Dock Offline
Viewing this guide for
Applicable alarms (3)
DOCK_OFFLINENO_INTERNET_VIA_ETHERNETINTERMITTENT_INTERNET_VIA_ETHERNET
Likely outcomes — click to expand
Based on 0 missions where this alarm fired in the last
90 days
(for DOCK_OFFLINE) as of 2026-10-13
Aggregated from fleet operations and refreshed daily. Individual outcomes may vary by site and configuration.
Background
Section titled “Background”This guide fits into the larger Asset Offline Flow described here: Asset Offline Troubleshooting Landing Page. Before making edits to this page, please review the Landing Page and ensure that the steps here fit into the overall flow.
This guide covers dock specific troubleshooting steps to determine why a dock is showing offline on Fleetwrangler.
Troubleshooting Steps
Section titled “Troubleshooting Steps”graph TD
choose-remote-or-onsite-troubleshooting{"<small><b>Step 1</b></small><br/>Question: Do you want to perform Remote or Onsi..."}
remote-troubleshooting-reference("<small><b>Step 2</b></small><br/>Reference: The Dock may be offline for several r...")
attempt-to-ssh-into-the-dock["<small><b>Step 3</b></small><br/>Action: Attempt to SSH into the Dock SSH in..."]
what-is-the-state-of-your-ssh-connectio{"<small><b>Step 4</b></small><br/>Question: What is the state of your SSH connect..."}
confirm-stacks-installed-and-started["<small><b>Step 5</b></small><br/>Action: Continue troubleshooting in the Conf..."]
cannot-ssh-go-to-tailscale-console{"<small><b>Step 6</b></small><br/>Question: Go to the Tailscale Consolehttps:/..."}
cannot-ssh-tailscale-yes-site-power["<small><b>Step 7</b></small><br/>Action: This indicates a site power issue."]
cannot-ssh-initial-install{"<small><b>Step 8</b></small><br/>Question: Is this part of the initial install o..."}
cannot-ssh-dock-provisioned-correctly{"<small><b>Step 9</b></small><br/>Question: Check if the Dock is provisioned corr..."}
cannot-ssh-reprovision-dock["<small><b>Step 10</b></small><br/>Action: Reprovision the Dock."]
cannot-ssh-return-to-asset-offline-landing["<small><b>Step 11</b></small><br/>Action: Return to Asset Offline Troubleshooti..."]
cannot-ssh-tailscale-no-post-ask-tailsc["<small><b>Step 12</b></small><br/>Action: Post on ask-tailscale-users, tag ..."]
onsite-use-a-non-contact-voltage-tester{"<small><b>Step 13</b></small><br/>Question: Before testing the Dock for power, us..."}
onsite-power-cycle-dock-breaker["<small><b>Step 14</b></small><br/>Action: If the Dock is receiving power but is..."]
onsite-did-breaker-power-cycle-resolve{"<small><b>Step 15</b></small><br/>Question: Did the breaker power cycle resolve t..."}
onsite-dock-may-return-to-service("<small><b>Step 16</b></small><br/>Reference: The Dock may return to service.")
onsite-confirm-voltage-to-dock["<small><b>Step 17</b></small><br/>Action: Confirm voltage is getting to the Doc..."]
onsite-is-voltage-in-correct-range{"<small><b>Step 18</b></small><br/>Question: Is the AC voltage at the Dock power p..."}
onsite-request-breaker-inspection["<small><b>Step 19</b></small><br/>Action: This could be a faulty breaker. Conta..."]
onsite-did-breaker-inspection-resolve{"<small><b>Step 20</b></small><br/>Question: After breaker inspection or repair is..."}
onsite-dock-may-return-to-service-after-breaker-inspection("<small><b>Step 21</b></small><br/>Reference: The Dock may return to service.")
onsite-reconnect-dock-power-cable["<small><b>Step 22</b></small><br/>Action: Turn off the breaker. **Do not hot pl..."]
