====== 12. Troubleshooting & FAQ ======

===== 12.1 No counter data / state stuck =====

**Symptom:** counters on the Production Timeline do not advance, or the line shows //Down// although the machine is running.

  - Check the Pinebox: is the device powered, connected and are the sensors counting? → [[pinebox:01_manual|Pinebox Manual]] [PBX].
  - //Line Config → Counters// → **Read**: are the live values reachable and advancing? Unreachable hosts are listed explicitly.
  - Verify the **counter key** and **host/port** of the affected stage's counter ([[insight:manual:07-line-configuration#counters|chapter 7.3]]), a renamed key on the Pinebox breaks the mapping. Re-run **Scan for counters** to compare.
  - Check the stage **timeout** ([[insight:manual:07-line-configuration#programs|chapter 7.1]]): a timeout shorter than the real production rhythm causes false //Down// states (e.g. slow lines, batch transfer).
  - Ping the Pinebox from the network; check cabling/switch.


===== 12.2 Login and permission problems =====

  * **"Invalid email or password"**: check username/e-mail spelling; an admin can set a new password (//System → Users//).
  * **A menu entry is missing / redirect to Scoreboard**: your access level does not permit the page (see roles matrix, [[insight:manual:13-appendicies#c_roles_and_permissions_matrix|Appendix C]]). An admin can raise your level.
  * **No admin available**: contact Pinetek support.

===== 12.3 Reports are not generated or not e-mailed =====

  - Is the template **active** and its **trigger** correct ([[insight:manual:08-reporting#creating_and_editing_a_template_report_builder|chapter 8.3]])?
  - //System → SMTP//: settings complete? Send a **test e-mail** ([[insight:manual:09-system-administration#e-mail_smtp_settings|chapter 9.4]]).
  - Send a **test report e-mail** from the template list, this isolates report generation from dispatch.
  - Run-end reports: were they skipped in the Run Complete dialog (**OK, do not send email**)?
  - Scheduled reports: check //Last Sent// in the template list; verify the device **timezone** ([[insight:manual:09-system-administration#system_configuration|chapter 9.1]]).
  - Check //Notifications// for error entries.


===== 12.4 License problems =====

  * **License Required screen** although previously licensed: press **Check License** ([[insight:manual:09-system-administration#license_management|chapter 9.6]]). If the check fails, verify the device's internet access to the Pinetek license server.
  * **AI Assistant or Pinetek backup "not licensed"**: the corresponding entitlement is not active; contact Pinetek.

===== 12.5 Disk space and database =====

  * Disk-space warnings in Notifications: reduce the **data-retention** period and run **Purge Now** ([[insight:manual:09-system-administration#system_configuration|chapter 9.1]]); check the backup history for failed backups accumulating locally.
  * The daily retention purge runs at 02:30.

===== 12.6 Behaviour after restart / power failure =====

After a restart, the application resumes automatically. If a production run was active during the outage:

  * The run may remain **ACTIVE** without a live line. Close it in //Analysis → Production// with **Close Run** ([[insight:manual:06-analysis#production_analysis|chapter 6.3]]); the OEE metrics are then calculated.
  * The outage period appears as it was recorded; assign a downtime reason where required ([[insight:manual:06-analysis#oee_history|chapter 6.1]]).

===== 12.7 Frequently asked questions =====

**Why is Availability 100 % although the line stood still?** Planned stops, changeover and draining do not count as availability losses ([[insight:manual:10-oee-reference#availability|chapter 10.2]]). Only unplanned //Down// time reduces Availability.

**Why does the aggregated OEE differ from the average of the run OEEs?** Aggregation is time- and volume-weighted ([[insight:manual:10-oee-reference#aggregation_across_runs|chapter 10.6]]); long runs weigh more than short ones.

**Why does Performance never exceed 100 %?** The value is capped; if it would exceed 100 %, the configured ideal cycle time is too long ([[insight:manual:07-line-configuration#products|chapter 7.2]]).

**Can I correct a wrong defect count after the run?** At run end via the Run Complete dialog ([[insight:manual:05-live-operation#run-end_summary_and_bad_parts|5.2.4]]). Later corrections require closing/re-evaluating the run; contact your administrator.

**Which browser should I use?** A current Chrome, Edge or Firefox. For wall displays, use a **Basic** account with the Scoreboard.