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Backfill Troubleshooting

Use the information below to troubleshoot issues with self-service backfill.

Self-Service Backfill Is Unavailable

If you cannot access self-service backfill as usual or an error appears when you try to use it, there may be a temporary issue with the service.

Try again after a few minutes. If the problem continues, contact Checkit Support.

Unable to Authenticate Backfill

If Unable to authenticate backfill appears when you try to use self-service backfill, your CAM+ username is not an email address.

To use self-service backfill, your username must be an email address.

Ask a Customer Administrator to update your username to your email address. For instructions, see Modify a User.

If that does not resolve the issue, please contact Checkit Support.

Backfill Request Status: Incomplete Data, Failed Missing Logs, or Failed

If you have submitted a backfill request and it is not completed successfully, check the status displayed on the Requests page and follow the appropriate troubleshooting instructions below.

Status

Incomplete Data / Failed Missing Logs

Failed

Description

Some or all of the requested sensor data could not be retrieved from the WARP.

CAM+ could not communicate with the WARP to complete the request.

Possible causes

  • The sensor is currently offline, and its stored readings have not yet been sent to the WARP.

  • The sensor has recently come back online and is still sending its stored readings to the WARP (allow approximately 15 minutes for every hour that a sensor was offline for its stored readings to reach the WARP).

  • The sensor was offline for more than 7 days, and some older readings may no longer be available.

  • The WARP is offline.

  • A network or firewall issue is preventing CAM+ from communicating with the WARP.

What to do

  1. View the sensor on the CAM+ Website.

  2. If the sensor is showing a Fault, follow the Transmitter Troubleshooting instructions to restore communication.

  3. Once the sensor is back online and its stored readings have had sufficient time to reach the WARP, submit a new backfill request.

Allow approximately 15 minutes for every hour that a sensor was offline for its stored readings to reach the WARP.

If the sensor was offline for more than 7 days, some older readings may have been overwritten and may no longer be recoverable.

  1. Check whether the WARP is online. You will have received a Monitoring Alarm if it is offline.

  2. If it is offline, follow the WARP Troubleshooting instructions to restore communication.

  3. Once communication has been restored, submit a new backfill request.

Still having problems?

If you submit a new backfill request and it also shows Incomplete Data or Failed Missing Logs, contact Checkit Support.

If you submit a new backfill request and it also shows Failed, contact Checkit Support.

How Long Does It Take for Stored Data to Reach the WARP?

When a sensor comes back online, it sends its stored readings to the WARP gradually. This means that the missing data may not be available for backfill immediately.

As a guide, allow approximately 15 minutes for every hour that the sensor was offline.

Transmitter Offline For

Approximate Time for Data to Reach the WARP

1 hour (60 readings)

15 minutes

6 hours (360 readings)

1.5 hours

12 hours (720 readings)

3 hours

24 hours (1,440 readings)

6 hours

3 days (4,320 readings)

18 hours

7 days (10,080 readings)

42 hours

More than 7 days

Some older data may have been overwritten and may not be recoverable