Skip to content
English
Contact us
  • There are no suggestions because the search field is empty.

What to Check When an Enbase Hub Stops Communicating

Learn what to safely check when an Enbase Hub is no longer communicating remotely or when data from connected devices stops updating.

A communication issue can mean different things depending on what is no longer available. The Hub may have lost its remote cellular connection, or the Hub may still be online while one or more connected devices are no longer providing data.

Identifying which type of communication problem you are seeing can help Enbase Support troubleshoot the issue more quickly.

1. Determine What Is Not Communicating

First determine whether the issue affects the entire Hub or only specific Tags or connected devices.

  • If the Hub cannot be reached remotely through Enbase Dashboard, the issue may be related to the Hub communication path.
  • If the Hub can be reached but specific Tags show Scan Errors or stop updating, the issue may be between the Hub and the Tag data source.

2. Check Local Hub Access When Available

If you are safely able to access the site, try connecting locally to the Hub Control Panel using an approved Wi-Fi or Ethernet connection. Local access can help determine whether the Hub is operating even when remote communication is unavailable.

3. Check the Antenna Area

For cellular equipped installations, confirm that the external antenna is still properly positioned and is not newly blocked by surrounding equipment. Poor antenna placement or obstructions can affect cellular communication.

 4. Review Tag Scan Status

In Hub Control Panel Grid View, review the affected Tags and check:

  • Scan Status
  • Num Scan Errors
  • Num Cons Scan Errors

A Scan Error indicates that the Hub was unable to successfully retrieve a value from the Tag data source.

5. Review System Status

Open System Status and review the metrics for the relevant Hub Tasks and subsystems. Select Refresh to retrieve the latest values because System Status does not automatically refresh.

6. Review System Events

Open Event History and review System Events for warnings or errors around the time the communication problem began. The event source and message can provide additional troubleshooting context.

7. Contact Enbase Support

If communication does not recover, contact Enbase Support and provide the asset or Hub name, the approximate time the issue began, whether local Hub access works, any affected Tag names, Scan Status messages, and relevant System Events.

Do not change Network, Channel, or Task properties unless instructed by Enbase Support. These are advanced configuration areas and incorrect changes can create additional communication problems.