Runbooks

Troubleshooting

Runbooks

Runbooks for the most common faults across eHawk, Maxedge and the crane network. Start with SSH into the VM (ssh -i ~/.ssh/maxedge_key maxedge@192.168.30.111, key from Vault ↗) and docker ps — most issues are a stopped or unhealthy container.

Most common issues

Ranked by support-ticket volume. Start here if the symptom fits.

#1eHawk connectivity and remote access failuresMissing VPN connection, eHawk terminal offline, Juniper / Cisco connectivity issues.Open → #2MaxEdge logger not running / logging failuresCrane logger stopped, container / crash issues, cloud export causing communication failures.Open → #3Network communication problemsPLC / HMI unreachable, firewall routing, Moxa devices inaccessible, network troubleshooting.Open → #4No live data in eHawkLogger reachable but no crane data displayed.Open → #7Data sharing and K-IMS integration failuresCrane data not flowing to third-party systems, OPC / network path issues.Open →

Maxedge runbooks by symptom

Exportexport-maxcloud stopped — no data in MaxCloudLast-seen timestamp stale; customer dashboard shows no new data.Open → DockerService down / container restartingdocker ps shows Exited or Restarting; dashboard tile red.Open → AccessCannot SSH into MaxedgeConnection refused / timeout / permission denied on 192.168.30.111.Open → DatasharingCustomer OPC UA / Modbus not delivering dataCustomer SCADA reads no values or connection refused on 4840 / 502.Open → LicenseRope Analyzer license expiredTile shows 'license invalid/expired'; no new rope analyses.Open → HostVM / Proxmox host issuesWhole Maxedge unreachable — no dashboard, no SSH, crane network fine.Open →

First 2 minutes on any fault

ssh -i ~/.ssh/maxedge_key maxedge@192.168.30.111
docker ps -a                 # anything not Up?
df -h                        # disk full is the #1 root cause
docker logs --tail 100 <service>

Escalation

Still stuck? Escalate to Product Engineering (#lh-maxedge) with the output of docker ps -a and the relevant docker logs, plus the unit's Masterdata link.