Machines & Connect4 min read

Troubleshoot missing machine data

An offline indicator or old reading is a clue, not a diagnosis. Start with the scope of the problem and the last known good event.

Before you begin

• Machine ID, module serial number, and the last successful connection time.
• Any displayed error and recent changes to the machine or venue network.

Step by step

1. Check the scope

   See whether one machine, one location, or the entire fleet is affected. Compare with another device when possible.

2. Review status information

   Check the App Status page. If it says status is unavailable, that is not evidence that the service is healthy or down. Contact support if you need confirmation.

3. Check the local situation

   Confirm with the venue that the machine is powered and that the required connectivity is available. Follow the approved device guide for any physical inspection.

4. Avoid destructive troubleshooting

   Do not reset, rewire, or unpair the module unless the approved instructions or support direct you to do so. Preserve useful logs and timestamps.

5. Send a focused request

   Include the device identity, last received time, exact error, scope of the issue, and steps already tried. Exclude network passwords and access codes.

Check your result

You have narrowed the issue and collected the information support needs to investigate.

If you need help

Use the support request page to prepare an email. Until ticketing is connected, the website cannot create a ticket number or display its progress.

Operator workflow guide · Updated October 10, 2026. Product previews are illustrative. Menu names and feature availability can vary by release and subscription. Check the in-app help or contact support for the exact path in your version.