Monitoring problems
Fixes for common problems connecting systems, working alerts, and managing monitoring subscriptions.
Last sync looks old
Devices update about once an hour, so this is expected between syncs. If a device has never synced, check its status on the site's Overview tab; it's either still connecting or genuinely disconnected. See Find and review a site.
A synced device shows "Not in the system definition yet."
The device is connected and reporting, but doesn't match anything recorded on the System tab. Add a matching component there if you want the two to line up. See Find and review a site.
A site sits on "Needs connection" for a while
Don't just wait: send a connect or reconnect email from the Sites list, Command Center, or the site drawer. See Connect a system.
A customer says they connected, but no devices show up
They likely signed into a different account than the one on file with their equipment's own app. Have them try again with the right login. See Connect a system.
A customer's portal shows "Is your system working? Start monitoring."
This means a monitoring subscription is required before they can connect devices or see performance. Enroll them in a plan, or have them pick one, before they try to connect. See Manage monitoring subscriptions.
A customer's portal shows "Monitoring is paused"
Their monitoring subscription is paused or cancelled. Their historical data is still available; resuming the subscription reconnects devices and restarts updates. See Manage monitoring subscriptions.
A customer's health status reads "Needs Attention" or "Action Required"
These are the customer portal's own status labels, driven by open alerts and connection status, not a fixed value: they can change the moment an alert opens or closes even if no device state changed. Check the property's alerts for severity before treating either as urgent.
An alert is stuck on Active even though its work order is done
This is expected: completing a work order never resolves its alert by itself. Open the alert and click Resolve. See Read and work an alert.
An alert was dismissed or resolved by accident
Find it under the Dismissed or Resolved filter and, for a dismissed one, click Reopen to send it back to Active. See Read and work an alert.
Enroll Customer, or creating a plan offer, is blocked by a Stripe Connect message
Payments (Stripe) isn't fully connected for your organization yet. This can't be worked around from the subscription or offer form; finish connecting Stripe first.
Fulfilling an entitlement is blocked with an inline error
This happens when the subscription has no property, its deliverable has no project template, or you selected entitlements that use different templates. Fulfill them separately instead. See Fulfill an entitlement.