Troubleshoot Data Connector Communication Error

Symptoms: Notification is issued stating that there is a "Data connector communication error. Certain Info360 features are not working correctly."

Root cause: At least one of the communication channels between the data connector and AWS is broken. This error is specific to IoT/MQTT channels which use default TCP ports 8443 and 8883, but other channels could also be down.

Solution:

1. Verify the data connector is installed and running. You can do this by either:
   • Checking the status and timestamps on the Admin Implementation page.
   • Checking the status of "greengrass" using the Windows Services tool.
   • Checking the status by opening a PowerShell window (Run as Administrator) and running "edge-status.ps1".

     See Check Data Connector Status for more details on performing these status checks.

   If it is not running, you can try the following:

   • Open the Windows Services tool (services.msc) and stop the "greengrass" service. Then, restart it. It can take several minutes to fully restart.
   • Power cycle the machine.
2. Ensure that only one data connector is installed and running. The same installation code cannot be used for multiple data connectors.
   If unsure, you can generate a new installation code from the Admin Implementation page. Then, either re-install the data connector or run the MSI Modify operation from the Windows Apps & Features settings page.

   
3. Verify that TCP network ports 8443 and 8883 are open. To do this:
   1. Open a PowerShell window (Run as Administrator) and run "edge-status.ps1".
   2. Review the "Verify Network Access" section and take note if there are any errors there.
      Note: Proxies can confuse these tests, so an OK result is not a guarantee.
   3. If ports 8443 and 8883 are not open, you can create a new rule to open them. You can follow the instructions in Open Ports Using Windows Defender Firewall Tool or contact your IT department to fix any ports that are being blocked.

Once the issue has been resolved, you will receive another notification stating: "Data connector error resolved."