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Netilion Help & Learning

Troubleshooting: FieldEdge SGC500 stops sending data to Netilion

Updated

How do I identify that no data is being sent anymore?

Find a previously connected asset in Netilion Health or Netilion Value.

You can find an information called "Last seen" which tells you about the last time your FieldEdge SGC500 updated information on that asset.

Important Note: Netilion is not a real-time system. When a FieldEdge sends new data to Netilion, it may take some seconds to some minutes (depending on the overall load of the system) to update the "Last Seen" status in the user interface.

Troubleshooting steps

1. Check that your Subscription is still up-to-date

Please check your subscription page:

If your subscription has one of the following 4 statuses, then the FieldEdge can send data:

  • Payment required
  • Confirmed
  • Non renewing
  • Trial

All other statuses will cause the FieldEdge to stop sending data.

2. Check that the Assets are assigned to the right Subscription

The different applications of Netilion have different kinds of data that are of interest:

  • Netilion Health: Asset status, diagnostics & troubleshooting information
  • Netilion Value: Asset values & units

On your subscription page of each of those applications, make sure that the asset(s) are assigned to the subscription:

3. Check the Field Gateway status

Go into your Profile, and select the tab "Edge Devices".

The FieldEdge SGC500 can collect the data from multiple Field Gateways. Check the status of each Field Gateway:


In case a Field Gateway is offline, double-check the IP-Address (e.g. by trying to connect to the web-server of the Field Gateway, while in the same network as the Field Gateway).

If you need to update the Field Gateway IP-Address, it may take between 20 and 90 minutes for the FieldEdge to register the changed settings and bring the Field Gateway back online (depending on how many Field Gateways and assets are connected). A reboot may speed up the process in small applications (<100 assets), since then the FieldEdge will immediately start the cycle instead of waiting for the next cycle.

In case you need further support, feel free to create a support ticket directly in your Netilion application.

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