Frequently Asked Questions
When does the IoT Platform detect that my thing is disconnected?
When a connected thing disconnects (TR50 stop), a packet is sent indicating the disconnect and the connection loss is immediately known.
When a connected thing disconnects because of a network event, a FIN or RST packet is received and the connection loss is immediately known.
When a connected thing disconnects because it is powered off, no packets are sent, and the connection loss will be determined based on the time to live (TTL) of the underlying communication session. For MQTT connections, this is twice the heartbeat interval. Therefore, a 60 second heartbeat interval shows disconnected after 120 seconds. For HTTP sessions, the expiration can vary from several hours up to one day.
For bound things, the state is updated based on the connected thing to which it is bound. Therefore, when the parent thing disconnects, the bound thing immediately reflects the changes. For more information, see Bound Things.
What does the message "appId mis-match, possible device hi-jacking." mean?
When a device authenticates with an application token, an appId is specified during authentication. This value is stored along with the thing, and subsequent connections must reuse this appId.
When authenticating through HTTP or HTTPs, the HTTP the appId is specified during authentication. When authenticating through MQTT, the appId is mapped to the MQTT Client_ID field.
If a client connects using a particular thing key and the appId changes, the authentication fails, and the message appId mis-match, possible device hi-jacking appears in the event logs for the thing.
This error indicates that a malicious user is attempting to duplicate the device without permission. If this is not the case, you can do one of the following to reset the appId:
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On the Management Portal, go to the thing page and under the Overview tab, click Unlock.
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Call the thing.appid.reset service API. For more information, see thing.appid.reset.
Unlocking the appId allows an application to reconnect and use the new appId. For more information, see Thing Details Page.
If you have two applications attempting to connect with the same thing key, one connects successfully and the other will receive a similar appId mis-match error.
How do I open a CSV file Using Excel?
The CSV (comma separated values) format is used in the Management Portal to download a list of rows or records. The following explains how to open a CSV file in Microsoft Excel:
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Open a new Excel workbook.
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Select the Data tab, in the Data Tools group, click From Text.
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Select the CSV file you want to open and then click Import.
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In the Text Import Wizard - Step 1 of 3 window, choose Delimited and then click Next.
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In the Text Import Wizard - Step 2 of 3 window, select the Comma check box and then click Next.
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In the Text Import Wizard - Step 3 of 3, select the columns with numbers and choose the Column Data Format Text.
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Click Finish.
Why am I seeing the secondary password window?
If you see the following secondary password login prompt, you have enabled multi-factor authentication (MFA) in your user profile.
Device Cloud does not support MFA.
If you did not scan the QR code with your smartphone, you cannot access your account.
When accepting an invitation to an organization, why do I see a message indicating that my account exists, but I cannot access the organization?
If a user that does not have an account in the system is invited to multiple organizations before they accept the first invitation, subsequent invitations are no longer valid, and the user is not added to the other organizations. To recover, an organization administrator must do the following:
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Under the Invitations tab on the Users page, confirm that the user accepted the first invitation.
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In the other organizations, delete the pending invitations and invite the user to the organization again.
The user is now added to the other organizations.