My rig isn't reporting

Check what the rig’s page says first.

Not paired

No agent has connected to this rig. See Install the agent and Pair your rig.

Paired, but no data

The agent sends data within a minute of pairing. If the page is still empty after a few minutes, check these on the rig’s PC:

• The agent is running. Look for its icon in the system tray. If it isn’t there, start it from the Start menu.
• The tray menu says Reporting. If it says Not paired, pair again.
• The PC is online.

Stale or offline

The page shows the last data it received and how old that data is. The usual causes:

• The PC is off, asleep or restarting. The agent starts again when you log in to Windows.
• The PC is offline. The agent saves its data and sends it when the connection comes back.
• Someone quit the agent. Start it from the Start menu, and make sure Start with Windows is ticked in its tray menu.

With the default alert rules, you get an Agent offline alert after 15 minutes of silence.

Reporting, but a panel is empty

The frame and quality panels fill in within a minute of the first exposure. Scheduler targets appear when your scheduler has a plan loaded.

Ask for help

In the web app, go to Help → Contact support and pick the rig. Your message is sent with the rig’s agent version and the status of each source.