Alerts & Reports

Check to make sure each recipient email/phone number is separated by a comma.

For text recipients, make sure you have included the recipient’s country code prefix before their phone number – no spaces or non-numerical characters.
If you wanted to add a number in Switzerland, for example, you would need to pre-pend the country code for Switzerland (+41), so if a Swiss cell phone was 79-xxx-xx-xx, you would enter that as 4179xxxxxxx.
Note: Text messaging charges may apply.

See Viewing, Sharing, & Saving Reports for more details on report sharing.

You can configure the system to send out an Email or Text message when a connection has been off for more than X number of minutes.

In the Remote Service Platform, navigate to the Admin -> Networks page, and select the bell icon  under the Configure column to open the Alerts page.

On the Alerts page you can configure when the first alerts gets sent, if/when additional alerts are sent, max number of alerts to send (up to 60), and if a resolution email get sent.

For more information on alerts and alert setup, click here.

Ei3 provides various alerts in the Remote Service Platform, and in the Customer Portal. Alerts are available in the Customer Portal for Remote Monitoring, Downtime Tracking (if said products are active on the selected machine), and in the Remote Service Platform for network and machine connectivity. Each alert page has an Options field which lets you specify the alert conditions such as frequency, duration between, and max number of alerts. The fields are shown and explained below:

First alert after: Whether the alert is for an Amphion coming online or going offline, for remote monitoring data, or for downtime tracking, an alert can be configured to be sent out after a certain duration from the initial time of occurrence.
The number in this text field matches exactly how many minutes after the alert condition is met that the alert will be sent to the recipients. If this field is set to zero, the alert will be sent out immediately (at the time of alert condition occurrence). If set to 10, for example, the alert will be sent 10 minutes from the initial alert occurrence, and will only be sent if the alert condition remains in that state for the complete 10 minutes.

Next alert every: The number in this field will set the alert to be re-sent after a certain amount of time. If the number here is 15, for instance, another alert will be sent after 15 minutes from the first one, if the alert conditions are still met.

Note: The number in this field must be set to a number greater than zero. If this field is set to zero, you will not get alerts.

Max number of alerts: This field allows you to limit the number of alerts which are sent out, after the first, assuming alert conditions are still met. For example, if this field was set to 1, and an alert was sent out, another alert would be sent to the recipients later (based on the time period set in the Next alert every field). If the condition remained for additional time, the alert would not be sent because of the specified max number of alerts being set to 1.

You can think of this field as being titled Max number of additional alerts as it is only counting the alerts being sent out after the first alert.

You can read more about setting up alerts in these articles:

Downtime Alerts

Remote Monitoring Alerts

How to set up an alert to notify you when your machine data is missing


Yes, it is possible to assign your own IP to a black box. Doing so can cause issues with data collection however, and we may need to assist you in this process. Contact us for guidance with this process in order to ensure that data collection continues unhindered.

If you’re using OPCUA the reset process can be done easily through the Customer Portal, from Admin Tools > Machines. Please see this guide for details on restarting a data collection job.

There are a few places where you can find your Amphion’s current firmware version:

  • From either the Customer Portal under the Remote Service tab (requires active Remote Service product), or from the Remote Service Platform:1. Go to the Machines tab, and search for the machine or network you’re looking for.
    2. Start a remote service session and click the Preview Machine icon .
    3. Navigate to the Settings tab.
    The Amphion model and firmware information is displayed on this page.
  • In the Remote Service platform, go to Network or Machines, and click Edit  (in the Action column).

The model and software version of the Amphion will be displayed.

It is mandatory that you configure the FTP server of any device in Passive mode and with the dedicated TCP port 3001 to 3004.  Any device on a machine that runs an FTP server needs to be reachable using the Remote Service application and has to be configured to use passive mode FTP with the dedicated TCP ports 3001-3004 used for passive FTP data transfer.
This is also the case for any machine device that runs an FTP server that needs to be reached from the SFLAN or the customer’s LAN.

Data Collection

You will need to reset data collection in order to reconfigure/add datapoints or variables to a data collection job. (This includes changing data points, a read address, tags, etc).

Changing a tag description will not require a data collection restart.

In most cases, you will need to contact us in order to successfully reconfigure/reset a data collection job.


If you’re using OPCUA, it is possible to reset your previous data collection job and restart again with the new data points or tags.

Please refer to this guide for details on restarting a data collection job.


If you’re using a non-OPCUA configuration, please contact us for assistance with reconfiguring or restarting data collection.

From the Customer Portal, go to Remote Monitoring > Snapshot (page should load upon selection).

Here a complete list of machine data points is provided, along with the last collected values for each.

At the top of the list a timestamp is displayed showing the last time data was collected successfully.

This is a good way to check if machine data has been collecting successfully, and can be refreshed using the  icon.


If you’re having issues with data collection, please contact us for assistance.

A gap in data can occur when a machine cannot connect to the Internet, so its data cannot get to ei3.

Causes of data loss

Data loss can occur for a variety of reasons. These can be, but are not limited to:

  • Machine or other connected devices are powered off.
  • A loss of internet connection or disruption in internet service.
  • A firewall prevents connection to ei3.
  • A faulty Ethernet cable or switch.
  • Wrong red box on machine, unmatched green and red box project #s, or swapped red boxes.
  • Wrong IP address or network information put in green or red box.

Checking for Data Loss

There are a few ways to check if you have a gap in data for a machine.

