When something goes wrong, the fastest path to a fix is narrowing the problem to the right layer. Use the quick diagnostic checklist below, then jump to the specific guide for your issue.
Quick Diagnostic Checklist
Run through these 5 checks in order. Most problems are caught by step 3.
Check Gateway connectivity
Navigate to Data Management > Gateways. Are all gateways showing green Connected status?
- If a gateway is disconnected: Go to Gateway Issues
- If all gateways are connected: Continue to step 2
Check device status
Navigate to Data Management > Devices. Is your device showing Active with recent data?
- If the device is Passive: Activate it (check the Active box)
- If the device is Active but shows no data: Go to Protocol Issues
- If the device shows data: Continue to step 3
Check data freshness
Open the device details and click the Latest Values tab. Are values updating?
- If values are stale (not updating): Go to Data Flow Problems
- If values are updating but wrong: Check tag addresses in the Device Profile
- If values look correct: Continue to step 4
Check rules and actions
Navigate to Automation > Rules. Is your rule enabled and assigned to the correct gateway?
- If the rule is not triggering: Go to Rules & Automation
- If the rule triggers but the action fails: Check the notification channel configuration
Check dashboards
Open your dashboard. Are widgets showing data?
- If widgets show "No Data": Go to Dashboard Issues
- If data looks stale: Check the auto-refresh interval setting
Issue-Specific Guides
Gateway Issues
Gateway is disconnected, keeps reconnecting, or shows authentication errors.
Protocol & Addresses
Values look wrong, addresses do not match, or the PLC is not responding.
Data Flow Problems
Data is missing, delayed, buffered, or not reaching the Central Server.
Rules & Automation
Rules do not trigger, trigger too often, or actions fail silently.
Dashboard Issues
Widgets are empty, slow, or showing stale data.
System Diagnostics Tools
When the checklist above does not resolve the issue, use these platform tools for deeper investigation:
System Logs
Navigate to Administration > System Logs to view real-time platform logs. Use filters to narrow down:
- Level:
ErrororWarningfor problems - Category: Filter by component (e.g.,
Proxus.ProtocolDrivers,Proxus.Gateway) - Time range: Focus on when the problem started
Connection refused→ Network or firewall issueTimeout→ Device is slow to respond or address is wrongAuthentication failed→ Token mismatch between gateway and Central Server
Operations Center
The Operations Center provides a higher-level view:
- System Risk score drops below 70% → Something needs attention
- Connectivity Insight → Shows which gateways/devices are offline
- Action Queue → Prioritized list of recommended fixes
- Event Lag → Shows if the pipeline is backing up
Gateway Health Metrics
Check Data Management > Gateways and click a gateway to see CPU, RAM, and message throughput. If CPU is sustained above 90%, the gateway may be overloaded.