Maintenance Not Triggering

Overview

If maintenance alerts are not appearing when expected, or counters are not accumulating correctly, there are several possible causes. This troubleshooting guide walks through systematic diagnosis and resolution of maintenance tracking issues.

Quick Diagnostic Checklist

Before diving into detailed troubleshooting, verify these basics:

• ☐ Maintenance rule is enabled (not disabled or paused)
• ☐ Asset is within scope of maintenance rule
• ☐ Counter is accumulating (for runtime/distance-based)
• ☐ Threshold is set correctly
• ☐ Notifications are configured
• ☐ Alert recipients are correct

Issue 1: Rule Not Enabled

Symptoms

• No alerts generated for any asset
• Rule doesn't appear in active maintenance list
• Counter not accumulating

Diagnosis

1. Navigate to Maintenance → Manage Rules
2. Find the maintenance rule in question
3. Check status column - should show "Active" or "Enabled"
4. If shows "Disabled" or "Paused", rule is not running

Solution

1. Click on disabled rule
2. Click Enable or Activate button
3. Confirm activation
4. Wait 15-30 minutes for system to begin tracking
5. Verify counter starts accumulating

Issue 2: Asset Not in Scope

Symptoms

• Maintenance works for some assets but not others
• Specific asset never appears in maintenance reports
• No counter accumulation for specific asset

Diagnosis

Check if asset matches rule scope criteria:

1. Open maintenance rule configuration
2. Review Scope section:
   • Scope Tags: Does asset have any of these tags?
   • Scope Site IDs: Is asset at one of these sites?
   • Scope Asset IDs: Is asset specifically listed?
   • Account-Wide: If all scope fields empty, rule applies to all assets
3. Navigate to asset details
4. Check asset's tags, site assignment, and ID
5. Compare to rule scope

Solution A: Add Asset to Scope

1. Edit maintenance rule
2. Add asset's ID to Scope Asset IDs, OR
3. Add asset's site to Scope Site IDs, OR
4. Add appropriate tag to asset that matches rule's Scope Tags
5. Save changes
6. Wait 15-30 minutes for rule to apply to asset

Solution B: Make Rule Account-Wide

1. Edit maintenance rule
2. Clear all scope fields (tags, sites, asset IDs)
3. Save - rule now applies to all assets in account
4. Wait 15-30 minutes for rule to initialize

Issue 3: Telemetry Not Flowing

Symptoms (Runtime/Distance-Based Maintenance)

• Counter stuck at same value
• Counter not increasing despite equipment use
• Last updated timestamp is old

Diagnosis

1. Navigate to asset details
2. Check Telemetry or Live Data section
3. Verify data fields relevant to maintenance:
   • For runtime: Check "engine_hours", "runtime_hours", or similar field
   • For distance: Check "odometer", "gps_miles", or similar field
4. Check "Last Updated" timestamp - should be recent (within last few hours)
5. If timestamp is old or data fields missing, telemetry issue exists

Solution: Fix Telemetry Connection

1. Check device connectivity:
   • Is IoT device powered on?
   • Is device connected to network (cellular/Wi-Fi)?
   • Check device status in ARMOR (should show "connected")
2. Verify data field mapping:
   • Ensure device is configured to send correct telemetry fields
   • Check field names match what maintenance rule expects
   • Contact support if field mapping needs adjustment
3. Restart device if necessary:
   • Power cycle IoT device
   • Wait for device to reconnect
   • Verify data flowing again

Issue 4: Threshold Set Too High

Symptoms

• Counter accumulating but never triggers alert
• Equipment clearly needs maintenance but no alert
• Maintenance appears in "upcoming" but due date far in future

Diagnosis

1. Open maintenance rule configuration
2. Check Threshold value
3. Compare to current counter value for assets
4. Verify threshold is reasonable (not accidentally set to 10,000 hours when should be 250 hours)

Solution

1. Edit maintenance rule
2. Adjust Threshold to appropriate value
3. Common thresholds:
   • Oil change: 200-500 hours or 3,000-5,000 miles
   • Filter replacement: 100-250 hours
   • Annual inspection: 365 days
   • Major service: 1,000-2,000 hours
4. Save changes
5. Verify alerts now trigger at appropriate time

Issue 5: Notifications Not Configured

Symptoms

• Maintenance appears in reports but no alerts received
• Counter reaches threshold but no email/notification
• Other users receiving alerts but you are not

