Connection Troubleshooting (STS)

Introduction

Troubleshooting Ship-to-Shore Connection Issues

A stable ship-to-shore connection is crucial for smooth data transmission between the vessel and the shore. To achieve high-quality data, it is essential that the vessel remains online at all times, continuously transmitting data to keep the database up-to-date. To check the connection status, log in to the Fleet Connect portal. You can find all relevant information for monitoring and troubleshooting in the Status Widget, which is available on the Map or in the Connection module.

This guide should help you resolve most ship-to-shore connection issues. If problems persist, don’t hesitate to reach out to Hoppe’s support team for further assistance.

Check the Cloud Indicator

The cloud icon serves as the primary indicator for monitoring the connection of your vessel:

• Green Cloud: All data is up to date; no further action is needed.
• Orange Cloud: Operational timeseries data is up to date, but there is an issue with event transmission.
• Red Cloud: There is an issue with timeseries data and event transmission.

Follow the specific troubleshooting steps below for red and orange clouds.

Red Cloud Indicator

First, compare "Data Age" with "Last Connection Timestamp".

Scenario 1: Weak internet connection or technical issue

If "Data Age" and "Last Connection" are the same or nearly identical, the issue could be due to a weak internet connection or a technical problem.

Recommended actions:

1. Check for any relevant STS Events in the "Connection" tab, such as Exponential back off or Shore Latency data.
2. If these events are present, it indicates a weak or intermittent internet connection.
3. Next Step: Contact the vessel or vessel's IT department or reach out to Hoppe for further troubleshooting.

Scenario 2: Internet connection available, but no data transfer

If "Data Age" is significantly older than "Last Connection," the vessel is connected but unable to transfer data.

Possible reasons include exceeded monthly quota, disabled data transmission or a database malfunction.

In this case, go to "Connection" module and check for "STS Events".

Scenario 2a: The event "Monthly quota exceed. Bytes to date: [xxx]" is found

The data transmission has most likely stopped because the monthly data limit has been reached.

Recommended actions:

• Increase the monthly data quota onboard through Crew Connect under Configuration, or contact Hoppe to adjust it remotely.
• OR wait until the data quota is reset next month.

Scenario 2b: The event “Monthly quota exceed. Bytes to date: [xxx]” is not found

The vessel is connected but unable to transfer data. This could be due to disabled data transmission or a database malfunction.

Recommended actions:

• Check "Pending Files" in the Ship-to-Shore Application in Crew Connect onboard.
• Alternatively contact Hoppe to perform the next steps remotely.

If pending (Data) Files are listed and waiting for transmission, the onboard database is working, but data transmission is disabled. In this case, you can enable Data Transmission under Configuration in Crew Connect.

If no pending (Data) Files are listed and waiting for transmission, most likely the onboard database crashed. In this case, restart the Connect Device (HOMIP). For a permanent resolution, also contact Hoppe for a software update.

Orange Cloud Indicator

Check the "Last Event Transmission Date." If it is significantly older than "Data Age" or "Last Data Transmission," the transport mechanism for synchronizing events and notifications is likely experiencing an issue.

Recommended actions:

• Restart the HOMIP and check the event data. If the issue persists, contact Hoppe.
• For a permanent resolution, contact Hoppe for a software update.

Further help: STS Events

If you notice connection problems that are not covered by the troubleshooting guide above, you may want to further inspect the STS Events. The list below will assist you with their interpretation.

STS Events

Event Name	Event Description
Configuration restore to the safe mode config via the ships REST interface.	This event indicates that the configuration of the Ship-to-Shore (STS) client has been replaced by a Safe Mode file. This typically occurs to ensure the system operates under a stable configuration when issues are detected, allowing for basic functionality while troubleshooting or restoring the original configuration.
Configuration update error.	The configuration of Ship to Shore failed.
Configuration update requested via the ships REST interface	The Ship to Shore Configuration has been successfully configured onboard in Crew Connect.
Configuration update was success.	The Ship to Shore Configuration has been successfully configured from Hoppe.
Disk usage above 80 percent.	The disk of the Connect Device is approaching full capacity, currently at 80%. Under normal circumstances, the disk should not exceed this limit.
Disk usage above 90 percent.	The disk of the Connect Device is full. When this occurs, database operations or ship-to-shore functionalities may not work properly. Under normal circumstances, the disk should never reach full capacity.
Exponential back off was increased.	An exponential back-off in ship-to-shore connections gradually increases the time intervals between connection attempts after each failure, helping to reduce network congestion and prevent overload.
Exponential back off was reset.	When the "Exponential back off" was reset and data transmission returned to normal.
File manually deleted from Outbox.	A file in the outbox folder has been manually deleted.
File manually downloaded from Outbox. A file has been manually download from outbox folder.	File rejected since it was too big. A file in the outbox exceeds the file size limit and moved to the "Files rejected" folders.
File transferred is not the same on both sides (shore, vessel) and thus fails md5 checksum.	This event indicates that the file transferred between the shore and the vessel does not match on both sides, resulting in a failed MD5 checksum verification. This discrepancy suggests that the file may have been corrupted or altered during transmission. The corrupted will be automatically deleted.
Files found in inbox with an age > 1 day.	This event indicates that there are files in the Connect Device's inbox that have not been processed for more than 24 hours.
Monthly transfer quota exceeded.	The alarm occurs whenever the Monthly data quota exceeds the configured threshold. The Monthly data quota shall prevent any unforeseen excessive data usage.
Out box folder size above configured upper level. Oldest files deleted.	The oldest files in the outbox have been automatically deleted as the maximum folder size has been reached.
Rejected file deleted manually.	A file in the rejected folder has been manually deleted.
Rejected folder truncated since it was too big.	The oldest files in the rejected folder have been automatically deleted as the maximum folder size has been reached.
Shore Latency data	The Connect Device regularly pings our shore server, providing information about the connection quality between the Connect Device and Hoppe Servers. The event will report the ping in milliseconds and/or report failed connection attempts. Please note: Normally, pings up to 2000 ms indicate a sufficiently strong connection for data transmission. In exceptional cases, however, the ping may be significantly higher.
STS Client config replaced by Safe mode file.	The STS configuration file is corrupted and the application went to a safe mode.
The file exceeded the resume count.	This event signifies that a file has attempted to resume transmission after a failure but has exceeded the maximum allowed resume attempts. As a result, no further attempts will be made to continue the transmission.
The file exceeded the retry count.	This event indicates that a file has attempted to be transmitted multiple times but has failed to send successfully within the predefined retry limit. As a result, further attempts to transmit this file will not be made.