Introduction
Use this guide when a Pontem dashboard shows incorrect, delayed, or missing equipment status data. Providing complete details helps the support team quickly determine whether the issue is related to data connectivity, source-system mapping, or dashboard configuration.
Issue description
This article applies when a Pontem dashboard or view is not reflecting the expected equipment status, is showing stale data, or is missing updates from a connected system. Accurate operational visibility depends on timely data flow from the source system to Pontem.
Signs
- Equipment status appears incorrect on the dashboard
- Status updates are delayed or not refreshing
- One or more assets are missing from the view
- Dashboard values do not match alarms, PLC data, or site observations
Information to include in your request
When you contact support, include as much of the following information as possible:
- Site location
- Affected dashboard or view name
- Equipment, line, or system involved
- Time the issue started
- Whether the issue is constant or intermittent
- Any recent changes to the site or controls environment
Recent changes to note
- Network interruptions
- PLC updates or logic changes
- Sensor replacements or adjustments
- Maintenance work
- Power events or outages
Attachments that help speed up resolution
- Screenshots of the dashboard showing the discrepancy
- Sample timestamps that show when the issue began
- Related alarm messages or communication errors
- Any notes about expected versus actual equipment status
What support will review
The support team will use your information to investigate whether the issue is caused by data connectivity, source-system mapping, or dashboard configuration. In some cases, additional diagnostics may be needed to confirm where the data flow is breaking down.
How to submit your request
- Collect the site, dashboard, equipment, and timing details.
- Attach screenshots, timestamps, and any alarm or communication error information.
- Submit the request through your usual support channel or contact [support contact method].
- Include any urgent operational impact, such as loss of visibility or decision-making delays.
Next steps
After you submit the request, keep the affected dashboard and equipment details available in case support needs additional examples, timestamps, or site-specific information. If the issue changes, send updated observations so the investigation can continue without delay.
Additional information
If you are unsure whether the issue is a data connectivity problem or a configuration issue, submit the request anyway with the details you have. Clear, timely information helps restore accurate operational visibility as quickly as possible.
