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Troubleshoot the ERBESSD INSTRUMENTS® Integration

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If the ERBESSD INSTRUMENTS integration isn't behaving as expected, use the sections below to identify and resolve common issues.

Not Seeing Data in MaintainX®​

If the connector instance stays in Waiting for Connection or new readings aren't arriving in MaintainX, work through the following checks:

  • Confirm the PHANTOM® Gateway has power and a working network connection.
  • Confirm your network allows outbound HTTPS traffic from the gateway to https://agent.maintainx.com/ on port 443.
  • Confirm the gateway's custom cloud settings use the JSON format POST request format and the endpoint URL https://agent.maintainx.com/agent/phantom/payload. For more information, see Point the Gateway at MaintainX.
  • Confirm the Auth token on the gateway matches the token for your connector instance and hasn't been revoked.
  • Confirm the gateway firmware is up to date. For more information, see Update the Gateway Firmware.
  • Allow up to 15 minutes after the gateway connects for the first readings to arrive.

Gateway Status Shows Cloud: FAIL​

After you save the gateway settings, the status can show Cloud: FAIL even when the URL and token are correct. This is expected behavior. The status changes to Cloud: OK only after you pair a sensor and the gateway sends its first payload.

If the status doesn't change after a sensor is paired, see Not Seeing Data in MaintainX.

Some Sensors Are Missing From MaintainX​

If the gateway status is Cloud: OK and the connector instance is Connected, but a sensor has no meters or readings in MaintainX, the sensor probably isn't registered to its asset. MaintainX creates a sensor's meters and links them to its asset only after the sensor is registered onsite. Readings from a sensor that isn't registered don't appear in MaintainX.

Contact your MaintainX representative to register the sensor. For more information, see Integration Overview.

Sensor Readings Stop or Look Stale​

If a sensor that was reporting stops sending readings, but other sensors on the same gateway still report, check the following:

  • Battery: Open the sensor's Battery meter, which reports in volts, and look for a drop in recent readings. A sensor with a depleted battery stops reporting.
  • Signal: Open the sensor's Signal meter, which reports in dBm, and look for weak or declining readings. A sensor that is far from its gateway or obstructed by equipment or structures can lose its connection.
  • Sensor placement: Confirm the sensor is still mounted on its asset and powered on.

In MaintainX, each meter name is prefixed with the sensor's serial number. For more information, see Meter.

Contact your MaintainX representative to replace a battery, relocate a gateway, add a gateway to improve coverage, or replace a sensor.

Data Stopped After a Change to the Connector Instance​

If readings stopped for every sensor connected to a connector instance, check whether the connector instance or its token changed recently. The gateway can't send data to MaintainX when its token has been revoked or regenerated, or when the connector instance has been deleted.

To restore data flow:

  1. In MaintainX, open the connector instance and generate a new token if needed. For more information, see Create a Connector Instance and Access Token.
  2. Enter the new token in the gateway's Auth token field. For more information, see Point the Gateway at MaintainX.

If the connector instance was deleted, contact your MaintainX representative.

Issues That Require Your MaintainX Representative​

Contact your MaintainX representative for the following issues, because they involve onsite work or changes to the managed system:

  • Registering a new sensor or re-registering a sensor to a different asset.
  • Correcting a sensor's axis orientation.
  • Replacing a sensor battery or a damaged sensor.
  • Adding, moving, or replacing a gateway.
  • Changing how often sensors report readings.
  • Missing meters for a sensor that is registered.

Contact MaintainX Support​

If your issue isn't listed here or you continue to experience problems, contact your MaintainX representative or MaintainX Support. Include your gateway's serial number, the affected sensor's serial number, and the connector instance name to help us investigate.