A Node Reports No Heartbeat from Service

Diagnosis

Scenario

A configured Node shows a heartbeat state instead of a device Connection State.

Observed Behavior

The Node List shows "No heartbeat from service" for the Node.

Possible Causes

hi has stopped receiving status from the hi service responsible for this Node. This is different from "Service online, node disconnected". In that state the service is reporting, but it cannot reach the device. Checks of the device and of the path to the device do not address a missing heartbeat. If the browser has lost its own server connection, Node states can also stop updating.

Prerequisites

Viewing Node states requires Node admin.
Service and infrastructure recovery require Riedel Customer Success guidance.
Do not restart services, edit the Node, or change infrastructure to diagnose this state.

Resolution

Node admin: Record the affected Nodes, the time, and whether the application bar shows No connection to server.
If No connection to server is shown, follow hi Reports That the Browser Is Offline.
In System Settings, record the Services: status. If it does not report "Services are online", or several Nodes show the heartbeat state, follow A Multi-Server Installation Reports a Server or Service Fault.
If the state changes to "Service online, node disconnected", follow A Node Remains Offline or Unreachable.
Otherwise, contact Riedel Customer Success with the recorded states and times. Do not try a restart without their guidance.

Verify the Result

Confirm that the Node reports "Node is online" and that its Ports and current state update. If several Nodes were affected, Riedel Customer Success must confirm service recovery.

See Connection State Indicators.

If the issue persists after these checks, contact Riedel Customer Success. Include the observations from this page, the Serial Number or Installation ID, the hi version, and a Backup and log export. See Customer Support.