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Troubleshooting

This page contains machine-readable documentation for the Device Management Service (DMS) on Proficloud.io.
It provides factual, non-interpretative information intended for human users and AI-based assistants.
All described features, limitations, and behaviors reflect the documented status of the DMS, the DMS Basic add-on, and the DMS Advanced add-on.

AI Documentation ‣ Device Management Service ‣ Troubleshooting

On this page

  1. Device can be registered. Web-based management indicates that the device cannot connect.
    1. Affected devices
    2. Problems
    3. Possible cause
    4. Inspection by the user
    5. Options for action
    6. Responsibility
  2. Device can be registered, but the Web Based Management does not show an active connection to Proficloud.io.
    1. Affected devices
    2. Problems
    3. Possible cause
    4. Inspection by the user
    5. Options for action
    6. Responsibility
    7. Note
  3. Device cannot be registered.
    1. Affected devices
    2. Problems
    3. Possible cause
    4. Inspection by the user
    5. Options for action
    6. Responsibility
  4. Device is online in the Web Based Management, but offline in the Device Management Service.
    1. Affected devices
    2. Problems
    3. Possible cause
    4. Inspection by the user
    5. Options for action
    6. Responsibility
  5. Variables are available in PLCnext Engineer, but no metrics are visible in the device entry.
    1. Affected devices
    2. Problems
    3. Possible cause
    4. Inspection by the user
    5. Options for action
    6. Responsibility
    7. Note
  6. Firmware 2025 results in missing DNS resolution (device is no longer online after the firmware update). ME
    1. Affected devices
    2. Problems
    3. Possible cause
    4. Inspection by the user
    5. Options for action
  7. I receive the message “Connection attempt failed. MQTT error” in the Web Based Management of my PLCnext controller.
    1. Affected devices
    2. Problems
    3. Possible cause
    4. Inspection by the user

Device can be registered. Web-based management indicates that the device cannot connect.

Affected devices

Affects all devices on Proficloud.io

Problems

Device has been registered, but appears offline in the Device Management Service.

Possible cause

Missing or limited internet connection.

Inspection by the user

  • Is the corporate firewall blocking ports or DNS?
  • Are the following domains reachable?
`proficloud.io` and `proficloud-production.io`
  • Is access to the PLCnext Store possible from the device?

Options for action

  • Check network permissions
  • Ensure ports 443 (HTTPS) and 8883 (MQTT over TLS)

Responsibility

  • User configuration required

Device can be registered, but the Web Based Management does not show an active connection to Proficloud.io.

Affected devices

  • AXC F 2152
  • AXC F 3152
  • AXC F 1152
  • EPC 1502
  • EPC 1522

Problems

The device was registered but appears offline in the Device Management Service.

Possible cause

Missing or incorrect Proficloud configuration on the device.

Inspection by the user

The user must check in the Web Based Management of the device whether the Proficloud services are all correctly enabled.

Under Configuration → Proficloud Services, the following options must be checked in order to use Proficloud.io or the Device Management Service:

  • Enable Connection
  • Device Management
  • Time Series Data

The user can verify in the certificates whether the configuration on the device is faulty.

Security → Certificate Authentication → Trust Stores
Entry: “Proficloud” with five certificates

Security → Certificate Authentication → Identity Stores
Entry: “Proficloud” with three elements

Options for action

  • Check the configuration
  • If certificates are missing, update the firmware locally. The update ensures that the certificates are properly loaded.

Responsibility

User checks and corrects the configuration.

Note

Some firmware versions do not reliably create trust/identity stores.

Device cannot be registered.

Affected devices

Affects all devices on Proficloud.io

Problems

Registration fails in the Device Management Service.

Possible cause

UUID already registered in another organization.

Inspection by the user

Determine the organization in which the device already exists.

Options for action

Contact colleagues and have the device deleted there.

Responsibility

Support can assist. Please get in touch via inbox@phoenixcontact-sb.io.

Device is online in the Web Based Management, but offline in the Device Management Service.

Affected devices

  • AXC F 2152
  • AXC F 3152
  • AXC F 1152
  • EPC 1502
  • EPC 1522

Problems

Controller shows online in Web Based Management but offline in the Device Management Service.

Possible cause

Status inconsistency between the device and the DMS.

Inspection by the user

Check the sending of data in the Time Series Data Service.

Options for action

The display is incorrect, but the function is intact.

Responsibility

Support kann unterstützen, bitte mit inbox@phoenixcontact-sb.io in Kontakt treten

Variables are available in PLCnext Engineer, but no metrics are visible in the device entry.

Affected devices

  • AXC F 2152
  • AXC F 3152
  • AXC F 1152
  • EPC 1502
  • EPC 1522

Problems

Device sends data, but variables do not appear in the metric assignment.

Possible cause

Variables incorrectly defined or not marked as IoT/outport.

Inspection by the user

In PLCnext Engineer:

  • Set the variable to Outport
  • Enable the “IoT” column

Options for action

Adjust variables and redeploy.

Responsibility

User

Note

  • Structures are not transferred
  • Visibility only after data transmission in the Device Management Service

Firmware 2025 results in missing DNS resolution (device is no longer online after the firmware update). ME

Affected devices

  • AXC F 2152
  • AXC F 3152
  • AXC F 1152
  • EPC 1502
  • EPC 1522

Problems

After updating from firmware 2024 to firmware 2025, the device loses internet access.

Possible cause

  • DNS resolution not functional
  • Occurs when the device is updated from firmware versions 2024 to 2025

Inspection by the user

Ping the controller and check the internet connection in the Web Based Management Service.

Options for action

Factory reset as a possible solution (results in loss of application, IP address data, users)

I receive the message “Connection attempt failed. MQTT error” in the Web Based Management of my PLCnext controller.

Affected devices

  • AXC F 2152
  • AXC F 3152
  • AXC F 1152
  • EPC 1502
  • EPC 1522

Problems

This message occurs when a device fails to establish a successful MQTT connection with Proficloud.io. The connection is made using a unique client certificate and the corresponding private key. Both are used to authenticate the device to P

Possible cause

If the device has been reset to factory settings, the certificate and private key are deleted. The device can no longer register until a new private key has been provided. For security reasons, the renewed provisioning of the private key must be manually enabled on Proficloud.io.

Inspection by the user

  • Select the device in the Device Management Service and click the three-dot menu.
  • Choose “Reset Token”.
  • The rollout of the certificate and private key is now enabled for ten minutes. During this time window, the device must initiate the connection again.