Troubleshooting: No Count While Line Is Running

Symptom

You may be experiencing this issue if:

• The production graph shows a solid blue line at 0 pcs/min

• Hovering over the graph shows numeric zero production values

• The DUO input LED does not blink when products pass

• No counts appear while production is running

Prerequisites

Before you begin, please confirm:

• The DUO is powered on

• The sensor is physically installed and connected

• Products are passing the sensor

Diagnostic Steps

Follow these steps in order:

1. Verify DUO input configuration (NPN/PNP)

   1. What to check: Confirm the configured sensor type matches the physical sensor specification.

   2. What result indicates success: Configuration matches the sensor type.

   3. If result is not correct, update configuration and retest.  If still not counting, go to Step 2.

2. Confirm Correct Physical Input (Port/Channel)

   1. What to check: Observe which DUO LED blinks when product passes.

   2. What result indicates success: Configured port/channel LED blinks.

   3. If result is not correct: Correct wiring or update configuration. If still not counting, go to Step 3.

      1. 

3. Verify sensor power

   1. What to check: Confirm the sensor has power (indicator LED or display).

   2. What result indicates success: Sensor shows power and activates when product passes.

   3. If result is not correct, inspect wiring and restore power.  If still not counting, go to Step 4.

4. Test with a known working sensor

   1. What to check: Replace current sensor with a verified working sensor.

   2. What result indicates success: DUO counts when product passes.

   3. If result is not correct, escalate to Support.

Common Root Causes

• Cause 1: Incorrect NPN/PNP configuration

  • Configuration does not match sensor type.

  • Resolution: Update configuration.

• Cause 2: Sensor not powered or faulty

  • Sensor does not output signal.

  • Resolution: Restore power or replace sensor.

• Cause 3: Wiring to wrong input port

  • Signal connected to incorrect channel.

  • Resolution: Correct wiring or update configuration.

Resolution

Once resolved:

• DUO input LED blinks when products pass

• Counts appear immediately in Factbird

• Production graph reflects actual output

If The Issue Persists

Contact Support and include:

• DUO serial number

• Photos of wiring and sensor model

• Screenshot of DUO input configuration

• Confirmation of sensor power status

Related Articles

• How to configure a sensor for Factbird DUO

• Troubleshooting: Factbird production counts are too low

• Troubleshooting: Factbird production counts are too high