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 device network configuration, or the hardware itself.

Introduction

For a device to be online in the Ardexa platform, it needs:

1. A power supply connection that meets the hardware’s requirements (usually 24V). 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.

Initial Troubleshooting

1. Find the date and time when the device went offline

On the Ardexa Platform, navigate to Analysis > Audit Logs (icon with magnifying glass and three lines) and select the offline device and the timeframe (using the selector in the top right corner) and look for when the Action is “offline”.

Note that audit log access is required to visualize it. If you lack this access, please contact your organization’s Ardexa workgroup manager.

2. Check if the device is going online and offline regularly

If the device is going offline and online regularly, the issue is most likely due to on-site internet connectivity issues. These temporary disconnections from the internet are usually caused by the site’s connection quality and usually do not impact the data collection process.

However, in order to ensure reliable access to the Ardexa device, it is recommended in this case to investigate the site's internet connection and explore the possibility of improving the connection speed (i.e. by adding an antenna or increasing the bandwidth).

Further troubleshooting steps

If the device has been offline for a significant amount of time, or if online and offline events are not common on the device, please follow the troubleshooting steps in the next section.