Endpoints Status “Offline” in GreaseCloud

This guide explains why an Endpoint Device may appear “Offline” in the GreaseCloud Dashboard and outlines steps to identify and resolve the issue.

HOW “OFFLINE” STATUS WORKS

Endpoint Devices are viewed as a part of a Group, and assigned to an asset. The GreaseCloud Dashboard Asset View shows the Endpoints Connectivity Status as either “Online” or “Offline”

An Endpoint is marked Offline when it has not synced with the Gateway within the configured Inactivity Timeout.

The “Inactivity Timeout” set to each Endpoint can be viewed in the Health Tab.

• Default timeout: 10,080 minutes (7days)
  • This value can be adjusted by contacting GreaseBoss Support.

Selecting an Endpoint Device in the Health Tab will display the Device Health Details. There are tabs to view the Timeline or Diagnostics.

Yellow Dots in the Timeline indicate when an Endpoint has synced to the Gateway.

In the Diagnostics Tab, the RSSI line in the graph indicates the time that the Endpoint has Synced to the Gateway, as well as the signal strength of the connection.

The Voltage line in the graph indicates the voltage measure of the battery in the Endpoint.

ENDPOINT DEVICE “OFFLINE”

If an Endpoint Device is displaying Offline, follow the below steps for items to be checked and confirmed.

CONFIRM SCOPE OF ISSUE

Are ALL Endpoint devices on the asset also showing “Offline” for the same or similar period?

YES > Likely Gateway / Asset Issue

Possible Causes:

• Asset is powered down
• Gateway has no power
• Antenna disconnected or damaged
• Gateway hardware fault
• Network Fault
• GreaseCloud Data processing delay / fault

Actions:

• Confirm the status of the Asset
• Check Gateway:
  • Power connected
  • Antenna securely connected
  • LED indicator lights on
• Inspect antenna and cabling for damage
• If site uses a GreaseNode with the site OT Network, contact site OT Network Engineer to confirm Network Status.
• Contact GreaseBoss Support if unresolved.

Confirm Power to Gateway	Confirm integrity of BLE Antenna	Confirm Integrity of LTE Antenna

CONFIRM SCOPE OF ISSUE

Are ALL Endpoint devices on the asset also showing “Offline” for the same or similar period?

NO > Individual Endpoint(s) Issue

Possible Causes:

• Weak Signal from Endpoint to Gateway
• Battery depleted
• Device Fault or Physically Damaged
• GreaseCloud Data processing delay / fault

Actions:

Step 1 - Check Endpoint Device Health in GreaseCloud

• Check Device Health Timeline for long gaps between sync events (Yellow Heartbeats)
  • Identify if issue is recent or ongoing
• Check Device Diagnostics for RSSI Signal Strength.
  • >-80 dBm – OK
  • < -80dBm – Weak
• Check Endpoint Battery Voltage Diagnostic data. If the voltage data line is smooth and stable then the battery could be ok. If the volatage data line displays regular downward spikes in voltage levels, increasing in frequency, then battery is depleating.

Step 2 – Physical Inspection

• Check Endpoint Device condition (damage, mounting, environment, etc.)
• Ensure no obstructions affecting signal and connectivity

Step 3 – Battery Check and Force Re-Sync

• For battery Check, press and hold button on Endpoint Device for 1 second, then release
  • Observe LED:
    • LED Flashes – Battery OK
    • No LED Flash – Battery likely depleted
  • To Force Re-sync (Ensure Gateway Is Powered)
    • Press and hold button for duration as per instructions in below guide
    • Release button and Observe LED sequence as per instructions in below guide

 Low Flow 300 / High Flow 300 Sync Guide

Bulk Flow / MP2 / Low Flow 400 / High Flow 400 Sync Guide

Step 4 – Confirm Resolution

• Check GreaseCloud Dashboard for connectivity status and data update (may take 10-20mins to update)
• Verify new data is being received.

SYMPTOM/CAUSE REFERENCE

STILL NOT WORKING

Contact GreaseBoss Support with:

• Asset Name
• Endpoint Serial Number
• Description of issue
• Screenshots of Dashboard and/or Pictures of Endpoints (if Possible)

email: support@greaseboss.com.au