Troubleshooting
| Problem | Possible cause | Solution |
|---|---|---|
| My ACTIVATION button is grayed out on the sign-in page. | You have not identified yourself as a StatusControl portal user. | Sign in. Or, at least give your username (email address) & password. Approve the terms and conditions if prompted. |
| I have forgotten my password. | Reset your password with the Don’t remember your password? function on the sign-in page of the portal. For more information, see Changing your password. | |
| I am trying to change my password but I do not get the reply emails. | The reply emails have been classified as junk. | Check your junk email box. If the emails are not there either, contact statuscontrol.support@demagcranes.com. |
| I cannot access the portal. I am sure that I remembered my password correctly, but I keep getting an error message saying that something went wrong. | There is a short maintenance break in the portal. | Try again after 5 min. Refresh your web browser tab, for example by selecting F5 on your keyboard. If you still encounter the problem, contact statuscontrol.support@demagcranes.com. |
| I am not sure how to use a certain feature in the portal or I have questions or comments about the portal. | Check the user instructions first. If necessary, contact statuscontrol.support@demagcranes.com for any further support. | |
| I cannot find a crane in the StatusControl portal. | StatusControl has not been acquired for the crane. A router/gateway has not been installed. | Contact the customer with an offer. |
| StatusControl has been acquired for the crane and a router/gateway has been installed. But, the service has not yet been activated for the crane or you do not have the necessary user account or access rights to see the crane. After the activation, you should get an email about your new or modified user account. | Contact statuscontrol.support@demagcranes.com. | |
| The crane and router/gateway are powered off. | Switch on the crane power supply. The router/gateway powers up automatically. | |
| The router/gateway is disconnected. | Reconnect all cabling to the router/gateway, and between the router/gateway and the DMU or SafeControl. For more information, see the router/gateway documentation. | |
| The SIM card of the router/gateway has been removed or replaced by another SIM card. | Return the original SIM card in its place. StatusControl does not work without the original SIM card. | |
| There is a router/gateway failure. | Check the router/gateway LEDs. For more information, see the router/gateway documentation. | |
| There is a mobile network issue. | Verify that the router/gateway antenna is not damaged. Find the phone number of the router/gateway SIM card from a label that has been attached to its surface. Call to that number. If you hear a ringback tone, it means that the connection to the router/gateway is working. Verify that your mobile phone finds a strong mobile network signal at the location of the router/gateway. If the signal is poor, contact your mobile network operator. | |
| If none of the above cases apply, there may be an issue with the portal or its data transfer. | Contact statuscontrol.support@demagcranes.com. | |
| The portal shows old StatusControl data for a crane. In the Fleet view, the status of the crane is gray (offline). No data has been received from the crane at least for the past 24 hours. | The crane and router/gateway are powered off. | Switch on the crane power supply. The router/gateway powers up automatically. |
| The router/gateway is disconnected. | Reconnect all cabling to the router/gateway, and between the router/gateway and the DMU or SafeControl. For more information, see the router/gateway documentation. | |
| The SIM card of the router/gateway has been removed or replaced by another SIM card. | Return the original SIM card in its place. StatusControl does not work without the original SIM card. | |
| There is a router/gateway failure. | Check the router/gateway LEDs. For more information, see the router/gateway documentation. | |
| There is a mobile network issue. | Verify that the antenna of the router/gateway is not damaged. Find the phone number of the router/gateway SIM card from the label that has been attached to its surface. Call to that number. If you hear a ringback tone, it means that the connection to the router/gateway is working. Verify that your mobile phone finds a strong mobile network signal at the location of the router/gateway. If the signal is poor, contact your mobile network operator. | |
| If none of the above cases apply, there may be an issue with the portal or its data transfer. | Contact statuscontrol.support@demagcranes.com. | |
| The portal shows me a red piece of text saying that the data is not up to date. | Crane data is being updated in the background. | Try again after 5 min. Refresh your web browser tab, for example by selecting F5 on your keyboard. |
| The StatusControl data of a crane is incorrect in the portal or some of the data is missing. | There is an issue with the DMU or SafeControl. | Check the technical documentation of the DMU or SafeControl for troubleshooting information. Or, if available, try the Mavenoid troubleshooting tool. |
| If the DMU or SafeControl is not the cause, there may be an issue with the portal or its data transfer. | Contact statuscontrol.support@demagcranes.com. | |
| All StatusControl data of a hoist is missing from the portal. | The hoist may have been created to the portal with an incorrect hoist type. | Contact statuscontrol.support@demagcranes.com. |
| The load section is missing from the operating statistics of a crane. | The crane is not equipped with a load cell, and therefore load data is not available. |