Start here when something does not work as you expect. Find your symptom in the tables below, follow the link, and work through the checks in order: the first checks are the most common causes. Each section of the documentation also has its own troubleshooting page with more detail.
Devices and data
| Symptom | Page |
|---|---|
| A device does not connect, is refused, or keeps disconnecting | A device does not connect |
| A device is online but nothing is stored | Data does not arrive |
| Some keys or readings are missing | Data does not arrive |
| Readings appear at the wrong time, or charts have gaps | Wrong times and gaps |
| A LoRaWAN device does not join | Troubleshooting joins |
| LoRaWAN uplinks or downlinks go missing | Troubleshooting uplinks and downlinks |
| A polled (SNMP) device shows offline | Polling intervals, back-off and quota |
| A camera does not play | Troubleshooting cameras |
Alarms, rules, flows and notifications
| Symptom | Page |
|---|---|
| An alarm did not open, never clears or opens again and again | Alarms behave unexpectedly |
| A Rules-card rule did not run | Troubleshooting rules and alarms |
| A flow does not start, pauses itself or fails | Troubleshooting flows |
| Nobody was told, or people got e-mail or SMS they should not, or none | Troubleshooting notifications |
Commands and firmware
| Symptom | Page |
|---|---|
| A command stays queued, times out, expires or is refused | Commands do not reach the device |
| A board control does nothing | Commands do not reach the device |
| A firmware update is stuck, waiting, failed or went back | Firmware updates do not finish |
| A rollout paused itself | Firmware updates do not finish |
Dashboards and SCADA
| Symptom | Page |
|---|---|
| A card is empty, says “No data for this period” or asks you to choose a value | A dashboard shows no data |
| A colleague sees empty cards on a shared board | A dashboard shows no data |
| A process drawing or 3D view shows nothing or the wrong colours | Troubleshooting SCADA |
| A site shows Unknown | Site status and the status key |
Accounts and access
| Symptom | Page |
|---|---|
| You cannot sign in, are locked out, or the second step fails | Sign-in problems |
| Single sign-on fails | Sign-in problems |
| A page or button is missing, or you get “not permitted” | Groups and permissions, Permissions reference |
| An API call is refused | Errors and rate limits |
| You see an error message and want to know what it means | Error messages |
| A limit was reached | Limits and quotas |
General approach
- Look at the record first. Most parts of Hermetry keep a record of what happened: the device’s Log tab (connections and refusals), the root flow’s Activity panel (what was stored or dropped), the alarm’s timeline, the rule’s History, the command’s history, the flow block’s result, the audit log.
- Check one device. Reproduce the problem with a single device you can watch before you look at the fleet.
- Check permissions. An empty card or a missing button is often a missing permission. Compare with a colleague who has the Admin role.
- Check limits. A plan limit answers with a message that names it. See Limits and quotas.
- Check whether the feature exists. Some features are in development and are not available yet. See In development.
Still stuck? See Getting help.