Common problems

Find your problem below. For gateways, LoRaWAN and Sparkplug B, see also Gateway data not arriving.

Device stays Offline

The device was added, but no message from it has been accepted.

1. Wait 30 seconds and send again. The Firmcraft IoT Dashboard picks up new and changed devices every 30 seconds.
2. Check the topic. The topic your device publishes on must match the Topic Path in its settings exactly. COLDROOM-1/telemetry and coldroom-1/telemetry are the same, but COLDROOM-1/data is not. Leading or trailing / characters are ignored.
3. Check the broker. The device must publish to the broker in Broker / Server IP or URL. A device set up for mqtt.firmcraft.in but publishing to another broker is never heard.
4. Check port and security. Port 8883 needs Self-Signed Certificate; port 1883 needs None or Username & Password. A mismatch means messages are rejected.
5. Check the device itself. Can it reach the internet? Is its clock right? A wrong clock makes TLS fail.

Device Online but no values

Messages arrive, but some or all widgets are empty.

• The field names don't match. With no payload mapping, each metric name in the device's settings must match a field in its message. A device sending {"temp": 22} with a metric called temperature shows nothing. Rename the metric, or add a mapping.
• The readings are nested. A message like {"data": {"temp": 22}} needs a payload mapping.
• The value isn't a number. "22.5 C" needs a Text → number transform.

Values move on screen but disappear after a reload

The live view shows messages as they arrive, even ones that aren't stored. If a value disappears after you reload the page, it was never saved. The usual causes are a child device or metric that isn't configured, or a message from the wrong broker. Open the device's History to see what was actually stored.

Certificate errors

These appear on your device, or in mosquitto_pub, when connecting to mqtt.firmcraft.in:8883.

Error	Cause	Fix
certificate required or TLS alert 116	No client certificate was sent.	Load the .crt and .key from your certificate ZIP.
unknown ca or certificate verify failed	The device doesn't trust the IoT Dashboard's server.	Load ca.crt from your certificate ZIP as the CA certificate.
bad certificate or certificate revoked	The certificate was regenerated, or is from another server.	Use the newest ZIP. Regenerate if you've lost it.
key values mismatch	The .crt and .key come from different downloads.	Use the pair from the same ZIP.
certificate has expired	The certificate is past its end date, or the device's clock is wrong.	Fix the device's clock. If it really has expired, regenerate it.
wrong version number or connection closed at once	TLS was used on port 1883, or plain MQTT on 8883.	Use TLS on port 8883.
hostname mismatch	The device connected by IP address.	Connect to mqtt.firmcraft.in by name.

Can't log in

Message	What to do
Sign-in Failed	The email or password is wrong. Use Forgot Password? to reset it.
Account Pending	The account hasn't been activated. Open the activation email, or click Resend activation email.
Account Suspended	An Admin has suspended the account. Ask your company's Admin.
Account Locked	Too many failed attempts. Wait a while, then try again, or reset your password.

"Your subscription limit was reached"

Your plan allows a set number of devices and metrics. Remove devices or metrics you no longer need, or ask your Admin to upgrade the plan.

A banner says my subscription has ended

Once a subscription ends, and its grace period is over, a banner appears on every page. Ask your company's Admin to renew the plan.

Still stuck?

Click Get Assistance at the bottom of the sidebar in the dashboard to raise a support ticket. In Query, describe the problem and name exactly what it affects, so we can find it quickly:

• A device or gateway: its Device ID or Gateway ID, such as COLDROOM-1 or GW-1.
• A user or login: the email address of the account that has the problem.
• What you expected, and what you see instead, including any error message word for word.