enteliWEB Troubleshooting and Diagnostics Guide
Key Takeaway
How to diagnose and resolve common enteliWEB issues — offline devices, discovery failures, trend log gaps, alarm routing failures, IIS errors, and SQL Server performance.
Quick Answer
Most enteliWEB issues relate to BACnet network connectivity (offline devices, discovery failures), data storage (trend log gaps, SQL performance), or web hosting (IIS application pool errors). Diagnose using the enteliWEB system health dashboard, Windows Event Viewer, and SQL Server management tools.
Device Offline
- Ping the device IP address to verify network connectivity
- Check firewall rules for UDP port 47808
- Verify no duplicate BACnet device instance numbers
- Check BBMD configuration for cross-subnet devices
- Verify the controller is powered and its BACnet service is running
Discovery Finding No Devices
- Confirm enteliWEB BACnet/IP interface is configured on the correct NIC
- Verify UDP 47808 is not blocked by Windows Firewall or network firewall
- Check that controllers have BACnet/IP enabled and are on the same subnet (or BBMD is configured)
Trend Log Gaps
- enteliWEB server was offline or unreachable during the gap period
- SQL Server disk space exhausted — check drive space
- BACnet device was offline during the logging period
- Logging interval misconfigured (e.g., set to daily instead of 15 minutes)
Alarm Notifications Not Arriving
- Verify SMTP server settings in enteliWEB administration
- Check that the alarm routing rule matches the alarm priority and category
- Verify the controller's Notification Class has enteliWEB registered as a recipient
- Check spam filters on the receiving email system
IIS Application Pool Crash
- Check Windows Event Viewer for application errors
- Recycle the enteliWEB IIS application pool from IIS Manager
- Verify sufficient server memory — increase the app pool memory limit if needed
SQL Server Performance
- Monitor database file size — trend log tables grow continuously
- Schedule index maintenance (rebuild/reorganize) weekly
- Archive or purge old trend data beyond the retention period
- Move SQL database files to faster storage (SSD) if I/O bottlenecks occur
Service Restart
Restart the enteliWEB Windows service from Services Manager (services.msc). For web-layer issues, recycle the IIS application pool without restarting the core service.
Collecting Diagnostic Logs
When contacting Delta Controls support, collect the enteliWEB application log files from the installation directory, Windows Event Viewer application logs, and SQL Server error logs. Include the enteliWEB version number and a description of the symptoms.
Frequently Asked Questions
Devices go offline when BACnet communication is interrupted — network blocking UDP 47808, IP address changes, duplicate device instance numbers, or the server losing network connectivity.
Open Services Manager (services.msc), locate the enteliWEB service, and click Restart. For web-layer issues, recycle the IIS application pool from IIS Manager.
Server offline, SQL disk space exhaustion, BACnet device offline during logging period, or misconfigured logging interval. Check event logs and SQL disk usage first.