Remote management of registers depends on a number of factors. If a register in Ground Control does not appear as “Online”, and is not able to receive commands, it might not be immediately clear where the problem lies. This troubleshooting guide describes the expected behavior of each component in the system.
The chain of communication is described in this article: https://wiki.erply.com/article/1971-4-microservice-monitoring-and-management.
In Ground Control, the “Online/offline” status indicates whether there is a live two-way channel between the register and Erply servers. The “Last updated” column, on the other hand is the time when the metrics-collector microservice most recently uploaded information about the register.
Troubleshooting steps
On login, Brazil POS is supposed to make the “registerDevice” call to both metrics-collector (https://localhost.erply.com:10900/registerDevice) and to the installer (https://localhost.erply.com:7777/api/v1/registerDevice), and the calls must be successful.
Try to log in into a register and verify if you see these calls in the browser’s “Network” tab.
As a result, the installer’s config.json must get populated with clientCode, posId, warehouseId and sessionKey.
Check if you are able to see the register-device mapping in CAFA. (There is a screen shot at the end of this article: https://wiki.erply.com/article/1969-2-general-requirements)
If the previous steps are fine, the installer should be able to connect to the gRPC server (Command Broker API). If the connection attempt fails, installer will probably write some interesting repeated records into its log.
The connection can also drop, and in that case, installer tries to reconnect in 5 minutes at the latest. It will write something like "Ping: EOF, close the stream" into its log file. If these errors (or clusters of errors) are several hours or days apart, this s not a persistent issue; between those log entries, the connection must have been working fine. Only if the issue repeats every minute, there is reason to be concerned.
And last, open a device page in Ground Control and try to send a command. “Load from device” is a nice safe option. The error message that appears may shed more light on why the channel is not open.