onsite-did-reconnect-resolve{"<small><b>Step 23</b></small><br/>Question: Did reconnecting the Dock power cable..."}
onsite-dock-may-return-to-service-after-reconnect("<small><b>Step 24</b></small><br/>Reference: The Dock may return to service.")
onsite-yes-power-replace-dock["<small><b>Step 25</b></small><br/>Action: At this point the issue could be inte..."]
onsite-no-power-return-to-asset-offline["<small><b>Step 26</b></small><br/>Action: Follow Site Power Outage/topics/as..."]
choose-remote-or-onsite-troubleshooting -->|Remote troubleshooting| remote-troubleshooting-reference
choose-remote-or-onsite-troubleshooting -->|Onsite troubleshooting| onsite-use-a-non-contact-voltage-tester
remote-troubleshooting-reference --> attempt-to-ssh-into-the-dock
attempt-to-ssh-into-the-dock --> what-is-the-state-of-your-ssh-connectio
what-is-the-state-of-your-ssh-connectio -->|Can SSH into the Dock| confirm-stacks-installed-and-started
what-is-the-state-of-your-ssh-connectio -->|Cannot SSH into the Dock| cannot-ssh-go-to-tailscale-console
cannot-ssh-go-to-tailscale-console -->|Yes| cannot-ssh-tailscale-yes-site-power
cannot-ssh-go-to-tailscale-console -->|No| cannot-ssh-tailscale-no-post-ask-tailsc
cannot-ssh-tailscale-yes-site-power --> cannot-ssh-initial-install
cannot-ssh-initial-install -->|Yes| cannot-ssh-dock-provisioned-correctly
cannot-ssh-initial-install -->|No| cannot-ssh-return-to-asset-offline-landing
cannot-ssh-dock-provisioned-correctly -->|Yes| cannot-ssh-reprovision-dock
cannot-ssh-dock-provisioned-correctly -->|No| cannot-ssh-return-to-asset-offline-landing
onsite-use-a-non-contact-voltage-tester -->|Yes| onsite-power-cycle-dock-breaker
onsite-use-a-non-contact-voltage-tester -->|No| onsite-no-power-return-to-asset-offline
onsite-power-cycle-dock-breaker --> onsite-did-breaker-power-cycle-resolve
onsite-did-breaker-power-cycle-resolve -->|Yes| onsite-dock-may-return-to-service
onsite-did-breaker-power-cycle-resolve -->|No| onsite-confirm-voltage-to-dock
onsite-confirm-voltage-to-dock --> onsite-is-voltage-in-correct-range
onsite-is-voltage-in-correct-range -->|Yes| onsite-reconnect-dock-power-cable
onsite-is-voltage-in-correct-range -->|No| onsite-request-breaker-inspection
onsite-request-breaker-inspection --> onsite-did-breaker-inspection-resolve
onsite-did-breaker-inspection-resolve -->|Yes| onsite-dock-may-return-to-service-after-breaker-inspection
onsite-did-breaker-inspection-resolve -->|No| onsite-yes-power-replace-dock
onsite-reconnect-dock-power-cable --> onsite-did-reconnect-resolve
onsite-did-reconnect-resolve -->|Yes| onsite-dock-may-return-to-service-after-reconnect
onsite-did-reconnect-resolve -->|No| onsite-yes-power-replace-dock
style choose-remote-or-onsite-troubleshooting fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style remote-troubleshooting-reference fill:#f3e8ff,stroke:#a855f7,color:#581c87
style attempt-to-ssh-into-the-dock fill:#dcfce7,stroke:#22c55e,color:#14532d
style what-is-the-state-of-your-ssh-connectio fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style confirm-stacks-installed-and-started fill:#dcfce7,stroke:#22c55e,color:#14532d
style cannot-ssh-go-to-tailscale-console fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style cannot-ssh-tailscale-yes-site-power fill:#dcfce7,stroke:#22c55e,color:#14532d
style cannot-ssh-initial-install fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style cannot-ssh-dock-provisioned-correctly fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style cannot-ssh-reprovision-dock fill:#dcfce7,stroke:#22c55e,color:#14532d
style cannot-ssh-return-to-asset-offline-landing fill:#dcfce7,stroke:#22c55e,color:#14532d
style cannot-ssh-tailscale-no-post-ask-tailsc fill:#dcfce7,stroke:#22c55e,color:#14532d
style onsite-use-a-non-contact-voltage-tester fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style onsite-power-cycle-dock-breaker fill:#dcfce7,stroke:#22c55e,color:#14532d
