Software device troubleshooting

Last updated at September 9th, 2020


Please see here for detail on setting up your software device

Decision Tree

Can you see your device on the devices page?

(See here for details on how to connect to SensorSpace and view devices.)

  • Yes
  • No
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Are all the variables visible after clicking on the device?
  • Yes
  • No
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Are they updating at the expected rate? (you may need to click refresh or click on a variable to see the most recent received data)
  • Yes
  • No
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Looks like things are working as expected.
Check the update rate (when to send) selected in the LOG100 Cloud configuration window.

What (if any) variables are visible?
  • None at all
  • Correct variables plus Status but values are all zero
  • Some variables plus Status but less than expected
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Check PC, is LOG100 running?

  • Yes
  • No
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Check PC, is it connected to the network?
  • Yes
  • No
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Check SensorSpace server settings. Is the device bound to the correct LOG100 project?

  • Yes
  • No
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Check that ‘When to send’ is enabled and correct rate is selected.

  • Yes
  • No
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Check that channels required have had ‘Send to cloud’ checkbox ticked.

  • Yes
  • No
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Click show log. Wait for at least 60 seconds or five data intervals. Copy and paste contents and contact Mantracourt support.

Click the channels that are required. (This will require clicking ‘OK’ in the configure project window to update)
Select the update rate required.

Open correct LOG100 project and click ‘Bind to current’.

Check physical/wireless connections to network.
Open the correct project in LOG100.
Is Status showing zero (Good)?
  • Yes
  • No
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Check log. Wait for at least 60 seconds or five data intervals. Copy and paste contents and contact Mantracourt support.

Is Status showing 62 (remote timeout)
  • Yes
  • No
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The base station is not receiving signal from the selected transmitters. Ensure that the data tags have been entered correctly and that the radio settings of the base station and transmitters all match.
Please contact Mantracourt for further support.
Check that channels required have had ‘Send to cloud’ checkbox ticked.

  • Yes
  • No
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Check that your plan and the Cloud delivery interval selected allows the channels required to be sent. Try reducing the delivery rate to allow more channels or contact Mantracourt to change plan.

Click the channels that are required. (This will require clicking ‘OK’ in the configure project window to update)
Are you signed into the correct user account?
  • Yes
  • No
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Please contact Mantracourt to ensure that the device is linked to your user account.
Please sign into the correct account and try again.



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