Identify potential issue on Netilion

There are several ways to be notified by Netilion that you might have a connectivity issue with an asset or even with an Edge Device. In each case you are notified that the last seen date hasn’t been updated for 24 hours.

Asset last seen date

Last seen date of an asset is overdue and is marked red with a notification.

Asset latest value

An out-of-date asset latest value might be an indication for connectivity issues. The overdue last seen value is marked red with a notification.

Edge Device notification

Note: You need to enable notification on Edge Device details page.

You have received a notification e-mail indicating that one or more Edge Devices might be offline.

Troubleshooting on Netilion

Subscription and asset assignment

Check your Netilion subscription and asset assignment with this help article.

Troubleshooting FieldEdge SGC500 stops sending data

Troubleshooting on site

Check the hardware integrity

Check the concerned Edge Device by verifying its integrity. Does it have visible breaks? Is it damaged by water or unappropriated environmental conditions? If yes, switch off the power supply and contact your support partner for replacement.

Check the power supply

Make sure the asset or edge device in question has power.

• On the edge device SGC500 you should see a blue light on the power indication.
• The edge device SGC200 should be visible in SmartBlue app.

Make sure that the power supply is suitable to your installation. Are you applying the correct voltage and current?

Check internet access

Check for disconnected cables

Edge device SGC500 and Flexy 205 are connected via RJ45.

Make sure the cables are connected properly. The edge device SGC500 uses an RJ45 cable to communicate. Check that the cable is securely plugged in and that there is a green light flashing on both ends.

Please make sure that your edge device is setup correctly by following this support article.

FieldEdge SGC500 prerequisites

Verify whether internet is accessible via your RJ45 connection.

As a wireless edge device, the edge device SGC200 may face connectivity issues due to various factors, such as poor LTE network or SIM problems.

Check connection status in SmartBlue on SGC200 main page.

Issues may require a detailed analysis by an Endress+Hauser technician. Please reach out to Endress+Hauser by creating a service request out of Netilion for further assistance.

Try to power cycle your edge device or asset

Try restarting your edge device or asset. If this does not solve the issue, you may need to contact Endress+Hauser via a Netilion Support Ticket for further help.