Operational Guide - 7. Troubleshooting

This chapter helps users determine whether an issue is an equipment or communications fault, and directs them to the detailed troubleshooting guides available in the GreaseBoss Knowledge Base.

Where the issue relates to how lubrication work is being executed rather than to the equipment itself, refer to Chapter 6.

In this chapter:

• Equipment Faults and Execution Issues
• First Checks
• Head Unit
• GreaseTags
• Gateway and Communications
• GreaseBoss Cloud Dashboard
• Detailed Troubleshooting Guides
• Contacting Support

Equipment Faults and Execution Issues

Most conditions that appear in reporting have one of two causes.

Distinguishing between the two early avoids investigating the wrong thing. A useful test is whether the issue follows a device or follows a route. Issues that follow a device are usually equipment faults; issues that follow a route are usually execution issues.

First Checks

Before investigating further, confirm the basics:

• The Head Unit is charged and has been returned to its charger.
• The charging location is within range of the Gateway.
• The Gateway is powered and its power supply has not been switched off or unplugged.
• Site power is available at the Gateway location.
• The Head Unit has synchronised recently, and recent activity is appearing in the GreaseBoss Cloud.

Check the last point at Dashboards → Health → Head Units. Judge recency by the Last Activity column rather than Connectivity: Connectivity only confirms the unit has synchronised within its Inactivity Timeout, which defaults to seven days, so it can read Online while the unit has not been seen for days.

A large proportion of reported faults resolve at this stage. Allow 10 to 20 minutes after a synchronisation for data to appear in the Cloud before treating it as missing.

Head Unit

Common conditions and where to start.

The coupler houses the RFID antenna. It should not be dropped, struck or used as a lever, as antenna damage can require replacement of the Head Unit assembly.

Detailed guidance: Head Unit Troubleshooting.

GreaseTags

GreaseTags are passive and maintenance-free. They contain no battery and no serviceable parts.

Common conditions:

• Tag missing — replace the tag and remap the point using the GreaseBoss Mobile App. No greasing history is lost.
• Tag damaged, cracked or deformed — replace rather than refit. A damaged tag may not retain or read reliably.
• Tag not reading — confirm the tag is correctly seated and oriented, confirm the fitting is clean, and check connection technique.
• Cross-reads between adjacent points — where tags sit close together, orient neighbouring tags so their RFID chips are as far apart as possible and not aligned toward a fitting they do not belong to.

Detailed guidance: Grease Tag Troubleshooting and Replace a lost tag.

Gateway and Communications

The Gateway links Head Units to the GreaseBoss Cloud. When it is unavailable, activity continues to be recorded on the Head Unit but does not reach the Cloud.

Common conditions:

• Head Unit not seen in the Cloud, or last activity is stale — check Last Activity at Dashboards → Health → Head Units, then confirm the charging location is within range of the Gateway, confirm the Gateway is still connected to power, and confirm site power is available at that location. If every Head Unit on site stopped at the same time, the Gateway or its position is the more likely cause than the units.
• Suspected Gateway failure — check for physical damage, disconnected power or data cables, or a missing antenna. Allow sufficient time for full startup after a restart.
• Site network backhaul issues — where the Gateway connects through site Wi-Fi, LAN or a site network, engage site IT to confirm connectivity.

Understanding how the Gateway communicates at your site helps identify the likely cause. A Gateway using a 4G SIM may be affected by cellular coverage or SIM issues; a Gateway using site infrastructure may be affected by network outages or firewall changes. Review the communication method before assuming the Gateway itself has failed.

Detailed guidance: Fixed Plant Gateway Troubleshooting and Confirm Gateway Power and Transmitting.

GreaseBoss Cloud Dashboard

Common conditions:

• Registration email link not working — registration links expire after a limited period. Contact support for a fresh link.
• Unable to log in when previously able to — check internet connectivity, try a private browsing window or a different browser, and browse directly to the dashboard address.
• Unable to reach the login page at all — site IT may be blocking external access. Ask local IT to allow the dashboard address.
• Expected data not appearing — confirm the relevant Head Unit has synchronised, and confirm the date range and filters applied to the view.

Detailed guidance: GreaseCloud Dashboard Troubleshooting.

Detailed Troubleshooting Guides

Contacting Support

Where an issue cannot be resolved, contact GreaseBoss Support.

Providing the following information will allow support to respond more quickly:

• The site and account name
• The asset, location and point names affected
• The Head Unit or Gateway serial number where relevant
• When the issue was first observed
• What has already been checked or attempted
• Screenshots of the affected records or screens

GreaseBoss can validate Gateway and Head Unit connectivity remotely, and can assist with configuration changes where required.

• Email: support@greaseboss.com.au