> For the complete documentation index, see [llms.txt](https://docs.tricloudnexus.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.tricloudnexus.io/management-portal/oee/troubleshooting.md). # Troubleshooting Symptoms, causes, and resolutions for the configuration mistakes that come up most often. OEE configuration touches several layers — tags, site structure, shifts, categories — so when a number looks wrong it’s not always obvious where to start. This page lists the most common symptoms and the configuration that usually causes each, in roughly the order you’re likely to hit them. *** ## The OEE menu isn’t visible | Cause | Resolution | | ------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------- | | The OEE feature isn’t enabled for your installation. | Contact your Tricloud representative — see [Prerequisites](/management-portal/oee/prerequisites.md). | | OEE was just enabled for your installation and the portal hasn't refreshed yet. | Refresh the browser. | | The portal cached the navigation. | Hard-refresh (`Ctrl+F5`) to bypass the cache. | *** ## "If no data store is selected, the site can not ingest data and measure OEE" | Cause | Resolution | | ----------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------- | | No data store has the **OEE** purpose flag. | Open Platform Settings → [Data Stores](/management-portal/platform-settings/data-stores.md), edit one, tick **OEE** under Purposes, save. | | The data store exists but you don’t see it in the dropdown. | Confirm the OEE purpose flag is set on the data store. The dropdown filters strictly. | *** ## OEE is calculating, but Availability is `0` | Cause | Resolution | | -------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | The **Equipment Run State** tag is unmapped, or its emitted values aren’t in [States Mapping](/management-portal/oee/equipment/states-mapping.md). | Read the latest tag value (Insights → Time Series Explorer) and add a States Mapping row for each value. | | The dashboard / query is filtered by a **Shift Calendar** that has no shift events for the period being viewed. | Either add shift events on the Site’s [Shifts](/management-portal/oee/sites/site-shifts.md) tab so the period has scheduled time, or remove the shift filter from the query — OEE facts exist regardless of shift assignment. | | The query is interpreting times in the wrong zone. | All shift and planned-stop times are stored in UTC and rendered in the Site’s time zone — verify both the Site time zone (Site Settings) and the dashboard’s time-zone setting agree. | *** ## Performance reports `100%` for unknown products | Cause | Resolution | | --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------- | | The currently running product code isn’t in the assigned [Product List](/management-portal/oee/sites/site-products.md), and the **Default Ideal Cycle Time** on [Equipment Products](/management-portal/oee/equipment/equipment-products.md) was set very high. | Either add the product to the list, or set the Default to a more conservative value (commonly the slowest product you run). | | The Product Id tag emits a value that doesn’t match any **Material Number** in the list. | Double-check both sides — the Product Id tag and the Material Number column. The match is exact. | *** ## Performance reports unrealistic `>100%` | Cause | Resolution | | --------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | The Ideal Cycle Time for the current product is set higher than the equipment can actually achieve. | Recompute Ideal Cycle Time from a known-good run — observed seconds per unit, not vendor "max throughput". Update either the product row in [Site Products](/management-portal/oee/sites/site-products.md) or the equipment’s Default ICT. | *** ## Performance (and OEE) reads `0` for a period the line was clearly running | Cause | Resolution | | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Performance and Quality are **order-based** — they only populate once an order **completes** and its counts are reported, after which the totals are distributed back across the order's productive time. A scheduled window with no *completed* order (e.g. one long order still in progress) has no production to distribute, so Performance — and therefore OEE — reads `0` for that time even when Availability looks fine. | Wait for the order to complete: the bins where it ran fill in with Performance and Quality on the next query. If Performance never appears, confirm the order-completion event and count tags are wired and emitting — see [Aligning counts with order completion](/management-portal/oee/equipment/tag-mapping/product-and-order.md#aligning-counts-with-order-completion). | | The count tags' timestamps don't exactly match the order-completion event, so no production is associated with the order. | Verify the four count tags (Ordered Products + the Data Quality counts) emit with a timestamp **identical** to the order-completion event. | *** ## Quality stays at `100%` even when you know there are rejects | Cause | Resolution | | ----------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | The **Products rejected** tag is in **Direct** mode but should be **Accumulating**. | Reopen the Tag Mapping dialog on Data Quality, pick the rejected