--- title: "Support Scenarios for EdgeOne 2.7 and EdgeIPS 2.3 Series" slug: "support-scenarios-for-edgeone-2-7-and-edgeips-2-3-series" description: "Common support scenarios for EdgeOne 2.7 and EdgeIPS 2.3 series, covering troubleshooting, upgrades, feature differences, and configuration." tags: ["edge series"] updated: 2026-11-05T09:50:28Z published: 2026-11-05T09:50:28Z canonical: "help.txone.com/support-scenarios-for-edgeone-2-7-and-edgeips-2-3-series" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.txone.com/llms.txt > Use this file to discover all available pages before exploring further. # Support Scenarios for EdgeOne 2.7 and EdgeIPS 2.3 Series ## Summary Common support scenarios for EdgeOne and the EdgeIPS series. Each scenario includes customer questions, recommended actions, and relevant limitations. The scenarios are based on the supplied material referencing EdgeOne v2.7.11 and EdgeIPS Pro v2.3.7 release notes. Applicable products and versions are identified in each section. ### 1. Production Stopped After Connecting a New HMI **Applicable products:** EdgeIPS Pro 2.3 and EdgeOne 2.7 > **Customer: A new HMI cannot communicate with the PLC behind EdgeIPS Pro, and the production line is down. We have no time to tune rules. What can we do immediately?** **Support:** You can activate Emergency Mode on the affected EdgeIPS Pro. Emergency Mode bypasses security inspection to allow traffic to flow. It keeps the configuration unchanged and continues analyzing traffic on a best-effort basis. From EdgeOne: 1. Go to **[Applications] > [Emergencies & Diagnostics] > [Emergency Mode]**. 2. Select the affected device. 3. Click **[Activate Emergency Mode]**. > **Customer: Will we lose our policies?** **Support:** No. Emergency Mode does not change the configuration. After the production line is stable, use Raw PCAP Recording on the device to capture the HMI traffic. Review the capture, adjust the rule, and then click **[Restore Normal Mode]**. > **Customer: The Emergency Mode button is greyed out for one device. Why?** **Support:** Emergency Mode is unavailable when the device: - Is Offline. - Is Not Activated. - Is in a warm-swapping state. - Shows Limited Support because its firmware is below v2.3. Check the device status and firmware version. ### 2. Prioritizing Vulnerabilities in EdgeOne **Applicable product:** EdgeOne 2.7 > **Customer: We have hundreds of CVEs on our assets. Which vulnerabilities should we address first?** **Support:** Open **[Security Alert View] > [VSAR Indicator]**. The view combines each CVE with the exposure of affected assets and the available IPS coverage to help prioritize vulnerabilities. Switch to **[High Severity]** to display only Critical and High severity vulnerabilities. > **Customer: Can I identify which affected assets run a legacy operating system?** **Support:** Yes. Vulnerability View displays **OS Type** and a **Legacy OS** tag. Asset View also displays **Lifecycle Stage**, indicating whether an asset is mainstream or legacy. ### 3. Managing Too Many Auto-Learned Policy Rules **Applicable product:** EdgeIPS Pro 2.3 > **Customer: Policy Rule Auto-Learning created 300 rules. Reviewing them individually is difficult. How can we simplify the review?** **Support:** Use **Policy Enforcement Rule Aggregation (PEA)**: 1. Open **[Review All Rules]**. 2. Select two or more rules. 3. Click **[Aggregate]**. 4. Choose an aggregation option: - **Conservative:** Smaller than Class C. - **Aggressive:** Class B/C. You can also use **Protocol Filter Profile Aggregation (PFA)** to merge duplicate protocol profiles. > **Customer: Can we apply the aggregated result directly?** **Support:** Review the result before applying it. The results are AI-generated, and PEA does not consider matching priority on the Policy Enforcement Rules page. ### 4. Connecting an AI Assistant to EdgeOne **Applicable product:** EdgeOne 2.7 > **Customer: Our SOC wants an AI agent to query EdgeOne asset and vulnerability data. Is this supported?** **Support:** Yes. You can connect an MCP client through the Internal MCP Service: 1. Go to **[Admin] > [System] > [MCP Service]**. 2. Enable the **Internal MCP Service**. 3. Generate a bearer token. 4. Copy the connection command to your MCP client. Download **Use Cases** for examples. > **Customer: Could the AI agent accidentally change our policies?** **Support:** No. All MCP tools are read-only. Generating a new token invalidates the previous token. ### 5. Preparing for an EdgeOne 2.7 Upgrade **Applicable product:** EdgeOne 2.7 **Scenario:** Upgrading from EdgeOne 2.0.17 > **Customer: We plan to upgrade EdgeOne from 2.0.17 to 2.7. What should we watch out for?** **Support:** Pay attention to these upgrade notes: - **ACL:** ACL will be disabled after the upgrade. Re-enable it afterward. - **CVDS pattern:** Update the CVDS pattern. If the latest version is already installed, re-import an earlier version before updating. - **VDS pattern:** Use VDS pattern **260807 or later**. - **NAT configuration:** The `env exip` command has been removed from VShell. Contact support if your environment uses NAT. > **Customer: Where can we find Periodic Backups after the upgrade?** **Support:** Go to **[Applications] > [Backup & Forensic] > [Edge Device Backups]**. To back up only selected devices, set **[Target Edge Device]** to **Custom** and select the required devices. ### 6. Understanding EdgeIPS 102 and 103 Feature Differences **Applicable products:** EdgeIPS 102, EdgeIPS 103, and EdgeIPS 103F **Applicable version:** 2.3.7 > **Customer: We upgraded EdgeIPS 102 and 103 to 2.3.7, but the Aggregate button for auto-learning appears only on the 103. Is the 102 faulty?** **Support:** No. In version 2.3.7, the following features are available only on EdgeIPS 103 and 103F: - Policy Enforcement Rule Aggregation (PEA). - Protocol Filter Profile Aggregation (PFA). - AI Engine Package. - System Detected asset option. The other v2.3 features listed in this scenario are available on both EdgeIPS 102 and EdgeIPS 103/103F: - Emergency Mode. - Raw PCAP Recording. - Eight new OT protocols. - Support for 512 objects. > **Customer: We want to use Raw PCAP Recording on EdgeIPS 102. What do we need to prepare?** **Support:** Connect an external USB disk to store the recorded PCAP files. Version 2.3 removes the USB vendor ID check, allowing most USB disks to work. After recording, download the files from **[PCAP File List]**. ### 7. Choosing Between EdgeIPS LE and EdgeIPS **Applicable products:** EdgeIPS LE, EdgeIPS 102/103, and EdgeIPS Pro > **Customer: We need to control Modbus write commands to a PLC. Is EdgeIPS LE sufficient?** **Support:** EdgeIPS LE supports only SMB protocol filter profiles. It does not support OT protocol filter profiles for Modbus command-level control. For Modbus command control, choose EdgeIPS 102/103 or EdgeIPS Pro. These products also support CPSDR and L2 policy enforcement. > **Customer: What if the installation site is outdoors without air conditioning?** **Support:** EdgeIPS LE is a commercial-grade device and does not support a wide operating temperature range. EdgeIPS uses a rugged design with wide-temperature support. For support assistance, please contact us at support@txone.com or your Support Provider. ## Related - [Edge Series](/edge-series.md)