Why do screens report ‘Heartbeat not received’ on the Device Health dashboard?

Each screen sends a ‘heartbeat’ message to Condeco every 15 minutes to report it is active, and also to report its software version.

  • Screens are listed as Heartbeat not received when Condeco has not received a heartbeat notification for 60 minutes.
  • Screens are listed as Software update available when running out-of-date software versions.

Any of the following scenarios may prevent Condeco from receiving a heartbeat message:

  • Allowlists not applied / blocklists in place. See Domain allowlists
  • Poor Wi-Fi connectivity. See below.
  • High network traffic – locally or globally.
  • Low network bandwidth.
  • High latency.
  • Network drops/general network connectivity issues.
  • Aggressive load balancing.
  • Unresponsive IOT servers
  • Device is offline.

Heartbeat diagnosis

When investigating why devices are not sending heartbeats we recommend the following checks.

Check the physical screen.

  • Is the screen powered up?
  • Is an error message displayed on the screen?
  • Has the screen hung?

Check screens on the Device Health page.

  • Is the firmware up-to-date?
  • When were the last successful heartbeats? Multiple screens losing heartbeats within a short window of time can indicate changes to the network / IP addresses, power, or network outage issues.

Check for Wi-Fi problems. See also Wi-Fi connection

  • Is the Wi-Fi signal too weak? To operate successfully, RSSI must be at least -60dBm for desk booking screens and meeting room screens. Note that the dBm is a negative number so -59 is better than -60.
  • Is the meeting room screen is connected to POE with a live Ethernet connection but is connecting to the network via Wi-Fi? If this is your desired connection method, turn LAN off on the device.
  • Work with your IT team to monitor signal strength, network status, stability, and the general connectivity health to devices, through network management tools.

Check for NTP issues.

  • NTP issues can prevent communications. The firewall logs may help to identify if NTP calls are being blocked by firewall rules.

Back to Need help?

Feedback

Was this helpful?

Yes No
You indicated this topic was not helpful to you ...
Could you please leave a comment telling us why? Thank you!
Thanks for your feedback.

Post your comment on this topic.

Please do not use this for support questions.
Condeco Support

Post Comment