EDGE IO being disconnected for no reason

Support, Troubleshooting, & Help
1

Hello all,

I have deployed in my shopfloor 14 EDGE IO to do data collection for product traceability.
I encounter some issues with the EDGE IO.

I have sometimes EDGE IO that are being disconnected from the network.
It is never the same EDGE IO (so I discarded a faulty EDGE IO possibility).
Once the EDGE IO is disconnected, I have to manually reboot (turn Off and On) the device in order to reconnect it to the Network.
This is very annoying because this type of issue generates important loss of traceability data.

For example on the picture below :

image
image1330×184 16.2 KB

I have a support ticket (#22172) open on this issue since 1 month now but don’t manage to get a solution from TULIP support.

Does anyone have encountered the same issues with EDGE IO disconnection ?

I’m thinking about replacing this devices with other Iot Gateway devices that are able to run Node RED. Does anyone have tested other similar devices ?

Thanks a lot,
Paul

2

Hi @paul.genoud, thanks for your question. I just checked with our support team on your ticket: the most likely answer here is that this is a network issue. If you’re confident that this is not due to the network please reach out to support and they’re happy to assist you further.

3

Hi @John ,

Thanks a lot for your feedback !
Is there a way to proove that the issue is coming from the network ?
And what could be this issue ?

Could someone answer to the ticket with inputs of where to look ? My IT team is in copy of this ticket and will answer directly if there are actions to do on our side.

Thank you,
Paul

4

Hi @paul.genoud - It looks like the Tulip support team is in contact with your IT regarding this. Feel free to follow up on this thread if you need additional support :slight_smile: