Troubleshooting

Common issues and their solutions when working with Pulse.

Connection Issues

OPC UA Server Not Reachable

Symptoms: The data source reads "Not reading", and the monitor that alerts when it is unreachable is Unhealthy.

Possible Causes:

• Firewall blocking TCP port 4840 (or custom port)
• OPC UA server not running
• Incorrect endpoint URL

Solutions:

1. Verify the OPC UA server is running on the target machine
2. Check firewall rules between Pulse and the OPC UA server
3. Confirm the endpoint URL is correct, including protocol and port

S7 PLC Not Reachable

Symptoms: The data source reads "Not reading", and the monitor that alerts when it is unreachable is Unhealthy.

Possible Causes:

• Network connectivity issue
• Incorrect IP address, rack, or slot configuration
• PLC is in STOP mode

Solutions:

1. Verify network connectivity to the PLC (ping the IP address)
2. Check rack and slot values match your PLC hardware
3. Verify the PLC is in RUN mode

Authentication Issues

OPC UA Authentication Failed

Symptoms: The data source cannot connect and reports an authentication error.

Solutions:

1. Verify username and password are correct
2. Check that the security mode and policy match the server configuration
3. For certificate authentication, ensure the certificate is valid and trusted by the server

Notification Issues

Not Receiving Notifications

Possible Causes:

• Operating hours configured incorrectly
• Not assigned to the escalation policy
• Notification channel not configured in severity

Solutions:

1. Check your operating hours in Preferences
2. Verify you or your team are listed as recipients in the escalation policy
3. Confirm the severity level includes the expected notification channels
4. Verify your mobile number is set correctly for SMS/call notifications