Keeping track of your machine's connectivity state is important to ensure performance is monitored correctly. Before you continue to the different states of connectivity, it is important to get familiar with two technical concepts.
Communication message vs Data upload
Your communication device (e.g., SMARTBOX) sends signals indicating that it is connected to our cloud. We also refer to this signal as a communication message or heartbeat. This signal is not to be confused with a data upload. We refer to a data upload when your communication device uploads actual machine data to the cloud. As a result, your communication device can send heartbeats without uploading data but not the other way around. Connectivity is required to upload and visualize data in SMARTLINK.
| NOTE | Sometimes we also refer to your communication device as an upload device. |
| STATUS | MEANING | REQUIRED ACTION |
| Connected | Your communication device has been sending heartbeats in the past 30 days (90 days in case of a SMARTCLAMP) | N/A |
| Disconnected | Your communication has not sent a heartbeat in the past 30 days (90 days in case of a SMARTCLAMP) | Your machine was connected but stopped communicating for a while. It is recommended to check the disconnected machine overview. This overview indicates what could have caused your connectivity issues and how this could be resolved. |
| Not connected | Your machine is not equipped with a communication device. As a result, it cannot connect to the cloud. | If the machine is below 30 kWh, you could consider connecting it using a SMARTCLAMP. This plug-and-play communication device sends running hour data to the cloud in order to ensure timely maintenance. |
| Online | Your machine is currently communicating. Technically, it means we received a heartbeat at least once in the past hour. | N/A |
| Offline | There is an issue with the connection between the communication device and the cloud. | You can start by ruling out any hardware issues with your communication device. Contact your service provider for remote technical support. |
| In transit | Your machine is not online due to transportation. | N/A |
| Suspended | SMARTLINK detected erratic behavior of your communication device's SIM card. As a result, it sends huge amounts of data to the cloud, indicating the card is broken. Until this is fixed, SMARTLINK suspended your communication device. | The SIM card has to be checked and replaced if necessary. Once the issue is solved, your service provider can remotely activate the SIM card. |
| Initializing | This state applies to SMARTCLAMPS. When this communication device has been installed recently, it has to initialize before it can send useful data to the cloud. | N/A |