escalate to P2 Smart Carts.
72 escalation
Escalate to P2 Smart Carts.
75 action
SSH into smart cart.
76 question
Can you successfully SSH into the smart cart?
77 action
The issue is resolved.
78 action
Confirm again that you are logged into Tailscale.
79 action
Wait 5 minutes.
80 action
SSH into smart cart.
81 question
Can you successfully SSH into the smart cart?
82 action
The issue is resolved.
83 escalation
Escalate to P2 Smart Carts.
84 action
Unplug smart cart power cord and plug it back in.
85 question
Is the power light on?
86 question
Can you SSH into the Smart cart?
87 action
The issue is resolved
88 action
Use https://console.tailscale.com/admin/machines?q= to check the "LAST SEEN" status of the smart cart
89 question
Has smart cart last been seen within a month?
90 action
Power cycle Thinkcentre by holding power button for 10 seconds.
91 action
SSH into smart cart.
92 question
Can you successfully SSH into the Smart Cart?
93 action
The issue is resolved.
94 escalation
Escalate to P2 Smart Carts.
95 escalation
Escalate to P2 Smart Carts.
96 action
Plug in different smart cart power cord.
97 question
Is the power light on?
98 question
Can you SSH into smart cart?
99 action
Replace power cord. The issue is resolved.
100 action
Plug in different ThinkCenter power cord.
101 question
Is the power light on?
102 action
Replace ThinkCenter. See Pelican Smart Cart ThinkCentre MX for replacement instructions.
103 action
Perform gentle tug test on the AC Input wires at the terminal block. See Connection troubleshooting for instructions.
104 question
Do the ferrules stay in the terminal block?
105 action
Check ferrules for damage. See Inspect Ferrule for instructions.
106 question
Are the ferrules damaged?
107 action
Replace ferrules and attempt connection.
108 action
Perform continuity check. See Connection troubleshooting for instructions.
109 question
Continuity check pass?
110 escalation
Escalate to P2 Smart Carts.
111 question
Failure Modes
112 action
Replace power entry module assembly. See Remove the Power Entry Module for removal instructions and Install the Power Entry Module for installation instructions.
113 action
Inspect ferrule.
114 question
Is there a damaged ferrule?
115 action
Replace power entry module assembly. See Remove the Power Entry Module for removal instructions and Install the Power Entry Module for installation instructions.
116 action
Tighten down terminal block on ferrule.
117 question
Is there still a failure across the AC Input wire?
118 action
Replace power entry module assembly. See Remove the Power Entry Module for removal instructions and Install the Power Entry Module for installation instructions.
119 action
Press Thinkcenter power button and check if Thinkcenter turns on
123 escalation
Escalate to P2 Smart Carts.
125 action
Inspect ferrules. See Inspect Ferrule for instructions.
126 question
Is there damage to any of the ferrules?
127 action
Replace AC Power Cable/AC Power Cable Ferrule(s). See Pelican Smart Cart AC Power Cable Ferrule MX for maintenance instructions.
128 action
Reinstall ferrule and tighten down terminal block.
129 action
SSH into smart cart
130 question
Can you successfully SSH into the Smart cart?
131 action
The issue is resolved.
132 action
Confirm again that you are logged into Tailscale
133 action
Confirm that the connector is plugged in.
135 action
Wait 5 minutes.
136 action
SSH into smart cart.
137 question
Can you successfully SSH into the smart cart?
138 action
The issue is resolved.
139 escalation
If you still cannot SSH into the smart cart, escalate to P2 Smart Carts.
140 action
Use https://console.tailscale.com/admin/machines?q= to check the "LAST SEEN" status of the smart cart
141 question
Has smart cart last been seen within a month?
142 action
Power cycle Thinkcentre by holding power button for 10 seconds.
143 action
SSH into smart cart.
144 question
Can you successfully SSH into the Smart Cart?
145 action
The issue is resolved.
146 escalation
Escalate to P2 Smart Carts.
147 escalation
Escalate to P2 Smart Carts.
148 action
Press Thinkcenter power button and check if Thinkcenter turns on
149 question
Is the Thinkcenter power light on?
150 action
SSH into smart cart.
151 question
SSH successful?
152 escalation
Escalate to P2 Smart Carts.
153 escalation
Escalate to P2 Smart Carts.
154 action
The issue is resolved
155 escalation
Create an IT ticket using #Ask-IT.
156 action
Press Thinkcenter power button and check if Thinkcenter turns on
157 question
Is the Thinkcenter power light on?
158 action
SSH into smart cart.
159 question
SSH successful?
160 action
The issue is resolved
161 escalation
Escalate to P2 Smart Carts.
Resolution note
This plaintext block is ready to paste into the Resolution Note field on the ZERP issue you're working. The permalink below gives engineering review access to the full step-by-step timeline including any back-navigation; share it if the case needs a deeper look.
Permalink:
Session is too large to fit in a URL. Use Download session JSON to share the timeline out-of-band.
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