Troubleshooting

This chapter provides you with tips on how to locate and troubleshoot problems.

Sending emails

Diagnostics information is displayed on LOGO! Base module through menu: Diagnostics → Email → Mail Logs. You can refer to the following table to troubleshoot the error cause and fix the error through corresponding solution.

Diagnostics

Possible cause

Possible remedy

Mail busy

Emails are sent too frequently. When the server is sending an email, another email is triggered to send.

As you cannot change the email sending frequency, modify the email sending trigger event.

Time out

  • The network connection is unstable.

  • SMTP server response is time-out.

  • Check if your network connection is interrupted.

  • Check if the communication with the SMTP server is normal.

Failed to parse DNS

  • Network connection to DNS server is interrupted.

  • Some error occurs on the SMTP domain name.

  • Check if the connection with the DNS server is normal.

  • Change DNS server.

  • Check if the SMTP server domain name is correct.

Failed to login

The login account or login password is incorrect in the SMTP settings.

Check the login account or password in SMTP settings. Additional application code is required for certain SMTP server login. Refer to the user manual of specified email server for detailed information.

Receiver error

  • Email receiver is not configured.

  • Some error occurs on the configured email receiver.

  • Check if the email receiving group is configured with email receivers. On how to configure email receiver, refer to Tools -> Transfer -> Email Settings

  • Check if the receiver email address is correct.

  • Check if the receiver email address is within the receiving range of the SMTP server.

Net error

The network is disconnected when the server is sending the email.

Check your network connection.

No configuration

SMTP server is not configured in LSC.

Configure SMTP in LSC. Refer to Tools -> Transfer -> Email Settings.

Server error

  • SMTP server rejects the email sending request.

  • SMTP server response doesn't meet with the SMTP specifications.

Check if error occurs on the SMTP server or the SMTP server login email account.

Failed to verify certificate

The SMTP server certificate is invalid.

  • Upload valid certificate in SMTP configuration.

  • Check if the BM time is correct. Incorrect BM time makes it fail to verify certificate.

Cloud connection

Diagnostics information is displayed on LOGO! Base module through menu: Diagnostics → Cloud → Connection Status. You can refer to the following table to troubleshoot the error cause and possible solution.

Diagnostics

Possible cause

Possible remedy

Failed to parse DNS

  • DNS server is not available.

  • Error occurs when parsing IP address from DNS server.

 

  • Check your network connection.

  • Check if the gateway configuration is correct.

  • Check if the broker URL is correct.

Server connection timeout

  • No response from server when LOGO! is establishing TCP/TLS connection with it.

  • Server is not accessible

  • Check your network connection.

  • Check if the broker URL is correct.

  • Contact server technical support.

Server connection error

Error occurs when LOGO! is establishing TCP/TLS connection with server.

Check connection parameters, for example, port, authentication mode, key, certificate.

No reply from MQTT broker

Server's MQTT service is unavailable.

Contact server technical support.

Failed to send data to MQTT broker

Cloud connection with MQTT broker is interrupted when LOGO! is sending data.

Check your network connection.

Failed to receive data from MQTT broker

  • Cloud connection with MQTT broker is interrupted when LOGO! is receiving data.

  • Received data is invalid, for example, packet format error, unrecognizable packet type.

  • Check your network connection.

  • Check server configuration.

Unacceptable protocol version

The server does not support the level of the MQTT protocol requested by the client.

Check if the server supports MQTT 3.1/3.1.1 protocol.

Identifier rejected

The client identifier is UTF-8 which is not supported by the server.

Contact server technical support.

Server unavailable

The network is connected but MQTT services is unavailable.

Contact server technical support.

Bad user name or password

The data in the user name or password is malformed.

  • Check if user name and password are correct.

  • Contact server technical support.

Not authorized

The client is not authorized to connect.

Check if user name and password are provided.

Data from MQTT broker is too long

Data received from the server is malformed or too long.

  • Check if data sent from the server is valid.

  • Contact server technical support.