Nile Field Notice: NFN-2025-10-10

notice id nfn 2025 10 10 date issued 10th oct, 2025 priority level ⚠️ critical applies to ses | cses | field architects | pnes | sdms | partners | customers applicable nav app version 1 3 0 summary during recent site activations, an issue has been observed where the customer router is unable to ping the nile nsb uplink interface immediately after activation the root cause is premature settings pushed from nile nav while the switch system (icos) is still initializing and is not fully ready to recieve the settings key findings from testing post reboot, nile switches require a minimum 5 minutes for the device to be ready to receive the settings switch will reboot in the following conditions & require a 5 minute wait time to initialise before pushing the settings power cycle of the switch device update execution factory reset in place deactivation (of a switch that is already operational) the gateway settings were pushed prior to the switch readiness to receive the settings if settings are pushed before the device is ready, it may fail silently, causing uplink connectivity issues the primary workaround is to wait for at least 5 minutes before pushing the settings to the switch alternatively deactivate + reactivate or manual reboot have been observed to restore connectivity impact this issue affects nile nav activation workflows across all switch platforms and is observed across multiple software trains during the activation timing window premature settings push may result in the customer router is unable to ping the nile nsb uplink interface immediately after activation router ip/interface changes not taking effect until a full restart additional troubleshooting and first time activations delays actions required to avoid encountering this issue, please follow the mandatory sop below during all activations device setup wait time post reboot before proceeding to setup the device after reboot, wait at least 5 minutes to push the settings via ble (reboot conditions for reference listed in key findings from testing 1) do not press the “setup” button in the nile nav setup screen to push the settings to the switch via ble until 5 minutes have elapsed if connectivity fails use one of the following recovery options perform deactivate + reactivate from nile nav before device setup reboot/restart the affected switch and retry to setup the device by pushing the settings only after a 5 minute wait time troubleshooting tips use nile nav troubleshoot if required to validate settings, check switch & ico status using below commands command 1 4 1 nsb gw check provisioning settings to validate that the router interface ips, dns, ntp, and nsb ip ranges in the bringup json file match with the settings that were pushed command 6 2 1 switch check icos status must show “ running” to ensure icos up command 6 2 3 switch check switch agent status must show “active/ok” to ensure sw agent up command 2 2 1 switch get ip to confirm if interface ip is correctly applied command 2 2 2 switch get interface with up status to confirm if interfaces are up with expected settings next steps / resolution plan nile nav app changes are planned to introduce device readiness check feature to ensure device is ready to setup and receive the settings switch system change is planned to intelligently handle the settings push done from the nav app in a deferred way if the switch system (icos/switchdrvr) is not yet ready to receive the settings target availability for fixes in the upcoming release in q4 2025 contact / escalation support email support\@nilesecure com note all partners and field teams are requested to adhere to the above sop to prevent nile gateway activation failures until nile nav updates are released