Troubleshooting > Troubleshooting Device-Related Issues > Scenarios: Troubleshooting AzureIotThings
Scenarios: Troubleshooting AzureIotThings
This topic presents scenarios for issues that may arise with Azure IoT Edge devices and Azure IoT Devices, all represented as AzureIotThings in ThingWorx. To test connectivity, refer to the Microsoft document, Tutorial: Use a simulated device to test connectivity with your IoT Hub.
The following scenarios describe issues that may arise during operation of an Azure IoT Hub Connector and the Azure IoT Devices and Edge devices connected to ThingWorx. Each section presents possible causes and solutions.
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The Connector loads and caches all configuration settings during startup. If you change the configuration, you must restart the Connector for the change to take effect.
Thing is not connected to the platform
If you observe one or more of the following conditions, it is likely that the device is not connected:
Green "connected" icon is red and "broken".
The values of the isConnected and isReporting properties are false, which is indicated by the absence of check marks for the properties in the ThingWorx Composer UI.
lastConnection time is either the epoch, 1969-12-31 19:00:00:00.000, or older than the last time Azure IoT Hub Connector started.
Possible causes for this issue follow:
Azure IoT Hub Connector is not running or is not connected to the ThingWorx Platform.
The gatewayThing property of an AzureIotThing is not set.
The AzureIotHubTemplate Thing is not currently bound.
Check the Connector logs for strings where <hub Thing Name> is the name of your AzureIotHubTemplate Thing. For example:

"Azure IoT Hub Thing <Hub Thing Name> successfully bound"
If this string is missing or there is a message indicating that it was unbound, the AzureIotHubTemplate Thing is not bound and the Things connected to the hub cannot be connected to the ThingWorx Platform.
Possible solutions for these causes follow:
In ThingWorx Composer, verify the Connector is communicating with the platform by looking for the name of the Connector, such as AzureIot-cxserver-ac85c4b6-d8b2-4c91-adca-fc0ef4b8dc27, in Monitoring > Connection Servers.
Start/restart the Azure IoT Hub Connector.
Set the gatewayThing property of the AzureIotThing to the ThingName of the AzureIotHubTemplate Thing configured in the Azure IoT Hub Connector configuration file, and, if you make a change, restart the Connector.
Verify the name of the AzureIotHubTemplate Thing matches the spelling and case of the hub-thing-name configuration of your Azure IoT Hub Connector. If you make a change, restart the Connector.

// The Thingname of the entity model object in ThingWorx that represents the Iot Hub in Azure
cx-server.protocol.hub-thing-name = "MyHubThing"
Device twin updates not reflected in Azure
If you discover that setting a device twin property of an AzureIotThing, such as twinDesired or twinTags, is not reflected in the Azure IoT portal.
Possible causes for this issue follow:
The AzureIotThing is not connected to the ThingWorx Platform.
The Azure Edge Agent or Edge Hub is not functioning correctly.
The Azure IoT Hub Connector has lost its connection to the Azure IoT Hub.
Azure is experiencing a delay in delivering twin updates to the device.
Possible solutions for these causes follow:
Stop and restart the Azure IoT Hub Connector.
Verify the AzureIotThing has its gatewayThing property set to the correct AzureIotHubTemplate Thing that is bound through the Azure IoT Hub Connector. If you make a change, restart the Connector.
For Azure IoT Edge devices: Restart the edgeAgent and/or edgeHub modules on the Azure IoT Edge device itself.
For Azure IoT Devices, restart the devices.
Device twin updates not reflected in ThingWorx
Setting a device twin property in the Azure IoT portal is not reflected in the ThingWorx Platform.
Possible causes for this issue follow:
The AzureIotThing is not connected to the ThingWorx Platform.
Azure IoT is experiencing a delay in delivering twin updates to ThingWorx.
The Azure IoT Hub Connector has lost its connection with the Azure IoT Hub.
Possible solutions for these causes follow:
Stop and then restart the Azure IoT Hub Connector.
Verify the AzureIotThing has its gatewayThing property set to the correct AzureIotHubTemplate Thing that is bound through the Azure IoT Hub Connector. If you make a change, restart the Connector.
Property writes from Edge not reflected in ThingWorx
An Azure IoT Edge Device is sending non-twin property updates to the ThingWorx Platform, but the updates are not reflected on the AzureIotThing that represents that device in the platform.
Possible causes for this issue follow:
The AzureIotThing is not connected to the platform.
Messages being sent are not in the correct JSON format.
The AzureIotThing does not have a remotely bound property with the same name as the incoming property.
The Azure IoT Hub Connector has lost its connection with the Azure IoT Hub.
Azure IoT is experiencing a delay in delivering messages to the Azure IoT Hub Connector
Recently added remotely-bound properties are causing a sync issues with the Azure IoT Hub Connector.
Possible solutions for these causes follow:
Stop and then restart the Azure IoT Hub Connector.
Verify the AzureIotThing has its gatewayThing property set to the correct AzureIotHubTemplate Thing that is bound through the Connector. If you make a change, restart the Connector.
Verify the messages being sent from the Azure IoT Edge Device have the following JSON format:

[
{
"property1Name": "property1Value",
"property2Name": "property2Value",
"property3Name": 123,
"property4Name": true
},
{
"property1Name": "property1Value2",
"property2Name": "property2Value2",
"property3Name": 456,
"property4Name": false
}
]
Verify that the property names in the message match the remotely-bound property names on the AzureIotThing exactly.
Check for errors similar to the following on the Azure IoT Hub Connector:

Second attempt at refreshing bindings also stale for thing=AzureIotThing.
Bindings not available
Check for errors such as the following on the ThingWorx Platform:

Unable to Invoke Service GetRemotePropertyMappings on AzureIotThing :
Stale node remote property mappings
To resolve, invoke the RestartThing service on the AzureIotThing mentioned in the log message.