style onsite-did-breaker-power-cycle-resolve fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style onsite-dock-may-return-to-service fill:#f3e8ff,stroke:#a855f7,color:#581c87
style onsite-confirm-voltage-to-dock fill:#dcfce7,stroke:#22c55e,color:#14532d
style onsite-is-voltage-in-correct-range fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style onsite-request-breaker-inspection fill:#dcfce7,stroke:#22c55e,color:#14532d
style onsite-did-breaker-inspection-resolve fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style onsite-dock-may-return-to-service-after-breaker-inspection fill:#f3e8ff,stroke:#a855f7,color:#581c87
style onsite-reconnect-dock-power-cable fill:#dcfce7,stroke:#22c55e,color:#14532d
style onsite-did-reconnect-resolve fill:#dbeafe,stroke:#3b82f6,color:#1e3a5f
style onsite-dock-may-return-to-service-after-reconnect fill:#f3e8ff,stroke:#a855f7,color:#581c87
style onsite-yes-power-replace-dock fill:#dcfce7,stroke:#22c55e,color:#14532d
style onsite-no-power-return-to-asset-offline fill:#dcfce7,stroke:#22c55e,color:#14532d Hover or focus a block to preview it. Select the block to keep the preview open.
1 question
Do you want to perform Remote or Onsite troubleshooting steps?
2 reference
The Dock may be offline for several reasons including a cloud outage or problems related to its network hardware. Incorrect configurations might also lead to connectivity issues.
- If the Dock is offline in Fleetdeck but it is possible to SSH into it, this indicates that there is either 1) a problem on the cloud side or 2) the Dock's cloud comms agent needs to be reestablished.
- If the Dock is offline in Fleetdeck and it is NOT possible to SSH into it, this indicates that there is a problem with Dock's network hardware (ethernet cabling, for example) or site network/power.
3 action
Attempt to SSH into the Dock (SSH into Dock).
4 question
What is the state of your SSH connection to the dock?
For an intermittent SSH connection (can SSH but lose SSH connection at any point), follow "Can SSH into the Dock" and then "Cannot SSH into the Dock."
For an intermittent SSH connection (can SSH but lose SSH connection at any point), follow "Can SSH into the Dock" and then "Cannot SSH into the Dock."
5 action
Continue troubleshooting in the Confirm the stacks are installed and started section below.
6 question
Go to the Tailscale Console and search for the dock.
Does the dock have the right tags for the metro it is located in? For example,
Does the dock have the right tags for the metro it is located in? For example,
dfw-dock for Dallas, hou-docks for Houston, etc. 7 action
This indicates a site power issue.
8 question
Is this part of the initial install of the Dock?
9 question
Check if the Dock is provisioned correctly by making sure there are no mismatch alarms in FleetWrangler. Is there any mismatch?
10 action
Reprovision the Dock.
11 action
Return to Asset Offline Troubleshooting and continue with the next steps.
12 action
Post on
#ask-tailscale-users, tag @tailscale-admins, and ask for the Dock to be tagged. Once tagged, start again at step 1. 13 question
Before testing the Dock for power, use work order template 1155.
Use a non-contact voltage tester to check if the Dock is receiving power.
Is the Dock receiving power?
Use a non-contact voltage tester to check if the Dock is receiving power.
Is the Dock receiving power?
14 action
If the Dock is receiving power but is NOT communicating via FleetWrangler, follow Power Cycle / Reset Tripped Dock Breaker to power cycle the Dock breaker.
15 question
Did the breaker power cycle resolve the issue?
16 reference
The Dock may return to service.
17 action
Confirm voltage is getting to the Dock. This step must be performed by ground system technicians. For 208 V systems, the expected range is 205-215 V AC.
