Frequently Asked Questions

# Frequently Asked Questions

# 1. Why does the device always stay in an "unknown" status?

Answer:

  1. Device power-off
    If a device remains powered off for a long period of time and fails to connect to the platform within the configured period, the platform will judge it as "unknown".
    Measure: Restart the device. If the device connection is normal after restart, the platform will update the status.
  2. Device is online but lost network
    If the device loses network connectivity during use and fails to connect to the platform within the configured period, the platform will judge it as "unknown".

Measure:

  1. Increase time interval in the configuration page
    For example, if the last connection time is 2023-04-12 12:00:00, the time interval is set to 5 minutes, the current time is 2023-04-12 12:11:00, and the "unknown" status occurs, you can set the time interval into 15 minutes, the status will not be judged as "unknown", but you need to confirm the device is connected to network, otherwise this problem will remain.
  2. If you do not want to change the time interval, please restart the device.

Answer:
After the device is successfully connected to the platform, the platform will refresh the last connection time and update the device status.

# 2. Why does the status of a task remain “processing”?

Answer:

  1. The SDK is in normal processing status
    When the SDK is in normal processing status, operations such as downloading, switching, or deleting profiles are not completed promptly. They require a processing duration of 1-2 minutes. Therefore, it is important to avoid operation or restart during this process to prevent interruption of the normal task execution.
  2. Device network connection interrupted suddenly
    During the task execution, if the user restarts the device due to network problems, the task processing time will be inevitably prolonged. In this case, please check whether the device network connection is normal first. And after the network is restored, the SDK will continue to report Profile status.

# 3. Why is the profile status on the device inconsistent with the platform?

Answer:
This is usually due to network problems with the device, which prevents it from connecting to the platform to report profile status and other information. This can result in inconsistency. Please check the network connection or wait for the network to restore. Once the SDK reports message, the platform will immediately update