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Troubleshooting Guide- Machine Not Reporting

Jeffrey LeBlanc
  • Updated

When a machine stops reporting to MachineMetrics, it means data from the machine is not reaching the platform. This results in downtime, incomplete data, and loss of visibility into production.

⚠️ Important: The Operator Dashboard (tablet) is only a viewer. Restarting the tablet will not resolve connectivity issues. Problems occur between the machine, the Edge Device, and the MachineMetrics service.

Common Connection Paths

  • Ethernet/Protocol (FOCAS, MTConnect, OPC-UA, etc.): Machine → Edge → Network → Cloud

  • I/O integrations (wired/wireless): Machine → I/O Module → Edge → Network → Cloud

  • Haas Classic (serial): Machine → Moxa Device → Edge → Network → Cloud

⚠️ Note: These are the most common paths. Some customers may have unique configurations — contact Support if your setup does not fit.

Troubleshooting

Step 1: Identify the Scope

  • Single machine offline: Check machine cabling, controller configuration, or attached module.

  • Multiple but not all machines: Could be a shared switch, VLAN, or I/O issue — or each machine may have its own unrelated problem.

  • All machines on one Edge Device offline: Check Edge Device power, services, or network.

  • Across multiple Edge Devices: Likely site-wide IT/firewall issue.

  • Basic Check: Consider external or physical causes such as recent maintenance, an internet or power outage, or accidental damage (e.g., an operator hitting a switch with a forklift or driving over a cable).

Step 2: Fix at the Right Layer

Edge Offline

(Edge-to-Cloud troubleshooting — when the Edge Device is not communicating with MachineMetrics)

  1. Check Edge Management
    Log into MachineMetrics and go to Assets → Edge Devices → Edge Management.
    Review the Connection Status of the Edge Device.
    The Edge Management view updates dynamically and does not require manual refresh after changes.

    Connection Status meanings:

    • Reporting (green): Device is online and sending data.

    • Not Reporting (red): Power or network issue — check cabling, IP conflicts, or firewall rules.

    • Never Reported (blue): Device is registered but has never successfully connected.

    Each Edge also displays a buffer bar that indicates queued data waiting to upload.
    A gray bar represents low or no buffer and is considered normal operation.
    A yellow bar indicates a moderate buffer that should be monitored, as the queue is increasing.
    A red bar indicates a high or growing buffer, and the Edge requires immediate attention.

    Hover over the bar to view the current buffer size (data waiting to upload).
    As data is uploaded, the bar decreases and returns to gray when cleared.

  2. Observe Recovery
    The Current Shift Dashboard and Machine Timeline show data backfilling as the buffer clears.
    Depending on the amount of buffered data, this may take several minutes to a few hours.If a yellow or red buffer bar persists or continues to grow, contact MachineMetrics Support for assistance.

Physical Edge Device

  • Ensure powered on and link lights active.

  • If Disconnected: Power cycle (unplug → wait 10s → replug). Allow up to 10m for the Edge Device to reconnect.

  • Have IT ping the Edge Device; if the MAC vendor does not match expected Edge hardware, another device has taken the IP.

Virtual Edge Device (VMware & Hyper-V)

  • Ensure the VM is powered on and not paused/suspended.

  • Minimum of 4 CPU cores, 4GB RAM, 64GB disk (4GB supports up to ~50 machines).

  • For ~100 machines, it is recommended to deploy a second Virtual Edge Device for scalability and failover protection.

  • VMware: Check whether vMotion/DRS has migrated the VM to another host. If so, confirm the networking settings (Port Group, VLAN) are still correct.

  • Hyper-V: Check whether Live Migration/failover has moved the VM. If so, verify the Virtual Switch and VLAN bindings remain intact.

  • Confirm no host patches or policy changes altered VM networking/security.

⚠️ Note: These checks are specific to VMware and Hyper-V. General provisioning and connectivity considerations (firewall, DNS, IP conflicts, etc.) are addressed in the article: Provision a Virtual Edge.

Machine to Edge

  • Check cabling and power for controllers, I/O modules, or Moxa devices.

  • Replace or reseat damaged cables.

  • Verify configuration of the Machine Controller (e.g., baud rate for Moxa, I/O mapping, IP configuration, port configuration).

  • If the device still does not appear online, have IT ping it and check the MAC vendor. If unexpected (e.g., DELL INC instead of FANUC ROBOTICS), another device has taken the IP and IT must resolve the conflict.

Site-Level

  • Inspect upstream switches, firewalls, VLANs, or DNS.

  • Escalate to IT for policy changes or internet outages.

Step 3: Observe & Confirm

  • Refresh the Operator Dashboard and Edge Management to verify recovery.

  • Compare downtime timestamps to confirm root cause.

  • Document the resolution for future reference.

Tips & Best Practices

  • Always start by identifying scope.

  • Plug Edges into stable, non-switched power circuits.

  • Keep spare Ethernet cables on hand.

  • Position Wi-Fi Edges for clear signal.

  • Verify firewall rules after IT/security updates.

  • When power cycling, always unplug, wait 10s, then reconnect. Allow up to 10m for the Edge to fully reconnect to all machines.

FAQs

Q: Does the Operator Tablet cause reporting issues?
A:  No. The Operator Dashboard (tablet) is only a display. Restarting the tablet will not resolve connectivity problems.

Q: Will data be lost during disconnects to the Internet?
A: No, unless the Edge itself is powered off or disconnected from the machine network. Buffered data will backfill once the Edge reconnects.

Q: What if my Edge shows Buffering?
A: Do not reboot. Buffering means the Edge Device is online and catching up after a temporary internet disconnection. In Edge Management, this will appear as Unknown. The Current Shift Dashboard and Machine Timeline can confirm that data is being backfilled. Depending on the size of the buffer, this process may take minutes to several hours. If buffering does not clear within a reasonable time, contact MachineMetrics Support

Q: Can IT/security changes cause issues?
A: Yes. Firewall, VLAN, DNS, or security policy changes can block communication. Always confirm with IT after network updates.

Q: How can IT confirm if an IP conflict is the cause?
A: Have IT ping the device (Edge, controller, I/O, or Moxa) and check the MAC vendor. For example:

  • FANUC CNC → FANUC ROBOTICS

  • LabJack → LabJack Corporation

  • Sealevel → Sealevel Systems

  • Edge → Intel or Raspberry Pi Foundation
    If the vendor shows something unexpected (e.g., DELL INC), another device has taken the IP. IT must resolve the conflict.

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