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Citizen Troubleshooting

Cannot Connect to Machine​

Problem: Connection test fails when adding machine.

Solutions:

  1. Verify Firmware Version

    • Check that NC-MAIN firmware meets minimum requirements
    • Contact Citizen distributor for firmware upgrade if needed

  2. Verify IP Address

    • Confirm IP address on machine control
    • Check for typos in MachineMetrics

  3. Verify Port Number

    • Common port: 683
    • Check control network settings
    • Try port 10001 if 683 doesn't work

  4. Check Network Connectivity

    • Ping machine from Edge device or computer
    • Ensure machine and Edge are on same network/VLAN
    • Check firewall rules

  5. Verify Machine Powered On

    • Control must be powered on
    • Ethernet communication must be enabled

Machine Alarms or Freezes​

Problem: Machine alarms or control freezes when connected.

Solution:

This is likely a firmware issue. Contact your Citizen distributor immediately to upgrade the NC-MAIN firmware to the minimum recommended version or higher.

⚠️ CRITICAL: Do not continue using MachineMetrics if the machine is alarming or freezing. Upgrade firmware first.

No Data Appearing​

Problem: Machine connects but no data displays in MachineMetrics.

Solutions:

  1. Check Adapter Settings

    • Verify correct adapter type selected (Citizen M700 or Mitsubishi M70)
    • Review Data Collection tab

  2. Run a Program

    • Some data only appears during operation
    • Load and run a test program

  3. Check Control Settings

    • Ensure external communication enabled
    • Verify no security restrictions blocking data

Part Count Not Incrementing​

Problem: Part count stays at zero or doesn't increment.

Solutions:

  1. Verify Part Count Method

    • Go to Machine Settings → Data Rules
    • Select the correct part counter source from the dropdown

  2. Check Work Counter Configuration

  3. Verify M-Code in Program

    • If using M-code method, check if M-code is in program
    • Ensure barfeeder signal is wired (if using signal method)

  4. M850 Control: Check Parameter #8001

    • On M850 controls, the external part-count signal must be bound to the M-code used in the part program via parameter #8001
    • If #8001 is not set, MachineMetrics shows 0 parts even when the HMI counter increments
    • See Citizen M850 Control for configuration steps

  5. Run Complete Cycle

    • Part count may only increment on M30 or program end
    • Run a full cycle to test

Wrong Adapter Type Selected​

Problem: Accidentally selected wrong adapter or MTConnect.

Solution:

  1. Go to Machine Settings for that machine
  2. Click Data Collection tab
  3. Click Change Adapter or remove and re-add
  4. Select correct adapter:
    • Citizen M700 (for M700 controls)
    • Mitsubishi M70 (for M850 controls)
  5. Re-configure connection settings
  6. Test connection and save