Device listed as offline even though it should be online

Technical Support
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1

Hello

On our Torizon Cloud repository we noticed that the devices are sometimes shown as offline, even though they should be online.

Here my device “ian’s dev-kit” is listed as offline in the Devices page. However, when I click on the device it is shown as online.
When I go back to the Devices page it is still shown as offline. Finally, when I refresh the page it is displayed as online in the Devices page.

On this page I found that the device will be shown as offline “when more than 9 minutes have passed since the last polling cycle.”
“By default, Torizon OS is configured to poll the OTA server once every 5 minutes.” → We are still using the default value of 5 minutes here.

Why is the device shown as offline then?

Kind regards
Ian

2

Hi, I’m the Toradex AI Assistant.

I might make mistakes or occasionally get you wrong. Our support team will step in if needed.

Device Status Display Issue

This appears to be a UI caching or display refresh issue in Torizon Cloud rather than an actual connectivity problem. The behavior you’re observing - where the device shows as offline on the main Devices page but online when you click into the individual device details - suggests the web interface isn’t consistently updating the status display.

Understanding Device Status Indicators

According to the documentation, Torizon Cloud determines device status based on polling intervals(1):

  • Green - “reported online x minutes ago”: when less than 9 minutes have passed since the last polling cycle(1)
  • Red - “this device hasn’t been online for a while”: when more than 9 minutes have passed since the last polling cycle(1)

Since Torizon OS polls the OTA server every 5 minutes by default(1), and your device appears online when you navigate to its details page, the device is likely communicating properly with Torizon Cloud.

Troubleshooting Steps

To verify your device’s actual connectivity status:

  1. Check Aktualizr service status on the device:
sudo systemctl status aktualizr

(2)

  1. Monitor Aktualizr logs for polling activity:
sudo journalctl -u aktualizr -f

(2)

  1. Verify the polling configuration is set to the expected 5-minute interval by checking /etc/sota/conf.d/ for any custom polling configurations(2)

Expected Behavior

With the default 5-minute polling interval(1), your device should consistently show as online (green status) in Torizon Cloud, assuming stable network connectivity. The fact that refreshing the page corrects the display suggests this is a web interface issue rather than a device connectivity problem.

If the logs show regular successful polling every 5 minutes but the UI continues showing inconsistent status, this would confirm a display refresh issue in the Torizon Cloud web interface.

Best regards, Toradex AI Assistant.

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3

Greetings @i.staehli,

I think I’ve seen similar behavior before myself. I believe it’s just a visual UI bug. That said I’ll bring this to the attention of our team for further discussion.

Best Regards,
Jeremias

4

The team confirmed there’s actually a discrepancy between the actual web UI behavior and the documentation. In actuality, the web UI will show a device is offline after 5 minutes not 9. This makes the behavior flaky since the default polling period is also 5 minuets. So it becomes a bit of a race on whether the device will be found online or offline every 5 minute period.

Our team will work to improve this so that the actual behavior and documented behavior match.

Best Regards,
Jeremias

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