Devices - General
Faults that can affect any device type, whatever the manufacturer. Start here before the vendor-specific pages.
Device - Greyed Out or Unavailable
Symptom: A device appears greyed out in the Devices list and on its Layout map, and its commands have no effect.
Cause: Greying is the platform’s generic offline / unreachable indicator. It is used for every device type - cameras, doors, readers, motion sensors, panic buttons, intercom terminals and IO boards - and it is not specific to any one manufacturer. A device is shown as available only when the device itself is connected, its controller (if it has one) is connected, its integration is running, and the app is connected to the backend. Any one of those failing greys the device out.
Resolution - the pattern of what is greyed out tells you where the fault is. Work from the widest cause inwards:
- Is everything greyed out? Check for the Offline chip next to the logo in the app bar. If it is showing, the browser has lost its connection to the backend - check the workstation’s network and that the platform server is reachable. Nothing else can be diagnosed until this clears.
- Is every device from one integration greyed out? That integration is not running. Go to Settings → Modules & Devices: a provider whose service is stopped is listed as an Offline entry. Restart that integration’s service, then confirm the module shows as Enabled.
- Are only the devices under one controller greyed out? The controller is offline - check its power and network link. (For Paxton controllers see Paxton - Door Not Responsive.)
- Is it a single device? The device itself is unreachable - check its power and network, and that its address and credentials have not changed. For cameras, see Camera - Offline or No Live Video.
Workstation-Attached Device Missing When YachtAware Is Embedded
Symptom: A workstation-attached device (hardware plugged directly into the operator’s computer, such as a USB card reader) works when YachtAware is opened directly in a browser tab, but is missing or unavailable when YachtAware is shown inside another page (for example a kiosk screen or third-party dashboard). Site-wide devices such as cameras and doors work normally.
Cause: Workstation-attached devices are connected to YachtAware through user agent (UA) extensions. UA extensions are intentionally not loaded when YachtAware is embedded in another page. This keeps embedded screens stable and is expected behaviour, not a fault.
Resolution: Open YachtAware directly in a browser tab on the workstation the device is plugged into. See Embedding YachtAware in Another Page.