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Machine Not Reporting

A machine that was reporting has stopped — data is no longer reaching MachineMetrics. Work top-down: confirm scope, then fix at the right layer.

tip

The tablet is only a viewer. Restarting it will not fix a connectivity or reporting issue.

1. Identify Scope​

Before diving into fixes, determine how many machines are affected:

  • One machine → issue is between that machine and the Edge (cabling, controller or IO configuration, machine settings)
  • Multiple machines, but not all → likely a shared switch, VLAN, or IO module — or separate coincidental issues
  • All machines on one Edge → the Edge itself or its network connection
  • Machines across multiple Edges → site-wide IT or network issue

Also rule out recent events that could explain the outage:

  • Power outage or planned maintenance window
  • Internet or ISP outage
  • Physical damage (e.g., a cut cable, unplugged device)

2. Check Edge Status​

Navigate to Assets → Edge Devices → Edge Management to see the live status of your Edge devices.

StatusColorMeaning
ReportingGreenOnline and actively sending data
Not ReportingRedOffline — check power and network
Never ReportedBlueRegistered but has never connected

Buffer bar (shown below each Edge):

  • Gray — Normal; buffer is healthy
  • Yellow — Monitor; buffer is growing
  • Red — Needs attention; data may be delayed

Hover over the buffer bar to see its current size. If the Edge is online but buffering, machines may appear offline until the buffer clears and data backfills — this can take minutes to hours depending on buffer size. If the buffer keeps growing, escalate to support.

note

Edge Management shows live status only. It does not provide logs or allow review of past time windows.

See System Settings → Edge Management for full details.

3. Fix at the Right Layer​

Physical Edge Offline​

  1. Confirm power — check that the Edge device has power and that link lights are active on the network port.
  2. Power-cycle the Edge — unplug it, wait 10 seconds, then plug it back in. Allow up to 10 minutes for it to reconnect and begin reporting.
  3. If it still does not appear online, have IT ping the Edge's IP address and check the MAC address vendor. A vendor mismatch (e.g., "DELL" where you expect a MachineMetrics Edge) may indicate an IP conflict.

Virtual Edge Offline​

  1. Confirm the VM is powered on and not paused or suspended.
  2. Check minimum resource allocation: 4 vCPU / 4 GB RAM / 64 GB disk (supports approximately 50 machines).
  3. Verify the VM has not been migrated by vMotion, DRS, or Hyper-V live migration — confirm the correct Port Group, VLAN, and vSwitch are still assigned.

See Provision a Virtual Edge on the MachineMetrics Support site for setup reference.

Machine-to-Edge (Single Machine Offline)​

  1. Check cabling and power for the controller, IO modules, and any Moxa serial-to-Ethernet converters.
  2. Reseat or replace cables if there is any sign of damage or a loose connection.
  3. Verify the controller configuration matches what MachineMetrics expects:
    • Network protocols (FOCAS, MTConnect, OPC-UA, etc.): confirm the correct IP address and port
    • Serial (Haas, Moxa): confirm baud rate and IO mapping
  4. If the machine still does not report, have IT ping the machine's IP and check the MAC address vendor. An unexpected vendor (e.g., "DELL" where you expect "FANUC") indicates an IP conflict that must be resolved before connectivity can be restored.

See the Connectivity Overview and the relevant protocol guide for detailed configuration steps.

Site-Level (All Edges Offline)​

  1. Inspect upstream network switches, firewalls, VLANs, and DNS configuration.
  2. Escalate to your IT team — provide the Edge IP addresses and the MachineMetrics network requirements.

See Network Requirements for the full list of ports and firewall rules required by MachineMetrics.

4. Observe and Confirm Recovery​

After applying a fix, verify that reporting has resumed:

  • Machine Timeline — confirms the machine is active and shows the data backfill as the buffer clears
  • Current Shift Dashboard — shows live production status

Compare downtime timestamps on the timeline to confirm the outage period aligns with what you observed, and that data has backfilled correctly.

Frequently Asked Questions​

Does restarting the tablet fix a reporting issue? No. The tablet is a viewer only — it displays data from MachineMetrics but does not affect data collection. Restart the tablet only if the display itself is unresponsive.

Will buffered data be lost if the Edge was offline? If the Edge device was powered on and only lost its internet connection, data is buffered locally and will backfill automatically when connectivity is restored. If the Edge itself was powered off, data collected during that window is lost.

Need further assistance? Contact support@machinemetrics.com and include the Edge name, the affected machine names, and the approximate time the issue started.