The gateway is Offline. Is the data lost?

No, as long as the gateway service is running: data piles up on its disk and arrives once the link is back. Check that the service is running and that the server has outbound access to 443.

A connection says Not reading. Where do I start?

The reason stands under the status: System unavailable, Login rejected, Server certificate not trusted and others. Act on it; the table is below.

Gateway and connection statuses: what they mean and what to do

Statuses show under Integrations, on the Gateways tab: the gateway has its own row, and so does each connection. A connection shows the last thing the gateway said about it, so it is fixed at the site.

Gateway link

Status	What it means	What to do
Online	the gateway comes online regularly	nothing
Offline, last seen …	the gateway has been silent too long	check that the service or container is running, that there is outbound access to 443 and that the proxy does not ask for a sign-in. If the service is running, data piles up on the gateway's disk and arrives later
Status unknown	the cloud cannot read the gateway's state right now	wait and reload the page; nothing to do at the site
Incompatible version	the cloud no longer accepts this gateway version. The gateway knocks but sends no data	a Windows gateway with automatic updates updates itself once a new build is out. Otherwise install the current build at the site. Meanwhile data piles up on its disk
Update to … did not install	the new version did not come up, and the service went back to the previous one	the gateway keeps running on the previous version. The same version is not offered to it again; the next one will be

Gateway buffer

Status	What it means	What to do
Waiting to be sent to the cloud, batches: …	data has piled up and is not yet accepted by the cloud	nothing if the number falls. If it grows, check outbound access and the proxy
Evicted by the buffer, samples: …	the buffer ran out of space and the oldest samples were evicted: there is a hole in the history	restore the link. If outages run long, raise `buffer_max_mb` in the settings file
Not accepted, batches in quarantine: …	the cloud refused these batches; the gateway set them aside and does not send them again	write to us with the gateway name

Connection

Status	What it means	What to do
No gateway	the connection has no gateway assigned	choose a gateway in the connection row
Waiting for connection status	a gateway is assigned but has not reported on the connection yet	wait for the gateway to come online
Connecting	the gateway is trying to connect to the equipment	wait. If the status does not change, see the reason below
Connected, no values yet	the link to the equipment is up, no values have arrived yet	check that tags are set and the source updates them
Reading, tags: …	data is flowing	nothing
Reading … of …	some tags have no value	the tags and the reason are named under the status: no such address, the device did not answer, not allowed to read and others. Fix the tag address or the rights on the source
Gateway offline	the connection's gateway is silent	see Gateway link above
Gateway needs an update, Gateway can't read the protocol	this gateway version does not know the protocol	update the gateway or choose another gateway for the connection
Gateway platform unsupported	the protocol runs only in a gateway on Windows (OPC DA, Mitsubishi CNC)	choose a gateway on Windows for the connection
Closed on a critical infrastructure site, Site closed	the cloud does not read this connection because of the critical infrastructure answer	see critical infrastructure
Catalog incomplete: …	the source browse hit a limit	narrow the connection to the part of the tree or the topics you need

The reason for Not reading

Reason	What to check
System unavailable	the equipment address and port, whether it is reachable from the gateway server, the firewall rules on the plant network
Login rejected	the credentials in the connection card on the Services tab
Access refused	the rights of that account on the source
Server certificate not trusted	put the OPC UA server certificate into the gateway's trusted list, more in protocols
Protocol error	that it is this protocol answering at the address, its version and connection mode
Invalid connection settings	the connection fields. If the settings file has `equipment_hosts`, the connection address must be in the list
System busy	the source answered that it is busy: wait, or lower the poll rate and the number of connections to it
Gateway limit exceeded	more values arrive than the gateway can take in: narrow the tag set or widen the deadband