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Troubleshooting ​

Start with the current device workspace and work outward from the first missing signal.

Account access ​

  • Sign in to Dataplicity at the supported browser login.
  • Reset a forgotten password with a secure email link.
  • If your organisation uses SSO, enter your account email at the login page and continue through its identity provider.
  • For unresolved account-access problems, contact support@dataplicity.com. Never send your password, MFA code, or password-reset link.

Device does not appear after agent installation ​

  1. Confirm you used the current install command from your organisation
  2. Check that the installer completed without an error
  3. Verify DNS and outbound HTTPS access
  4. Verify the system clock and trusted CA certificates
  5. Reboot once, then check the device inventory again

Do not publish the account-specific install command when asking for help.

The Dataplicity CLI does not enrol a device. If you installed the CLI on your workstation, return to Add device in the Dataplicity app and run the generated agent command on the Linux device.

Device appears offline ​

Check:

  • The device has power and a working default route
  • DNS resolution and outbound HTTPS still work
  • The system clock is accurate
  • The customer network is not intercepting or blocking the connection
  • The device did not run out of storage

Use the current Agent Log, Timeline, Diagnostics, and Logging views when they are available to your organisation.

Logs or monitors are missing ​

  1. Confirm the device identity and customer or site context
  2. Check the time range and filters in Logging
  3. Confirm the relevant feature is available to the organisation
  4. Confirm the configured service, DNS, fleet, or user-impact monitor has a valid scope
  5. Trigger a safe staging event and observe the result

TLS certificate errors ​

TLS failures commonly indicate an inaccurate system clock, missing CA certificates, or HTTPS interception. Use the time and certificate management supported by your Linux distribution. Do not copy a certificate from a website into the trust store as a workaround.

See Firewall requirements and Improving connection reliability.

Agent service changes ​

Agent process names, internal paths, logging locations, and service-manager integration can vary by release and operating system. Use the diagnostics and service procedure for your installed release.

If the dashboard and operating-system checks do not identify the issue, contact support@dataplicity.com with:

  • Organisation and device identifiers
  • Distribution, release, and architecture
  • Approximate time the problem started
  • Relevant dashboard errors and redacted logs
  • Network changes made near the failure

Never include passwords, API keys, installer codes, or customer personal information.

Dataplicity CLI installation ​

The native CLI and the device agent are separate. For CLI problems:

  1. Run dataplicity --help from a new terminal.
  2. On macOS, run brew info wildfoundry/tap/dataplicity-cli to inspect the selected Homebrew formula.
  3. Confirm you installed the CLI on the operator workstation, not as a replacement for the agent on a managed device.
  4. See Command-line tools for supported installers.