counter, switch to **Accumulating**, set the **Roll Over Value** to match the counter width (e.g. `65536`). | | The Quality input pair is wrong for what your PLC actually emits. | Re-pick **Quality calculation** on [Data Quality](/management-portal/oee/equipment/tag-mapping/data-quality.md). If the PLC counts good and bad separately, use **Approved Products & Rejected Products**. | *** ## Planned Stops appear in the scheduler but don’t affect Availability | Cause | Resolution | | --------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------------- | | The Planned Stop is **outside** the assigned shift window. | Turn on **Show Shifts** in the Planned Stops scheduler and confirm the stop overlaps a shift. Move it into a shift, or extend the shift if the stop is correct. | | The Planned Stop’s Availability Category is **not** of type `Planned Stop`. | Edit the stop and pick a category whose type is `Planned Stop`. Other types (`Idle`, `Unplanned Stop`) don’t exempt the time from the score. | *** ## Stop Causes don’t classify downtime correctly | Cause | Resolution | | ----------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | The **No Error Value** isn’t set, so the engine treats the "no error" code (typically `0`) as just another error. | Set **No error Value** on the [Stop Causes](/management-portal/oee/equipment/stop-causes-and-error-codes.md) tab to whatever value the Error Code tag emits during normal running. | | The error code coming off the PLC isn’t covered by any range row. | Add an Error Code Mapping for the missing range, or widen an existing range. | | Two ranges overlap. | Resolve the overlap — order in the grid is not stable, and overlapping ranges cause unpredictable attribution. | *** ## A recurring Planned Stop shows up at a different wall-clock time | Cause | Resolution | | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | The Site time zone was changed. All shifts and planned stops are stored in **UTC**; the time zone only controls how the UTC instants are *displayed*. Changing the zone shifts every wall-clock time accordingly. | If the equipment really moved zones and you want the schedule to keep its local wall-clock semantics, recreate the affected shifts and planned stops in the new zone. If the time-zone change was unintended, switch it back. | | Daylight Saving Time. | The underlying UTC instants don’t move, but the displayed wall-clock time changes by an hour at the DST transition. This is normal. | *** ## A node won’t move or delete in the tree | Cause | Resolution | | ------------------------------------------------------------ | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | One or more Equipment under the node has **OEE Enabled** on. | Open each enabled Equipment, switch **OEE Enabled** off on the [Equipment tab](/management-portal/oee/equipment/settings-and-targets.md), save. The error message lists the offending equipment names. | | You’re trying to drag a Site. | Sites can’t be moved by design — only Areas and Equipment. | | Reorder mode is off. | Toggle the lock/arrows button next to **+ New Site** before dragging. | *** ## "Cannot delete an Availability Category that is in use" | Cause | Resolution | | -------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------- | | A [State Mapping](/management-portal/oee/equipment/states-mapping.md) on some equipment still references the category. | Re-target the State Mapping at a different category, then retry the delete. | | A [Planned Stop](/management-portal/oee/equipment/planned-stops.md) on some equipment still references the category. | Edit the Planned Stop to use a different category, then retry. | | A [Stop Cause](/management-portal/oee/equipment/stop-causes-and-error-codes.md) on some equipment still references the category. | Edit the Stop Cause and re-target. | *** ## "Save" is blocked and a tab shows `invalid` The page-level Save bundles changes from every Equipment tab. If any tab has validation errors, the whole save is blocked. * Click each tab in turn — the offending one is marked invalid in the tab strip. * The fields with errors have a red message under them. * Common offenders: missing Equipment name, missing Total OEE Target / per-pillar target, missing required tag for an enabled pillar, Event Pair mode without the matching Closed/End tag. *** ## When you can’t reproduce the problem from this page If a number looks wrong but no symptom above matches, the fastest diagnostic chain is: 1. **Check the source tag in the time-series explorer** ([Time Series Explorer](/management-portal/insights/time-series-explorer.md)). Confirm the value the equipment is actually emitting matches what your mapping expects. 2. **Use the Calculation tab’s Evaluate dialog** — for any input slot fed by a [Calculation](/management-portal/oee/equipment/tag-mapping/calculations.md), evaluate it against representative inputs. 3. **Build a stripped-down dashboard** — three tiles for Availability / Performance / Quality on the same time range, plus the raw run-state tag. Side-by-side patterns make miscalibration obvious. 4. **Open a support ticket** — include the Site name, Equipment name, and the time range you’re investigating. Screenshots of the affected configuration tabs save round-trips.