Summary: Use this guide to troubleshoot your Factbird DUO if it shows “Missing Data,” displays a red dotted line at 0 pcs/min, or appears offline. This resolves connectivity, power, and communication issues.
Symptom
You may be experiencing this issue if:
The production graph shows a red dotted line
Hover text says “Missing Data”
No production data is received
DUO status LED is blinking red
Device is not connecting to Wi-Fi or cellular
Prerequisites
Before you begin, please confirm:
You have physical access to the DUO
You can access the device page in Factbird
Diagnostic Steps
Follow these steps in order.
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Verify Power Supply
What to check: Confirm power cable is secure (firmly connected to both the DUO and the outlet) and LEDs are active (not completely off).
What result indicates success: LEDs are on and stable.
If result is not correct: Try a different outlet or power supply. If still no power, contact Support.
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Check Physical Placement
What to check: Ensure DUO is not inside a metal cabinet or high-interference enclosure.
What result indicates success: Device is installed in an open area.
If result is not correct: Relocate (permanently) and power cycle. If still offline, go to Step 3.
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Power Cycle the Device
What to check: Disconnect power for 10 seconds and then reconnect.
What result indicates success: Device reconnects and data resumes.
If result is not correct, go to Step 4.
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Verify Network Connectivity
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What to check: Confirm whether the DUO is configured for cellular or Wi-Fi.
(Wi-Fi): If using Wi-Fi, verify correct SSID and password were entered. If incorrect Wi-Fi credentials were entered, wait for the DUO to come online via cellular and remove the incorrect Wi-Fi setup. If it does not reconnect via cellular, manually reset Wi-Fi credentials.
(Cellular): If using cellular, switch to Wi-Fi for a stronger connection.
What result indicates success: Device appears online in Factbird.
If result is not correct: Go to Step 5.
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Check Network Firewall
What to check: Ensure required Factbird endpoints are properly whitelisted according to Network Firewall Requirements.
What result indicates success: Outbound connections required by Factbird are allowed.
If result is not correct: Update firewall rules and power cycle. If still offline, go to Step 6.
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Verify Firmware Version
What to check: Confirm firmware is up to date on device page (a purple update button indicates there is an update available).
What result indicates success: Device runs latest firmware.
If result is not correct: Initiate update. If update fails or device remains offline, contact Support.
Common Root Causes
- Cause 1: No or unstable power
Loose cable, faulty power supply, or unstable outlet.
Resolution: Secure or replace power supply, use a different outlet, ensure secure connection.
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Cause 2: Signal interference
Device installed inside metal cabinet or other high-interference area.
Resolution: Relocate device and power cycle.
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Cause 3: Poor cellular signal
Device is running on the cellular network only
Resolution: Connect device to Wi-Fi and power cycle
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Cause 4: Incorrect Wi-Fi credentials
Wrong SSID or password prevents connection.
Resolution: Remove incorrect Wi-Fi setup (by pressing the bin icon button or manually removing the Wi-Fi from the device), power cycle, and reconfigure.
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Cause 5: Network firewall blocking traffic
Required endpoints not whitelisted.
Resolution: Update firewall configuration per Network Firewall Requirements.
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Cause 6: Outdated firmware
Device not running latest firmware.
Resolution: Update to latest firmware version.
Resolution
Once resolved:
The status LED indicates normal operation
DUO appears online in the Factbird system
Red dotted line disappears
Live production data resumes
If The Issue Persists
Contact Support and include:
Device ID
Current firmware version
LED status description
Network type (Cellular or WiFi)
Steps already performed