Offline device (Ardexa agent is offline)

This troubleshooting guide will lead you through a series of checks which will help isolate potential issues with the on-site network, the Ardexa Edge Device configuration, or the hardware itself.

Introduction

For an Ardexa Edge Device to be online in the Ardexa platform, it needs:

1. A power supply connection that meets the hardware’s requirements. This is usually confirmed by a Power LED.

2. A stable Internet connection via port 5671 (outgoing/egress).

This guide assumes that the device is currently offline in the Ardexa platform, shown by a crossed-out cloud icon beside the device name.

Prerequisites

1. Date and time of the disconnection

Audit log permissions are required to access this information. If you lack this permissions, please contact your organization’s Ardexa platform manager.

Option 1

1. Navigate to Analysis > Audit Logs.

2. Select the offline device and the timeframe.

3. Look for "Action" = "offline".

Option 2

1. Navigate to Searches.

2. Select "audit_logs" table.

3. Filter by the name of the offline device.

4. Add the column "action" to the search output.

5. Click "GO".

6. Inspect the output.

2. Contact the site's IT services provider

A number of checks will require understanding and access to the site's network and components, such as routers, firewalls and switches. Ensure the IT services provider company or department is contacted to assist during the troublehsooting process.

3. Acquire Ardexa Edge Device network settings

1. Review the available network diagrams and documentation of the affected site.

2. Request it from the site's IT services provider.

If the network settings are not available in your records, contact the Ardexa Support Team by raising a ticket trough the platform help button or contact [email protected]

4. Cross-check the disconnection date with on-site modifications and incidents

1. Were there any on-site physical changes?

   1. SCADA replacement or update.

   2. Router, firewall or switch replacement or update.

   3. Work in the cabinet hosting the Ardexa Edge Device.

   4. Network rewiring.

   5. Other.

2. Were there any networking changes?

   1. Are the device's network settings still valid?

      1. Addressing mode (DHCP or static).

      2. IP address.

      3. Subnet.

      4. Gateway.

      5. DNS.

   2. If the address is DHCP, is DHCP allowed in the network?

   3. f the address is static IP, is this the right IP address?

   4. Is other device configured with the same IP address?

4. Acquire the site's network layout information

It is vital to understand which network equipment is part of the pipeline between the Ardexa Edge Device and the internet. Ensure all information regarding the site's network layout is available. Review the site's documentation for the network diagram or request it from the IT services provider.

Troubleshooting

Step 1: is the Ardexa Edge Device regularly losing and recovering connection?

Temporary disconnections are expected in remote sites with unreliable internet access and do not impact the data collection process. To ensure reliable access we recommend to contact the site's internet service provider.

✅Yes - Continue to step 2

❌No - Continue to step 3

Step 2: has the Ardexa Edge Device been offline for an unusually long period?

✅Yes - Continue to step 3

❌No - Wait for the usual period of time. Usually less than 24h.

Step 3: are the network settings of the Ardexa Edge Device as expected?

✅Yes - Continue to step 6

❌No - Continue to step 4

Step 4: is it feasible to update the network rules to account for the current network settings?

✅Yes - Update network rules

❌No - Continue to step 5

Step 5: is SSH enabled in the Ardexa Edge Device and other device within the network?

Review the network documentation of the site. By default, SSH is disabled in the Ardexa Edge Devices.

✅Yes - Coordinate with the Ardexa Support Team to reconfigure the device via SSH

❌No - Coordinate an on-site intervention with the Ardexa Support Team.

Step 6: is the firewall of the router allowing outbound traffic between the Ardexa Edge Device and the Ardexa broker?

The Ardexa Edge Device requires outbound access to TCP port 5671 on broker.ardexa.com (US) or broker-eu.ardexa.com (EUR). For additional details refer to https://docs.ardexa.com/knowledge/faq/ports.

✅Yes - Continue to step 7

❌No - Update the firewall rules

Step 7: does the router providing the Ardexa Edge Device with internet access has connection?

The Ardexa Edge Device might access the internet trough the main router on the site's network or a dedicated router. Clarify the network layout in your site before proceeding.

✅Yes -Continue to step 8

❌No - Contact the internet service provider

Step 8: is the Ardexa Edge Device reachable within the site's network?

Try reaching the Ardexa Edge Device from a different part of the network. You may need assistance of the site's IT service provider. This can be accomplished with a ping. Note that if ICMP is disabled in the network, ping won't work.

✅Yes - Contact the Ardexa Support Team.

❌No - Continue to step 9

Step 9: (if applicable) is the switch between the Ardexa Edge Device and the router providing it with internet access correctly configured?

Ensure the correct ports are enabled, traffic is forwarded as expected and the Ardexa Edge Device is connected to the correct port.

✅Yes - Contact the Ardexa Support Team.

❌No - Update the switch configuration

➖N/A - Contact the Ardexa Support Team.

Summary Diagram