Help
Troubleshooting
Start from what the app says. Every message it can show is below, in its own words, with what to do.
First checks
- Open Nexa Edge and look at tab 5. Run: the status line, the figures, and each machine’s state.
- Test both connections: Test connection to Nexa on tab 1 and Test connection to the server on tab 2.
- In Nexa, open the machine’s Live tab: the gateway shows as online if it called in during the last two minutes.
Messages
Test results for tabs 1 and 2 are on Connect to Nexa and Machine data; backup messages on Updates and backup.
| The app says | What to do |
|---|---|
| Not set up yet: the gateway token is missing.Run tab | Paste the token in tab 1. See Connect to Nexa. |
| Set the gateway token (tab 1) before starting. / Set the OPC UA password (tab 2) before starting.Start the service | Fill in the tab it names, then start again. |
| Running, Nexa unreachable: bufferingRun tab | The PC lost its connection to nexa.com.tn. Data is kept and sent once it is back. Check the network, proxy or firewall for outbound port 443. |
| Running, waiting for the machine data serverRun tab | An OPC UA server does not answer. Is TOP Server running? Test it on tab 2; see Machine data. |
| The agent stopped (see the log). Waiting for new settings.Run tab | Usually Nexa refused the token. Test tab 1; if it is refused, add a new gateway in Nexa and paste the new token. The log gives the exact reason. |
| The Nexa Edge service is not installed. Reinstall Nexa Edge.Run tab | Run the installer again. Settings are kept. |
| The service did not respond: …Start / Stop | Windows did not start or stop the service in time. Wait a minute, then check it in Services (services.msc). |
| Someone who is not an administrator could change this gateway: … Run the Nexa Edge installer again to repair it.Run tab, in red | The data folder's permissions were loosened. Run the installer again: it repairs them and keeps the settings. |
| Nexa Edge is already open. Look for it in the taskbar.Opening the app | Only one window may run at a time. Find it in the taskbar. |
| Set that server's password on the Machine data tab first.Tags tab | Enter the password of the server you picked on tab 2, then browse again. |
| Nexa refused the list: HTTP …Tags tab | Test tab 1. A 401 means the token was refused; a 402 that the plan has no telemetry. |
| The Nexa Edge service could not be registered (code …). See the setup log, then run the installer again.Installer | Run the installer as an administrator. If it fails again, send Nexa support the setup log from your %TEMP% folder (Setup Log ….txt). |
A machine shows no data
The gateway is running, but a machine’s Live tab stays empty.
- No tags linked. A tag sends nothing until it is linked to the machine in Nexa. See Link tags to the machine.
- Wrong gateway. The tags were linked from another gateway than the one on this PC. Check the gateway picked under 1. Edge gateway.
- A server the gateway does not have. The log says a tag is mapped to an OPC UA server “which this gateway does not have”: add that server, with the same key, on tab 2.
- Held back by a rule. Check tab 4: with Send only the tags allowed, a tag that is not allowed is not sent.
- Machine shown as Disconnected or Partly read on the Run tab: the OPC UA server gives no good value for its tags. Check them in the server.
Logs
| File | What it holds |
|---|---|
%ProgramData%\nexa-edge\logs\edge.log | The service: connections, sending, errors. The first place to look. Rotates at 2 MB, five files kept. |
%LOCALAPPDATA%\nexa-edge\logs\app.log | The app window, for the Windows user who opened it. |
%ProgramData%\nexa-edge\logs\update.log | Automatic updates, with one update-<version>.log per release. |
%ProgramData%\nexa-edge\logs\migration.log | What an upgrade from 0.2 moved. |
Open log folder on the Run tab opens the first one’s folder. Any user of the PC may read the logs, without administrator rights.
Sending diagnostics
Before contacting Nexa support, click Send diagnostics to Nexa on the Run tab. It sends the version, the settings and status, and the end of the log, with the token and passwords removed, so support sees what you see. Any user of the PC may send it.
Restart the service
Rarely needed: the service applies new settings by itself. From the Run tab use Stop the service then Start the service, or from an elevated prompt:
Restart-Service NexaEdge
Get-Service NexaEdge
# The last lines of the service log
Get-Content "$env:ProgramData\nexa-edge\logs\edge.log" -Tail 50