The section is aimed to troubleshoot the most common issues that may arise regarding the Device Care connection to myRTLS.com. Below you can find tips and techniques that can help to isolate and solve the issue.
If there are no data as in the picture below, you need to check the connection between Device Care and myRTLS.Com.
Open a terminal or connect to your server via SSH/Putty to confirm that there is a connection between your server to outgoing host. Use the following command:
The response should be the following:
Using a proxy is possible as well. To verify your connection using proxy use this command instead:
The same proxy address should be used during the installation.
No Data Received by myRTLS Cloud
The steps below are related only to Device Care deployment on the Ubuntu platform
Check if the services are alive
This command should reveal if the telegraf, redis, and device-care services are running and for how long. See an example of the output below:
Check the logs of your telegraf service using the following command:
If you can see the
context deadline exceeded message being repeated many times, there is an issue with DNS resolution from your Docker container.
The optimal way is to fix the error by updating your
netplan configuration to correspond with the needs of your network.
If this is not possible at the moment you can fix the error by setting the DNS address of
device-care-telegraf container to
22.214.171.124 (default Google DNS server) in the
You need to restart your services after the change using the next guide.
Restarting the services
Navigate to navigate device-care-installer folder.
Turn off the docker composer
Turn on the docker composer
The service should start working as expected after the reset.
Some of the Data is Missing on myRTLS Cloud
Check if the server time is correct.
This command should output the current time of your server machine, and compare it with the actual time. If there is a significant delay, the data on myRTLS Device Care Dashboard may be missing.