This guide covers how to identify and resolve issues with MachineMetrics tablets. Tablets connect only via Wi-Fi directly to the Cloud—never to machines or Edge Devices.
When a tablet displays a message about a machine or Edge Device being disconnected, it means data is not flowing between the machine, the Edge Device, and MachineMetrics. The tablet is only reflecting that status from the cloud.
⚠️ Important: The tablet itself is not at fault in these cases. See the Troubleshooting Guide – Machine Not Reporting for steps to resolve machine or Edge connectivity issues.
Common Connection Path
Tablet → Wi-Fi → Cloud
Provisioning now uses the MachineMetrics Progressive Web App (PWA), which has replaced older methods.
If a tablet prompts for a hidden passcode to exit the Operator Dashboard, or if it requires scanning a QR code to log in, this indicates it was set up with a deprecated method.
⚠️ Important: The fix is simple: factory reset the tablet, reprovision with the PWA, and then continue troubleshooting if needed. See Provision Your Tablet with the MachineMetrics PWA for instructions.
Step 1: Identify the Scope
When troubleshooting a tablet, first determine what type of problem you are facing:
Connectivity Issues
Single tablet offline → Likely a local Wi-Fi or configuration issue on that device.
Multiple tablets offline → Check site-wide Wi-Fi and access points.
All tablets offline → Likely internet/firewall issue. Contact your local IT team.
Device Issues
Tablet frozen or unresponsive → Perform a restart (soft or hard).
MachineMetrics app not responding but Wi-Fi works → Refresh the tablet.
Tablet won’t charge or power on → Verify power supply and cables.
Other Issues
Parts not counted correctly
Utilization not increasing
Downtime categories not listed
Unable to start an operation
Step 2A: Connectivity Troubleshooting
⚠️ Note: The following steps are general instructions for Android devices. Menu names and options may vary slightly depending on the tablet model.
Wi-Fi Checks
Confirm tablet is connected to the correct SSID.
Test internet by opening a public website.
Verify firewall/DNS rules allow outbound traffic to MachineMetrics cloud.
If you need detailed setup instructions, see How Do I Connect My Tablet to the Internet?.
Reset Network Settings
Open Settings → General Management → Reset → Reset Network Settings.
Reconnect to Wi-Fi.
Reopen the PWA.
Site-Level Issues
If multiple tablets are impacted:
Restart/test Wi-Fi access points.
Validate firewall rules and internet connectivity.
Contact your local IT team if issues continue.
Step 2B: Device Troubleshooting
Refresh PWA
Close and reopen the MachineMetrics app (PWA) directly on the tablet.
This resolves most cases where the app becomes unresponsive but Wi-Fi is working.
Restart Device
Soft Restart: Hold the Power button → select Restart.
Hard Restart: Hold Volume Down (5s), then hold Power until reboot begins.
Authorization
If the app has not been authorized, or if it has lost its authorization, the PWA will automatically prompt you before the Operator Dashboard can be accessed.
Automatic sign-out after inactivity is a security feature built into our authentication system. When tablets go unused for extended periods, the authentication session expires and requires re-authorization.
For detailed instructions, see How Do I Authorize a Tablet?.
Power & Charging
Confirm the tablet is connected to power.
Test with a different charging cable or adapter if available.
⚠️ Important: If the tablet is powered from a machine’s USB port, these ports typically provide low current and may not supply enough power to keep the tablet running. When the machine is turned off, the USB power usually shuts off as well, causing the tablet’s battery to drain. To avoid power-related issues, always use a dedicated charging block or continuous power source.
Factory Reset
When a tablet cannot be restored through refreshes, restarts, or network resets, a factory reset may be required.
⚠️ Important: A factory reset should only be used as a last resort. After reset, you must reprovision with the PWA, which includes authorizing the device. See Provision Your Tablet with the MachineMetrics PWA for instructions.
Step 2C: Other Issues
⚠️ Important: The following issues may appear on the tablet screen, but they are not caused by the tablet itself. Troubleshooting should be directed to machine connection, system configuration, or account setup.
Parts Not Counted
If the tablet is not displaying an accurate part count, first make sure the screen is not frozen and the app is responsive. If everything else works normally, this indicates an issue with the machine connection.
See the Troubleshooting Guide – Part Counting for resolution steps.
Utilization Not Increasing
If the utilization rate display appears static while the tablet is responsive, this indicates an issue with the machine connection.
See the Troubleshooting Guide – Machine Not Reporting.
Downtime Not Listed
If you attempt to categorize a downtime event and the correct category is not available, this is related to Machine Settings and downtime configuration, not the tablet.
Review your downtime categories in System Settings. For details, see Downtime Categories – Setup and Management.
Can’t Start Operation
If you cannot find or start an operation from the tablet, this is not a tablet issue. Common causes include:
The operation was never created or imported into MachineMetrics. Contact your system administrator to confirm.
Automatic Production Monitoring is enabled. If auto-dispatch is on, operations cannot be manually started or stopped; they are dispatched based on machine data.
Step 3: Observe & Confirm
Refresh tablet after changes.
Verify dashboard timestamps update.
Document the outcome.
Tips & Best Practices
Always start with a refresh before restart.
Use Chrome for initial provisioning and updates.
Maintain reliable Wi-Fi across shop floor areas.
Keep at least one spare tablet available.
Avoid powering tablets from machine USB ports. These typically provide low current and turn off when the machine is powered down, which can drain the tablet battery. Always use a dedicated charging block or continuous power source.
FAQs
Q: Tablet shows “Machine disconnected from Edge Device.” Is this a tablet issue?
A: No. This status reflects machine/Edge connectivity, not the tablet. See [Troubleshooting Guide – Machine Not Reporting] for resolution steps.Q: Tablet offline — is data lost?
A: No. Tablets are unrelated to machine data capture — production data continues to flow through the Edge Device even if a tablet is offline. The only possible impact is operator-entered context (such as downtime reasons or operation details), which may be delayed while the tablet is unavailable. This context is never lost and can always be entered after the fact once the tablet is back online or from another device.Q: Do I need to use MDM?
A: MachineMetrics does not provide MDM solutions. Use of MDM is entirely at the customer’s discretion. Tablets function fully with just the PWA provisioning.
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