Error Device Offline

"Device is in fatal error"
"The device not been seen within last 24 hours"

Type: This is an 'Error' message (Red highlight).

Source: This originates from Estate Manager. 

Symptoms: Most 'Error' type messages mean that a device is non functioning, but this particular error simply means that the device is offline and so its status cannot be known. While it is possible that the device is actually operating correctly, it's not clear from Estate Manager alone. 

Cause: A device being offline can occur for many different reasons:

  • Device is physically unplugged or powered off.
  • The devices network settings and/or Outbound connection settings have been changed to invalid/non-working values.
  • The end customers network and security team have disabled or blocked comms to/from the device, or has made some other fundamental network change which has caused the device to lose connection. 
  • Device has been damaged, or has suffered an internal hardware failure.

Fix: To fix this issue will need some investigation and fault finding.

Note that the "Last seen: X days ago" in the top right, which may help to point to an issue on a certain day.

If you are receiving data via some other network connection (HTTP Post, MQTT, BACnet, direct API connection, or relay outputs from a USB-IO module), then this proves that the device is at least powered on and working to some degree.

If you have more than one device at the same customer/site which have all gone offline at around the same time then this may indicate a common network change, or failure, to investigate further.

Without any other relevant information to work with, a site visit may be required to investigate further.