> For the complete documentation index, see [llms.txt](https://help.tillit.cloud/tillit/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.tillit.cloud/tillit/tools/ignition-module/troubleshooting/connectivity-issues.md). # Connectivity Issues ## Connectivity Issues The TilliT Ignition Module communicates with TilliT over two channels: * **MQTT (port 8883)** - the module subscribes to topics such as orders, events and control parameters. This is what populates the **Read** folder of each asset. * **HTTPS (port 443)** - the module makes REST calls for `system.tillit.getApi`, `system.tillit.postApi`, asset hierarchy fetches and similar operations. When something is wrong, the **System Status** folder under the TilliT tag provider is the first place to look. See [Verifying the installation](/tillit/tools/ignition-module/troubleshooting/verifying-the-installation.md) for healthy values. ### Module fails to start **Symptom**: the TilliT Module appears as **Faulted** in **Config → Modules**, or never reaches the **Running** state. | Likely cause | Fix | | --------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Configuration is missing or incomplete | Open **TilliT → Settings** in the Gateway and confirm tenant, environment, username, password, Thing ID, and the three certificate files are all set | | Java version mismatch | The 8.3 module requires the Java runtime bundled with Ignition 8.3. Do not install the 8.3 `.modl` on an Ignition 8.1 gateway, or vice versa | | The `.modl` was downloaded but not signed correctly | Re-download from the link in [Installation](/tillit/tools/ignition-module/installation.md). Browsers occasionally truncate large downloads - confirm the file size matches the source | Look at the gateway log for entries from logger `TilliT` at startup - the cause of the fault is logged at `ERROR` level. ### MQTT does not connect **Symptom**: in the **System Status** folder, `Connected` is `false` and `Connection status` shows an error rather than `Connected to iot.tillit.cloud`. | Likely cause | How to confirm | Fix | | --------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Wrong Thing ID | Compare the **Thing ID** field in the TilliT settings page against the Thing ID shown on the Edge in TilliT (Settings → Edge) | Update the Thing ID in the gateway settings - they must match exactly | | Certificate files were placed in the wrong fields | The .zip downloaded from TilliT contains `privKey.key`, `thingCert.crt` and `rootCA.pem`. The settings page has three corresponding upload fields | Re-upload, ensuring **Private Key** = `privKey.key`, **Certificate** = `thingCert.crt`, **Root CA** = `rootCA.pem` | | Certificates are from a different Edge | Each Edge has its own unique certificate set. Re-using certificates from a different Edge will fail | Download a fresh certificate bundle from the correct Edge in TilliT | | Outbound MQTT (port 8883) is blocked by a firewall | Run `nc -vz iot.tillit.cloud 8883` (or the regional equivalent) from the Ignition host | Open egress to the endpoints listed in [Network Security](/tillit/tools/ignition-module/network-security.md) | | DNS resolution differs between firewall and Ignition host | TilliT auto-rotates IP addresses; firewalls that pin IPs will drift out of sync | Configure the firewall to allow by hostname, or share DNS servers between the firewall and the Ignition host - see [Network Security](/tillit/tools/ignition-module/network-security.md) | | Wrong environment | The endpoints differ for production, stage and development | Confirm the **Environment** field in settings matches the TilliT environment you are connecting to | The `Error code` tag in **System Status** holds the last MQTT error reported by the broker. Pair this with log entries from `TilliT.PubSubHandlerImpl` to identify the exact failure. ### REST API calls fail with 401 or 403 **Symptom**: `system.tillit.getApi(...)` returns an error, or asset hierarchy is never built. Logs from `TilliT.ApiCall` show `401 Unauthorized` or `403 Forbidden`. | Likely cause | Fix | | ------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Username or password are wrong | Re-check the credentials in **TilliT → Settings**. The username is the email address of the TilliT user | | The TilliT user was created but never logged in | New TilliT users are created with a temporary password that **must** be changed on first login. Log in to the TilliT web UI as that user once, set a permanent password, then enter the new password in the Ignition module settings | | The TilliT user does not have permission for the tenant | Confirm in TilliT that the user is assigned to the correct tenant and has at least read access to assets, work orders and events | | Wrong tenant or region | The tenant is sent in the request credentials and the region selects the API path (`/api`, `/us/api`, `/eu/api`) - neither appears in the hostname. A typo in either field produces a 401/403 | {% hint style="info" %} We recommend creating a dedicated TilliT user named after the Ignition gateway (e.g. `ignition-site-1`) rather than re-using a person's account. This makes audit logs in TilliT clearer and avoids the module locking out when a user changes their own password. {% endhint %} See the [Users](/tillit/knowledge-base/users.md) guide for creating users. ### Connection drops repeatedly **Symptom**: `Connected` flips between `true` and `false` over time. `Messages received` resets or stops growing. | Likely cause | Fix | | ------------------------------------------------------------------------ | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Keep alive** value is too low | Increase the keep alive on the TilliT settings page. The module default is `30` seconds; raising it (up to the broker maximum of `1200` seconds) lets the connection tolerate longer quiet periods before the broker drops it | | Network path between Ignition and TilliT has high latency or packet loss | Investigate with your network team. The module will reconnect automatically, but frequent drops indicate an underlying network problem | | The same Edge / Thing ID is configured on more than one gateway | Each Edge in TilliT may only be connected from one client at a time. Two gateways using the same certificate set will fight for the connection. Create a separate Edge in TilliT for each gateway | ### Connection works but no messages arrive **Symptom**: `Connected` is `true` but `Messages received` stays at `0`. | Likely cause | Fix | | ------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------ | | No work orders, events or control parameters have been published since the module connected | Trigger an event or start a work order in TilliT to confirm the module receives it | | The TilliT user does not have access to the events or orders being published | Confirm the user has access to the relevant assets in TilliT | | MQTT topic subscription failed silently | Check `TilliT.PubSubHandlerImpl` log entries at startup for any error after the `Connected` line | ### Connection works but designer shows no Tag Provider This is a tag-provider issue rather than a connection issue - see [Tags and Data Issues](/tillit/tools/ignition-module/troubleshooting/tags-and-data-issues.md#the-tillit-tag-provider-does-not-appear).