Diagnosis

1. Check maintenance rule Notification Settings
2. Verify:
   • Alert message is configured (setMessage)
   • Recipients are listed
   • Notification method enabled (email, SMS, in-app)
3. Check your user account Notification Preferences
4. Ensure maintenance alerts not muted or filtered

Solution

1. Edit maintenance rule
2. Configure setMessage (alert text when maintenance due)
3. Add recipients:
   • Specific users by email
   • User groups (e.g., "Maintenance Team")
   • Site managers (automatic based on asset location)
4. Enable notification channels (email, SMS, push)
5. Save changes
6. Test by manually triggering alert or waiting for next threshold

Issue 6: Initialization Mode Incorrect

Symptoms

• Maintenance triggered immediately for all assets
• Counter starts at unexpected value
• Alerts fired before equipment even used

Diagnosis

Check initMode (Initialization Mode) in rule configuration:

• "start-at-zero" - Counter starts at 0, appropriate for new assets or just after maintenance
• "inherit-current" - Counter inherits current telemetry value, appropriate for existing assets with history

Solution

1. Edit maintenance rule
2. Change initMode to appropriate setting:
   • Use "start-at-zero" for new assets or immediately after maintenance
   • Use "inherit-current" for existing fleet with maintenance history
3. Save changes
4. May need to reset counters manually for assets already initialized incorrectly

Issue 7: Hybrid Rules Require All Conditions

Symptoms

• Maintenance rule has multiple triggers (runtime AND time)
• One threshold reached but no alert
• Expecting "whichever comes first" but seems to require both

Diagnosis

Verify rule logic configuration:

• OR logic (whichever comes first): Alert when ANY threshold reached
• AND logic (all must be met): Alert only when ALL thresholds reached

Solution

1. Edit maintenance rule
2. Check logic setting (may be labeled "Trigger Logic" or similar)
3. For typical maintenance, use OR logic (whichever comes first)
4. AND logic rarely used - only if both conditions must be met
5. Save changes

Issue 8: Counter Recently Reset

Symptoms

• Expected maintenance alert but didn't receive
• Counter shows low value despite equipment use
• Maintenance completion recorded recently

Diagnosis

1. Check maintenance history for asset
2. Look for recent completion entries
3. Verify counter was reset when maintenance marked complete
4. Confirm counter restarted from zero after reset

Solution

This is actually correct behavior:

• When maintenance completed, counter resets to zero
• Asset must accumulate hours/miles again before next alert
• If maintenance was performed by mistake, you can manually adjust counter

To manually adjust counter if reset incorrectly:

1. Navigate to asset maintenance details
2. Find specific maintenance rule
3. Click Adjust Counter or Manual Override
4. Set counter to appropriate value
5. Save - maintenance will trigger when threshold reached from this new value

Verification After Fixes

After making corrections, verify maintenance now working:

1. Check rule status: Ensure shows "Active"
2. Verify counter accumulating: Check counter value increases as equipment used
3. Confirm scope: Asset appears in maintenance reports
4. Test notifications: Verify alerts received when threshold approached
5. Monitor for 24-48 hours: Ensure consistent tracking

When to Contact Support

Contact ARMOR Support if:

• Followed all troubleshooting steps but issue persists
• Telemetry appears correct but counter not accumulating
• Maintenance worked previously but stopped without configuration changes
• Need help with complex scope or hybrid rule configuration
• Require bulk counter adjustments across many assets

Prevention Best Practices

• Document rule configurations: Keep notes on thresholds and scope for each rule
• Test before deploying: Create rules for test assets first, verify working before applying to full fleet
• Monitor regularly: Weekly review of maintenance dashboard to catch issues early
• Verify telemetry: Ensure all assets have good telemetry connectivity
• Use consistent field names: Standardize telemetry field names across all devices
• Set realistic thresholds: Base intervals on manufacturer recommendations
• Review scope periodically: As fleet grows, ensure new assets included in rules

What's Next?

• Wrong Hours/Runtime Data - Fix telemetry accuracy issues
• Maintenance Showing Incorrect Status - Resolve status display problems
• Understanding Maintenance Rules - Deep dive into rule configuration
• Creating a Maintenance Plan - Set up new maintenance rules

Getting Help

For assistance troubleshooting maintenance tracking issues, contact the ARMOR Support Team with details about your rule configuration and symptoms.