If the Sensoring system connector is malfunctioning, the AWM data engine will set its status to ‘Immeasurable’.

The monitoring mode of the connector is automatically switched on if the connector is in the Immeasurable status. Information about the issue is displayed in Configuration & logging > Event logs. You can also enable monitoring manually.

If the sensoring system connector is put on ‘Immeasurable’ by the Planon system, it means that communication with the related sensoring system is no longer possible.

First check the error message in the Connector's event log (at Configurations & logging), maybe it already points to the reason of the malfunctioning.

Possibly, the Planon web server ‘Tomcat’ log (home page) can provide more information about the exact cause of the Connector being Immeasurable.

Check all Connector fields: are they still valid? If not, update them as necessary with the appropriate values.

If applicable (only for Custom-managed Connectors), check if the related app is active and has a valid license. The name of the app is displayed in the Connector's App name field. If the app is in the 'Inactive' status, change it to Active. If there is a new license required, request a new one at Planon support and upload it.

If the error message points to an authorization issue (HTTP 401 or 403), the account to the sensoring system is no longer accepted. Request a new authentication set at the Sensoring system vendor.

For an on-premise installation, check if the Internet is not down (communication Planon – Sensoring system cloud).

For an on-premise installation, check if the Internet connection is not blocked by the firewall (communication Planon – Sensoring system cloud).

Check with the Sensoring system vendor if their Cloud system has an error or is down, if so, wait for reactivation.