Overview
When a Socket goes offline, the primary goal is restoring service as quickly as possible. Cato’s Sockets are software-based, and most Socket issues are caused by software, not hardware. Reflashing (reimaging) the Socket reinstalls its software and returns it to a clean state, which is usually the fastest way to restore service. The articles in this section explain how to reset the Sockets: Reimaging Cato Sockets.
Note
You can log into a brand new Socket by plugging a PC to the Socket’s LAN2 port (X1500), port 8 (X1600) or MGMT interface (X1700). Then open an Internet browser and go to https://169.254.100.1/.
If flashing the Socket doesn't restore service, it may be necessary to replace the Socket via the Cato Return Merchandise Authorization (RMA) process. For more information about the RMA process, please see the Cato Master Service Agreement.
Support Request
Please go to https://support.catonetworks.com/hc/en-us/requests/new to file a new Support request. Complete the form as completely as possible. The more details provided in the initial request, the quicker and more accurately Cato can respond to the issue.
To make it easier to complete the form with the correct information, see these guidelines concerning some of the form fields:
For Category, select RMA.
For Subject, enter RMA - <Customer_Name> - <Site_Name>
For CMA Account ID, enter the account ID from your CMA URL. For example, in demo.cc.catonetworks.com/#/account/12345, the ID is 12345
For HW Type, select Socket or Misc. Accessories (e.g., power cable, antenna)
If Misc. Accessories is selected, continue with issue details and customer & shipping information
Troubleshooting Confirmation
Confirm each step using the Yes/No toggles
Are the Socket’s power LED and fan on?
Is your Internet (ISP) connection currently up?
Did you reimage the Socket?
Did the Socket shut down automatically (expected) after reimaging?
Post-reimage, is the WebUI accessible via LAN2/MGMT?
Does the issue still persist?
Depending on your selections, you will be directed to provide issue details for a direct RMA or to receive Support assistance.
Issue Details
For Description, explain in detail what is wrong with the Socket, what you observe, and when it started.
For Service Impact Description, explain how the issue affects the site and its users
For Possible trigger, explain any event that may have caused the issue (e.g., power outage, firmware update).
Customer & Shipping Information
For Account Name, enter your company’s official registered legal entity name.
For Socket Serial Number (S/N), please provide the socket's serial number or MAC address. Only enter one Socket S/N per request.
The serial number or MAC address (depending on the Socket platform) can be found in the Cato Management Application by accessing Network > Sites > {site name} > Site Configuration > Socket:
The serial number can also be found attached to the bottom of the Socket :
For Site Name, enter the site name exactly as it appears in CMA under Network > Sites.
For Power Cable Type, select the power cable needed for the replacement: US / EU / UK / JP / AU / C14 / CN / KR
For Receiving Contact, enter the name, phone, and email of the person who will receive the replacement Socket.
For Socket Platform, select the applicable hardware platform (e.g., X1500)
For Shipment Address, enter street, city, state/region, country, and Zip/Postal Code.
For attachments (optional), please provide when possible:
A photograph of the lights displayed on the front of the socket after reflashing it
A screenshot of the Socket WebUI, if available (see example below)
