These troubleshooting articles aim to provide the first level of support for specific issues that could be encountered while installing and using the Sigfox Network Emulator
You will find information about events that occurred on the system in the snek.log file located in your user’s directory, especially about the reception of messages from devices that are not declared or reception of non-authenticated messages (e.g. from a device that does not use public key).
If you experience some issues with your emulator, try the following solutions:

Nothing happens when you launch the emulator application.

Check that your platform is compliant with the application. Check the paragraph §2 of the user guide. Upgrade your operating system if necessary.
If you work on Linux platform, please check that you are in the plugdev group

Error message: Sigfox Network Emulator cannot be launched.

Connect the emulator USB dongle to your platform prior launching the application
Unplug and replug the dongle
Wait for the OS to detect the drivers prior launching the software

No message appears on the messages page.

Check that the device connected to the emulator is declared on the Configuration/Devices page. If you are not sure of the device ID, you can check in the snek.log file if a message has been received.
If the message is not notified in the snek.log file, check that the radio configuration of the emulator is the same as the one of your device.
Check that you turned your device into emulation mode (public key). Please refer to the user guide of your device. You can check it in the snek.log file or disable authentication with the button at the right top of the screen and send another message with your device.

The device under test does not receive downlink messages

Check that you turned your device into emulation mode (public key). Please refer to the user guide of your device.

The software upgrade is not working / the callbacks are not sent

Check your internet connection
Check if you're connected to a company HTTP proxy

If it's your case, you can configure a proxy access to handle upgrades and callbacks.
You have to edit the snek.conf file located in the user home folder of your OS.
The configuration is initialized with empty values ("callbacks_proxy": ""), meaning the proxy is disabled by default. You can now add your own proxy configuration here as described below.
Two type of proxy configurations are implemented :
1) Proxy configuration with authentication:
              * login name: john.doe
              * login password: xxxxx
              * proxy host: proxy-01.mycompany.com
              * proxy port: 9090
"proxy":
{ "callbacks_proxy":"http://john.doe:xxxxx@proxy-01.mycompany.com:9090", "upgrade_proxy":"http://john.doe:xxxxx@proxy-01.mycompany.com:9090" }
2) Proxy configuration without authentication:
              * proxy host: proxy-01.mycompany.com
              * proxy port: 9090
"proxy":
{ "callbacks_proxy":"http://proxy-01.mycompany.com:9090", "upgrade_proxy":"http://proxy-01.mycompany.com:9090" }

I cannot delete the HEADER configured in the callback configuration page

Once added, there is no delete button for the headers in the callback configuration page.
Please just delete the text in both header fields and save.

If you go back to the configuration page the header fields are now deleted.

For beta tester

If after the upgrade to the last firmware you still have the old branding interface you have to clean the cache of your browser and restart the application.

If the issue cannot be solved with the steps above, please check the support website: https://support.sigfox.com/

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