If The Machine Operating Status section of your machine tile is grey and the "Not Reported" message is displayed alongside the duration of the outage, this means that the MachineMetrics Edge Device associated with this machine is no longer communicating with MachineMetrics because it is either disconnected from your network or powered off.
To get your Edge Device communicating again, please perform the following troubleshooting steps in the sequence listed below to determine the exact issue.
Step 1: Ensure that your Edge Device is powered on
If your Machine normally reports to MachineMetrics via a wireless connection, then your Edge Device is most likely located in your machines electrical cabinet. If your machine normally reports to machinemetrics through a wired (ethernet) connect, then your edge device may be located in either an IT Closet or Server Room. You are looking for a bright green box, as pictured below:
The button on the left with the MachineMetrics logo on it is the power button. If the Edge Device is currently powered on, the light located on the power button will be glowing green.
If the power light is on, proceed to Step 2.
If the Edge Device is turned off, make sure that the power cable is connected securely and plugged into an active power supply. Once you have confirmed the Edge Device is receiving power, press the power button to turn the device back on.
Within 5 minutes, the Machine Operating Status section of the machine's dashboard tile should change from grey to a different color; indicating the machine is now reporting (either green for active, blue for idle, yellow for setup, or red if it is in an alarm state.)
If your machine is not successfully reporting in 5 minutes, proceed to Step 2.
IMPORTANT! If your machine was no longer reporting because the edge device was no longer powered on, this will result in data loss during the period that the Edge Device was turned off.
Step 2: Confirm Network Connectivity
Make certain that any ethernet cables running from the Edge Device have a solid connection. If there is a solid ethernet connection, then the green lights to the left of the Edge Device's ethernet port should light up. The ethernet ports on any switch that the Edge Device is plugged into should be lighting up as well, though the exact color and signal frequency will vary depending on the type of switch.
Once you have confirmed that the ethernet is not the issue, check that the network the Edge Device is connected to is operational and can access the internet. Confirm that your network's firewall rules permit access to the following URLs:
You should also confirm that outbound access is over ports 443, 123, and 53.
Once you have made necessary amendments to your firewall rules, wait 5 minutes.
IMPORTANT! If loss of internet connectivity proves to be the reason your machine stopped reporting, this does not mean you will have lost any data. The MachineMetrics Edge Device continues to receive data from your machine and maintains a backup so when the connection is restored, all data that was captured will be sent to the internet.
If your machine is not successfully reporting after 5 minutes, proceed to Step 3.
Step 3: Power Cycle the Edge Device
To power cycle your edge device, hold the power button on the front of the device for 5 seconds, then wait 2 seconds, then press the power button again. Allow 10 minutes for the device to fully power cycle and reconnect your your network.
IMPORTANT! Power-cycling will result in data loss during the period that the Gateway is turning off and on. It will, however, maintain all data that was captured before and after a restart or power failure.
If your machine is still not reporting data after power cycling your edge device, please reach out to us at email@example.com