Troubleshooting
Work in one direction: connection first, then the reading, then the visualisation. Checking the dashboard first is the usual reason a simple problem takes an afternoon.
The device appears offline
Check power and network access, then the broker connection or the HTTP request result. Verify the configured serial number, credentials and data interval.
A device that stops reporting can become inactive even when its configuration is saved correctly — status is derived from data freshness, not from configuration.
If the device flickers between online and offline, its data interval is probably shorter than its real reporting period. See Devices and I/O.
Messages arrive but charts are empty
This means the connection is fine. The problem is between the payload and the entity.
- Compare payload keys with input names — matching is exact.
- Check the entity’s input mappings.
- Select a chart time range that includes the readings.
- Confirm you are viewing the intended tenant and entity.
Telemetry whose keys match no connected input can be received without creating a history record. The message is visible in the Messages tab and the chart stays empty — this is the single most common cause of missing data. See entities and mappings.
A reading is missing while others arrive
The other keys in the same payload arriving proves the connection and the token are fine. Suspect the key name: unmatched keys are dropped silently without failing the rest of the payload. See payloads and input matching.
A command does not reach the device
- Check the downlink preview, destination and payload.
- For MQTT, verify the broker and the topic the device subscribes to — not the one it publishes on.
- Inspect the execution result.
- Look for a new state report from the device.
A successful submission is not an acknowledgement of physical execution. Confirm the device’s state separately. See Send a downlink.
An HTTP request is rejected
Read message and error in the response body — the pair identifies the cause
exactly. Every rejection is listed in the device event API
reference.
No connections configured in particular means the request was valid and
authenticated, but no key matched a mapped input.
A page or action is unavailable
Check the selected tenant first. Then ask your workspace administrator to verify your role and permissions — some navigation items are only shown to specific roles, and some capabilities depend on the subscription plan. See tokens and access.
Still stuck?
See getting help for what to include in a support request.