Troubleshooting Resource Connection Issues in Tandem Connect

Overview

Tandem Connect is a low-code integration platform designed to bridge the gap between your operational technology (OT) and your digital twin. If you are having trouble connecting a resource (such as an IoT sensor, Microsoft Dynamics 365, or IBM Maximo) to your Tandem facility, follow the troubleshooting steps below.

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1. Check Connection Status Indicators

Before deep-diving into settings, check the Properties panel in Tandem for the specific resource. Tandem uses visual cues to indicate connection health:

• ✅ Green Checkmark: Healthy activity. Data is flowing as expected.

• ⚠️ Yellow Exclamation: Warning limits exceeded. The connection is live, but the data value is outside of your defined thresholds.

• ❌ Red Exclamation: Connection Failure. The resource is not sending data, or the parameters are currently outside of operating bounds.

2. Verify Tandem Connect Plugin Configuration

If the resource is not appearing at all, the issue likely lies within the Tandem Connect integration layer.

• Authentication: Ensure that the API keys, OAuth tokens, or login credentials for the source system (e.g., Azure IoT Hub, MQTT broker) have not expired.

• Node Logic: If using the node-based editor, ensure the "Input" node is correctly receiving the payload and the "Output" node is mapped to the correct Tandem Stream ID.

• Beta Access: If you are using a Beta plugin, ensure your organization still has active permissions for that specific integration.

3. Data Mapping & Stream IDs

A common reason for "missing" data is a mismatch between the source data and the Tandem property.

• Check Stream IDs: Each resource must be mapped to a specific Stream in Tandem. Verify that the Stream ID in your source system matches the one in the Tandem Streams tab.

• Schema Validation: Ensure the data format (JSON/CSV) matches what the Tandem template expects. For example, if Tandem expects a numeric value for "Temperature" but receives a string with a unit (e.g., "72F"), the connection may fail to display.

4. Network and Firewall Permissions

Because Tandem is a cloud-based platform, local resources behind a corporate firewall may have trouble "dialing out."

• MQTT/Webhooks: If you are pushing data via webhooks or MQTT, ensure your local server allows outbound traffic to the Autodesk Tandem endpoints.

• Revit/Excel Add-ins: If the connection issue is with the Revit or Excel Add-in, ensure you are logged into the correct Autodesk account and that the file is synced to the Tandem cloud.

5. Common Error Codes

• "Unable to Reach Stream": Often caused by an incorrect Facility URN or Stream Key.

• "Rate Limit Exceeded": Occurs if your sensors are sending data more frequently than your current Tandem tier allows.

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Still Need Help?

If you have followed these steps and your resource still won't connect, please provide our support team with the following:

1. Facility URN (Found in the URL of your browser).

2. The Name of the Resource/Sensor you are trying to connect.

3. The Integration Type (e.g., MQTT, Microsoft Dynamics, Azure).

4. A screenshot of the error message in the Tandem Connect console.

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