  • Go to the Remote Monitoring page and check the machine’s Snapshot. This displays the last time data was successfully collected from the machine.
  • Generate a report. From the Reports menu, generate a Data Collection and Connectivity Status Report based on your preferences to check for missing data on your machine(s).
  • Go to the Remote Monitoring > Admin page for Alerts and set up a Missing Data Alert. For information on configuring such an alert, see here.
For further help with data gaps and connectivity issues, refer to the data gap diagnostic flowchart or contact




Data Points

To change the data you’re getting from your machine, you will need to configure the data points you’re gathering data from. Some users may have the ability to change these points themselves. See this article for information on changing data points.

If you can’t access these functions or are not sure how to proceed, contact us for assistance with changes to your machine data points.

Downtime Tracking

Your machine may have the Downtime Tracking application enabled, but you may be struggling to get the page to load.

If you’re seeing this error page, try the following steps:


  1. Log out and log back in again.Sometimes, especially if the page has been open for a long time with no user activity, there may be a session timeout where the user is automatically logged out. Try opening/closing your browser and logging out, then logging back in, or refreshing the web page.
  2. Set up a shift schedule
    Without a shift schedule defined, the Downtime Tracking application will not be able to determine a ‘previous shift’ or ‘current shift’ – crucial aspects of the Downtime Tracking process. If a shift schedule is not defined the page will not be able to properly display its contents. Once a shift schedule has been created and applied to the machine, the Downtime Tracking application should work normally.For details on setting up and applying a shift schedule to a machine, see:
    Creating a shift schedule
    Applying a shift schedule to a machine
  3. Sometimes a user may have access to machines at multiple locations – some machines with downtime tracking and some without.  The user will see Downtime Tracking as a menu item, but if they click on it while accessing a machine without downtime enabled it will produce an error message.  To fix this, the user must go to the Dashboard tab and select a machine with downtime tracking configured, then navigate back to the Downtime Tracking application in order to view it normally.


Several search results list tables in the system, including the Users/User Groups, or Machine Data Points, will load a page with an empty table of search results displayed by default.

Most tables with a list of search results can be searched by any column (i.e. Name, Location, Description, Enabled, etc) to display those items.

To show all search results, enter * in the search bar.

If you’re still having issues seeing data, contact us.

A manufacturing execution system (MES) is any computerized system used to track the process of raw materials to a final product. These systems range in variety, purpose, and functionality, and can be used to track anything from product waste, OEE, scheduling and resource management, product life cycles, and more.

Enterprise resource planning (ERP) refers to any business management software which are used to collect, store, share, or otherwise better understand data from business-related activities. In many cases, ERP systems will display optimal and relevant information for machines, efficiency, and job information.

The most important function of an ERP or MES system is how it enables visual data analysis in real time, and provides effective diagnostics, which can lead to process improvement over time.

Across ei3’s web applications and products, the red  and green  status icons are used to indicate the current status of various items.

In general, these status symbols follow the following rules:

  • A red  status symbol means off, disabled, or inactive.
  • A green  status symbol means on, enabled, or active.
  • In some cases, a grey status icon  may appear – this can either mean inactive, invalid, or null.

Status icons are important on web pages such as the Remote Service page, which displays a list of your factory’s machines and their current status.

The status indicator lights in the various columns have slightly different meanings.

Remote Service – Contract Status

 – Remote Service is active on this machine.

 – Remote Service is not active.

 – The machine’s Remote Service contract is expiring in the next 90 days.

Note: You may notice that ei3 only processes machine deactivations once per day.  A machine expired on January 15 would be included in the product deactivation job for January 16 which has not run yet. This is done so as to ensure that access to the machine is not removed too early.

 – Remote Service has never been active on this machine.

Mousing over an icon will show the expiration date of the Remote Service application. If it has already expired, the hover text will show the date it expired.

Network Status

 – The network is online and connected. The green box is accessible (pingable) and currently transmitting data to ei3.

 – The network is offline and not accessible. This means that all red boxes on the network are also not accessible at this time.

Mousing over an icon will show how long the network connection status has been in its current state (Connection OK or Connection Failed).

Machine Status

 – The red box on the machine is online and accessible.

 – The red box on the machine is not accessible at this time. Common causes for this include an offline green box, or a faulty cable connection to the box.

Mousing over an icon will show how long the connection status to the red box has been in its current state (Connection OK or Connection Failed).


Clicking in to Preview Machine using the  icon allows a user to view the individual machine devices (from the Devices page).

The top of the page displays whether the network or machine are accessible (matches the statuses shown from the main Remote Service page).

Each device on the machine is listed, with a status icon  or  to indicate if the device is accessible.

The minimum recommended browser versions for using ei3  are:
  • Google Chrome v40 and up
  • Mozilla Firefox v44 and up
  • Microsoft Internet Explorer v11 and up
  • Microsoft Edge v12 and up
  • Opera v43 and up

If you are trying to use some other browser, contact e-services to check your browser compatibility with our web applications.

See also: Minimum system requirements for ei3

Using the Customer Portal and other web applications on ei3 requires that the client computer have at least the following characteristics:

  • Windows XP, Windows 2000, Windows Vista, Windows 7 or higher
  • Attached graphics display capable of 1024 by 768 or higher resolution
  • 300 MB free disk space
  • 512 MB of memory, minimum, though 1 GB is preferred
  • 1 Ghz CPU
  • Internet connection (Cable, DSL or better)

See also: Web browsers supported by ei3


You may need to create or assign downtime codes. Typically, you will need to start by creating downtime categories and codes, then managing and assigning codes to individual machines.
You can change specific machine information from the Admin Tools page. Click here for more information.
You can change specific machine information from the Admin Tools page. Click here for more information.
Any machine stop will normally trigger a downtime event. Those downtime events that are not either manually or automatically assigned to a downtime code will be considered an unassigned downtime event and will negatively impact the machine’s availability.