Fixing a Connection Problem

Each connection card shows its health and, after a failure, a line that starts "Last problem", with the time and the reason. Checks lists the recent checks with what each one found. Find your reason below.

Before you start

You need the Manage IoT Connections right. The cards are under Settings → Devices (IoT) → Connections.

Check the connection

1. Find the connection's card.
2. Choose Check now. You can check a connection once a minute.
3. Choose Checks to see the recent checks: When, How, Result and Took. A result is Passed, Failed, Needs a new sign-in, Couldn't be reached, Slowed down by the vendor or Vendor unavailable.
4. Read the reason on the "Last problem" line and find it in the list below.

The reasons and what to do

• The credentials were rejected. The key, token or password was changed or revoked at the vendor. Choose Sign in again (it appears when the card says Needs a new sign-in) and enter the new value. See How to Relink a Connection.
• The sign-in has expired or was revoked. Choose Sign in again.
• The key has expired. Create a new one and relink. Create a new key at the vendor, then choose Sign in again.
• The account does not grant the permissions needed. The vendor sign-in was approved with fewer permissions. Sign in again and approve all of them.
• The account, site or hub was not found. It was removed at the vendor, or the id is wrong.
• The vendor asked to slow down. Wait and try again shortly.
• The vendor's service is not answering. or The vendor did not answer in time. The vendor is having trouble. Try again later.
• The address could not be reached. or That address is not allowed. Check the address. It must be reachable on the public internet over HTTPS.
• The secure connection failed. The address's certificate is not valid.
• The vendor redirected the request. Redirects are not followed, so enter the final address.
• The vendor moved your account to another server. Enter the server shown in its app.
• The vendor plan has expired., The vendor plan's allowance is used up for now. or The trial allowance is used up. The limit is on your account with the vendor. Renew the plan there, or wait.
• Your vendor credits for today's share are used up. Wait; the connection resumes by itself.
• The vendor's answer was not understood. or A required setting is missing. Check the connection's settings.
• This connection has no linked vendor account; link it again. Choose Sign in again.
• Events your hub could not confirm were received. If you did not expect them, choose Event address, then Rotate…, type ROTATE and choose Rotate… again. The old address keeps working for a short time.

Result

The next check reads Passed, and the card's health returns to Healthy.

If it doesn't work

• The card says Needs sign-in and a new sign-in does not help: remove the connection and add it again. See How to Remove a Connection.
• The card says Disabled: choose Enable.
• "You can check once a minute.": wait a minute, then choose Check now again.
• "That vendor isn't available to link any more.": the vendor is no longer offered to your organization. Ask your platform administrator.

Good to know

• Passwords and tokens are never shown again after you save them. To change one, enter a new value.
• When a connection needs a new sign-in, or keeps failing, the people with Manage IoT Connections and the owner get a notification. Its title is the vendor's name followed by "needs you to sign in again" or "connection is having trouble". Open connection opens the connection. The same notice is not repeated within 24 hours, and it is withdrawn when the connection recovers.
• A connection becomes Degraded after one failed check, or after three failures in a row within an hour in normal use. The vendor slowing you down, or being unavailable, does not change the health.