# Troubleshoot

> How to find the cause of a problem in Proxus. Where the product reports errors, how to read them, and which page covers each area.

Source: https://proxus.io/docs/troubleshoot

Most problems in Proxus show up in one of a few places, and the message there usually names the cause. Start with
the screen closest to the symptom, then follow the data back towards the machine.

## Follow the data

1. **Is the gateway connected?** In **Edge Gateways**, the status says `Online (for ...)`. If not, nothing behind it
   can work. See [Gateways](https://proxus.io/docs/troubleshoot/gateways).
2. **Is the device reading?** The device's status and each tag's value say whether the gateway reaches the device
   and reads each address. See [Devices](https://proxus.io/docs/troubleshoot/devices).
3. **Does the data arrive where you expect it?** Trends, the UNS and outbound targets each have their own
   conditions. See [Data](https://proxus.io/docs/troubleshoot/data).
4. **Does the automation run?** Pipelines, rules and functions report their deployment and errors. See
   [Automation](https://proxus.io/docs/troubleshoot/automation).

## Where Proxus reports problems

| Place | What it shows |
| --- | --- |
| **Health Checks** | A list of findings across the system: offline gateways, devices that stopped sending, pipelines that run nowhere, objects the edge rejected. Start here when you do not know where to look. See [Health checks](https://proxus.io/docs/organize/health-checks). |
| Device page | The device's status, the last error with its code, and each tag's value and quality. See [The device page](https://proxus.io/docs/connect/devices/device-page). |
| **Edge Gateways** | Whether each gateway is connected, since when, and why not. |
| **System Logs** | Log entries of the hub and every gateway, by level and source. See [System logs](https://proxus.io/docs/administer/system-logs). |
| **Check** on an outbound target | Whether its parameters are complete, its last success and failure, and a connection test. |
| Pipeline **Deployments** and **Trace** tabs | Where a pipeline runs, its last error, and samples of the data it handled. |
| **Logs** on a function | The function's own log lines and errors. |

## Error codes

Device errors carry a code such as `COMM_TIMEOUT_001`, a scope (`Device`, `Tag` or `Unknown`) and a confidence
(`High`, `Medium`, `Low`). The code names the kind of problem, the scope says whether the whole device or one tag
is affected, and the confidence says how sure Proxus is about its reading of the driver's message. The codes are
listed in [Devices](https://proxus.io/docs/troubleshoot/devices#error-codes).

## When you ask for help

Collect a [support bundle](https://proxus.io/docs/administer/support-bundle). It contains the logs and settings support needs, with
passwords removed. Send the bundle to your Proxus partner, or to Proxus support through the [contact form](/contact),
with the time the problem started.