1. Turn the breaker off.
2. Unplug the Dock power cable and leave it unplugged.
3. Turn the breaker back on.
4. Wearing HV gloves, use a multimeter to measure the AC voltage at the plug that goes to the Dock.
1. Turn the breaker off.
2. Unplug the Dock power cable and leave it unplugged.
3. Turn the breaker back on.
4. Wearing HV gloves, use a multimeter to measure the AC voltage at the plug that goes to the Dock.
18 question
Is the AC voltage at the Dock power plug within 205-215 V AC for a 208 V system?
19 action
This could be a faulty breaker. Contact the ground systems tech lead to create a work order to inspect the breaker. Breaker inspection should only be performed by a certified electrician.
Before reconnecting the Dock, turn off the breaker. Do not hot plug the connector. Plug the cable back into the Dock only after the breaker is off.
Before reconnecting the Dock, turn off the breaker. Do not hot plug the connector. Plug the cable back into the Dock only after the breaker is off.
20 question
After breaker inspection or repair is complete and the Dock power cable is reconnected, is the Dock communicating via FleetWrangler?
21 reference
The Dock may return to service.
22 action
Turn off the breaker. Do not hot plug the connector. Plug the cable back into the Dock, then turn the breaker back on.
23 question
Did reconnecting the Dock power cable and turning the breaker back on resolve the issue?
24 reference
The Dock may return to service.
25 action
At this point the issue could be internal to the Dock. Create a work order to have the Dock swapped and sent to the hub for an EOL check.
- Remove the Dock from the tower per Section 10.4.6.b of the Site Infrastructure Maintenance Manual.
- Return the defective Dock to the hub.
- Run an EOL test and swap the defective hardware.
26 action
Follow Site Power Outage to troubleshoot the Dock's power source.
Resolution note
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Confirm the stacks are installed and started
Section titled “Confirm the stacks are installed and started”Once the Dock is reachable, we need to confirm:
- the stack installer file is available
- the stack was automatically installed and started at reboot
1 action
Connect to Dock (SSH into Dock).
2 action
Confirm the installer file is present and of a sensible size (
>30 MB).# command for Dock
# install_dock_target.run -> over 30 MB
$ ls -ahluL /application/download_cache/
total 42M
-rwxrwxrwx 1 zipline zipline 42M Mar 3 2023 install_dock_target.run 3 question
Is the installer file present and reasonable size?
4 question
Was there an OTA deployed on this device recently and did it fail?
5 action
6 escalation
OTA was not successful, escalate to OTA Support On Call
7 action
Confirm that the installer was automatically run after reboot and the stack was started:
Run:
If the stack was installed and started, the tree should show some green/running services.
Run:
sudo systemctl list-dependencies dock.target.If the stack was installed and started, the tree should show some green/running services.
8 question
Are any of the services green?
9 action
The stack will not start if the device is in maintenance mode.
Run:
Run:
sudo boot-mode --check. 10 question
Is the returned output
production? 11 action
Disable maintenance mode to allow the stack to start.
Run:
Run:
boot-mode --enable-production. 12 action
Reboot the Dock.
Run:
Run:
sudo reboot. 13 action
After the reboot completes, SSH into the Dock (SSH into Dock).
14 action
Confirm that the installer was automatically run after reboot and the stack was started:
Run:
If the stack was installed and started, the tree should show some green/running services.
Run:
sudo systemctl list-dependencies dock.target.If the stack was installed and started, the tree should show some green/running services.
15 question
Are any of the services green?
16 question
Is the asset back online on Fleetwrangler?
17 action
The issue is resolved.
18 escalation
Escalate to P2 Embedded Linux On Call to investigate why the Dock is stuck in maintenance mode.
19 action
Stack was installed and started, however it is not communicating with cloud through C2 yet.
Return to Asset Offline Troubleshooting and continue with the next steps.
Return to Asset Offline Troubleshooting and continue with the next steps.
20 escalation
Escalate to P2 Embedded Platform On Call to investigate why the stack was not installed/run.
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