Known Issues
When you encounter any kind of unexpected application behavior, follow the measures described below. When none of the measures are successful, please contact the support team via the Industrial Asset Hub Service Desk
Application issues
| Description |
Measure |
|---|---|
| Application frozen or shows no or only partial content | Forcibly reload the entire application by using the shortcut key for your browser and operating system - Ctrl + F5 (Windows / Linux) - Cmd + Shift + R (IOS) - Option + Cmd + E (Safari) |
| Lists show invalid / incomplete data or functionality like filtering or grouping does not work | Check for corrupted Asset data regarding the Asset schema and fix or delete the corrupted Asset using the inventory api. Contact the Industrial Asset Hub Service Desk in case you need assistance. |
Asset list issues
| Description |
Measure |
|---|---|
| Asset list does not stop loading (spinner is shown) for an extended time | Reload the application using the reload button of the browser or the according keyboard shortcut. |
| Asset list does not show new assets after successful onboarding | Check for applied filters (filter symbol in column header). Reload the list by refreshing the web page. |
| Asset list does not show some information like Asset responsible or Last modified date after manually adding an asset | Reload the list by refreshing the web page. |
Inbox / Scan issues
| Description |
Measure |
|---|---|
| A device scan does not discover SNMP supported devices | The SNMP settings in IAH do not match with the configuration in the OT device. Go to the device configuration settings for the Asset Link SNMP App and update it with the required device SNMP credentials. Please view documentation for more details. |
| The scan via Default IP scanner results in an empty list even when there are devices in the network | The Default IP scanner needs Layer-2 access in the Edge device to respond with the device list. For more information, please visit the online documentation of Siemens Industrial Edge. |
| The scan via Default IP scanner displays unknown devices which are not part of the network | If Layer-2 access is enabled in the Industrial Edge device and configured on the same subnet as the physical interface, the Layer-2 enabled containers are reachable via the physical interface and hence discovered in the scan. To avoid this, simply configure Layer-2 on a different subnet. For more information, please visit the online documentation of Siemens Industrial Edge. |
| The scan via Default IP scanner takes a lot of time | The Default IP scanner takes time for large ranges (e.g., >10,000 IPs) as it scans in batches of 1,000 with timeouts to avoid falsely triggering security/network intrusion detection systems. To speed up, scan in smaller ranges. |
Remote connection issues
| Description |
Measure |
|---|---|
| The action item 'Remote Connections' is disabled and greyed out. | Establish a new remote connection. Once the connection is active, the 'Remote Connections' action is enabled. |
| The 'Establish remote connection' option is disabled and greyed out for an asset in the context menu. | Check if the asset is a Asset Gateway. Remote connection to a Asset Gateway is currently not supported. |
| A remote connection is established, but after opening the device webpage in a new tab, a 400 (Bad Request) response is given. | If a device is giving 400 (Bad Request) error, try clearing the browser cookies or opening the webpage in an incognito tab. |
| Failure reason is not seen in Remote Job Management. | Check the version of the installed Asset Gateway. Version 1.1.2 or higher is required to get the failure reason. |
| Web server file upload and download request failure. | Currently, the Kong API Gateway supports file sizes up to 150MB for upload and download requests. Files that exceed this limit will fail, even if the maximum retry count of 5 is reached. |
| Remote connection failed for an asset with multiple IP Address discovered. | Currently, remote connection is established for the first discovered IP address associated with the device. The remote connection will fail if the first IP address is not the IP address that is facing the Gateway application. This limitation will be addressed in upcoming versions to provide more flexible remote connection options. |