12. Troubleshooting & FAQ

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

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

• “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, Appendix C). An admin can raise your level.
• No admin available: contact Pinetek support.

1. Is the template active and its trigger correct (chapter 8.3)?
2. System → SMTP: settings complete? Send a test e-mail (chapter 9.4).
3. Send a test report e-mail from the template list, this isolates report generation from dispatch.
4. Run-end reports: were they skipped in the Run Complete dialog (OK, do not send email)?
5. Scheduled reports: check Last Sent in the template list; verify the device timezone (chapter 9.1).
6. Check Notifications for error entries.

• License Required screen although previously licensed: press Check License (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.

• Disk-space warnings in Notifications: reduce the data-retention period and run Purge Now (chapter 9.1); check the backup history for failed backups accumulating locally.
• The daily retention purge runs at 02:30.

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 (chapter 6.3); the OEE metrics are then calculated.
• The outage period appears as it was recorded; assign a downtime reason where required (chapter 6.1).

Why is Availability 100 % although the line stood still? Planned stops, changeover and draining do not count as availability losses (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 (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 (chapter 7.2).

Can I correct a wrong defect count after the run? At run end via the Run Complete dialog (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.