Troubleshooting

AudienceAll Users, Plant Admins, Integrators

Required PermissionsVaries by module

Estimated Time5 min read

Demo Referencecemento-valladolid

Start from the symptom you observe in OTCognix to isolate the layer causing the issue.

"No Data Is Arriving"

1. Verify the tag's Source Tag matches the ingestion ID
   • In Configuration → Tags, confirm the tag's source_tag matches the exact id sent by Field Agent, MQTT, or POST /api/v1/ingest/iot-data.
2. Check the ingestion credential
   • Confirm your Telemetry API key is active and belongs to the target plant.
3. Inspect Field Agent or MQTT status
   • For OTCognix Field Agent, verify outbound WSS connectivity to Field Agent Gateway and check the local source profile status.
   • For MQTT, verify topic mapping under Telemetry → MQTT Subscriber.
4. Check Data Integrity
   • Open Data Management → Data Integrity to see whether the tag is stale, offline, or reporting q: false (Bad quality).

"My Trend Is Empty"

1. Check the time window in the Period & Bucket toolbar
   • Ensure the selected range overlaps with timestamps actually persisted for those tags.
2. Check Live Values first
   • If Live Values updates but Historical Trends is empty, wait briefly for persistence or verify the plant timezone vs. browser clock.
3. For Calculated Tags
   • Open Edit and Test Formula on the tag. Missing, invalid, or expired input readings produce Bad quality with no numeric output.

"I Cannot See a Plant or Sidebar Section"

1. Confirm the active Company in the top header dropdown.
2. Open User Menu → My Roles & Permissions to verify your plant role and permissions.
3. Ask your Company Admin or Plant Admin to grant access to the missing plant or feature area.