[EN] Troubleshoot ST-One
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    • Troubleshoot ST-One

    This guide is designed to help users quickly identify and resolve the most common issues related to the collection system.

    MAKE SURE YOU HAVE PHYSICAL ACCESS TO THE PLACE WHERE THE ST-ONE HARDWARE® IS INSTALLED.

    SUMMARY

    Step 1: ST-One Hardware® status Step 2: Physical Connection Step 3: Network testsStep 4: Contacting Support



    Step 1: ST-One Hardware® status


    1. Is the ST-One Hardware® turned on?

    Go to the location where the ST-One Hardware® experiencing issues is installed and check if the device is properly powered on and operational.

    If the ST-One Hardware® is powered off, contact the factory's Electrical and/or Maintenance team.


    2. Is the ST-One Hardware® operating?

    Check the LED behavior on the ST-One Hardware®. The "PWR" LED should be solid green, and the "ACT" LED should flash irregularly.

    If the "PWR" LED is solid red, restart the ST-One Hardware® by disconnecting and reconnecting the Phoenix Contact connector as shown in the image below:



    Step 2: Physical Connection 


    1. Is the ST-One Hardware® connected to the machine?

    Check if the machine connection cables are securely connected. Below, you can find the correct ways to attach them to the possible input ports of the device.

    • Ethernet:
      The network cable must be properly connected, either directly or through an adapter, as shown in the images below:


    • MPI:
      An adapter is required for this connection. Ensure that all connections between the adapter and the machine are securely fitted.


    • Serial:
      The cables must be securely and properly inserted into the Phoenix Contact connector (green).


    2. External Network Access

    Check if the Ethernet cable is properly connected and ensure the LEDs are flashing as shown in the image below:

    If the device is connected to the external network via mobile data, check if the connection between the extender and the modem is securely fitted.




    Step 3: Network tests


    1. Is the ST-One Hardware® communicating with the external network (IT)?

    Using a computer connected to the factory's IT network, perform a ping test on the device.

    To run the test, you will first need to open the Command Prompt on your computer. The Command Prompt can be accessed through the search bar of your operating system:

    Through the Command Prompt, run the ping command followed by the IP address of the ST-One Hardware®, as shown in the image below:


    If you do not know the IP address of the ST-One Hardware®, contact the factory's IT network team to perform this test.


    If the ping test does not respond, as shown in the image below, contact the ST-One Support team.



    Step 4: Contacting Support


    If, after following all the previous steps, the data still hasn’t returned to the Stash Platform™, please contact ST-One’s specialized support team.

    The same channel can also be used for inquiries:

    support@st-one.io

    When reaching out, specify which factory you’re referring to and which device is experiencing issues. Our team will assist you as quickly as possible to find a solution.