Data not showing: Asset indicators

Use this article when no data is visible for an asset and you want to quickly determine whether the issue is related to connectivity, the gateway, or the machine.

In this step, you check the asset indicator in the platform to understand:

• whether the asset is active,

• whether the gateway is sending data,

• and whether data has been received recently.

You are doing this to get an immediate overview of the system status before checking dashboards, gateways, or configurations.
The asset indicator helps you decide:

• whether the issue is caused by the gateway,

• by the machine,

• or by temporary data processing.

Based on the indicator color and the last received timestamp, you can determine the correct next troubleshooting step.

Important

The most reliable information is the last received timestamp, which you can see by hovering over the indicator.

The color is only a summary.

Gateway and appliance explained

To avoid confusion, it is important to understand the difference:

• Gateway
  The gateway is the Calculus device (for example C04, C06, C07).

  It sends data from the appliance to the cloud.

• Appliance
  The appliance is the customer’s machine in which the gateway is installed.

  It generates the data that is sent by the gateway.

Both must be powered on and working correctly for data to appear.

What the indicator colors mean

Green – Everything is working

A green indicator means:

• The appliance is active

• The gateway is active

• Data is being sent to the cloud successfully.

This is the optimal situation. Data has been received recently and everything is working as expected.

If the indicator is green but you still do not see data on the dashboard, the issue is not related to connectivity.
In that case, check the selected dashboard date range.

Dark green – Data is being processed

A dark green indicator means:

• The gateway is active, and

• Data was collected earlier and is still being processed.

This is usually temporary and not a problem. No data is lost.
The indicator should turn green once processing is complete.

What you can do

• Wait a few minutes.

• Refresh the page.

Orange – Gateway is active, appliance is not responding

An orange indicator means:

• The gateway is powered on and connected, but

• No data is being received from the appliance.

This often happens when the appliance is turned off, has lost power, or is no longer sending data.

What you can do

• Check that the appliance is powered on.

• Verify that the appliance is correctly connected to the gateway.

• If the appliance was recently powered on, wait a few minutes and check again.

Red – No connection available

A red indicator means:

• The gateway is not active, or

• The gateway cannot connect to the cloud.

In this situation, no data is sent or received.

What you can do

• Check that the gateway is powered on by inspecting the gateway LEDs.

• Check that the appliance is powered on.

• Verify that the gateway and appliance are correctly connected.

• If the gateway uses a mobile connection, try moving it to a location with better signal.

  Sometimes changing the orientation is enough to improve reception.

What if there are multiple asset indicators?

Some assets get there data from multiple datasources, each with its own asset indicator.

• If one indicator is green and another is orange or red:

  • The gateway is working.

  • The issue is specific to the data source linked to the non-green indicator.

• If all indicators are red:

  • The gateway is likely offline or has no cloud connection.

Always check each asset indicator individually. Hover over the indicator to see which source it belongs to and when data was last received.

Summary

Asset indicators provide a quick overview of whether your system is active and communicating with the cloud.

They help you determine:

• Whether the issue is caused by the gateway, or

• By the appliance, or

• By temporary data processing.

Checking the asset indicator first prevents unnecessary troubleshooting in dashboards or gateway settings.

If the indicator is green and no data is visible, continue with the next support step and check the dashboard date range.
If the indicator is red, continue with the next support step and check the gateway LEDs.