Overview

This guide helps verify and restore backend services on a secondary server when devices appear offline or disconnected. It provides steps to check service status, restart failed services, and validate device connectivity.

Prerequisites

Before troubleshooting, ensure the following:

• The system is powered on.

• The system has an active internet connection.

• You have terminal access with sufficient permissions to manage services.

Steps

Step 1: Check if Backend Services Are Running

If backend services are stopped or in an error state, devices may appear offline or disconnected from the portal.

Fix Steps

1. Open Terminal.

2. Run the following command to check backend service status:

brew services

3. Verify that the following services are in the started state:

• httpd

• php@8.1

• nginx

Example:

Name                Status                User

httpd       started       testgrid

php@8.1     started       testgrid

nginx       started       testgrid

Step 2: Restart services if Required

If any required service is not in the started state, restart the affected service.

Fix Steps

1. Stop the affected service using the command below:

brew services stop <service_name>

2. Start the service again:

brew services start <service_name>

Examples

Restart Httpd

brew services stop httpd brew services start httpd

Restart PHP (Note: The PHP version may vary depending on the installed version.)

brew services stop php@8.1 brew services start php@8.1

Restart Nginx

brew services stop nginx brew services start nginx

Outcome

After completing the troubleshooting steps:

• Backend services should be running successfully.

• Devices should appear online and connected.

• The secondary server should resume normal communication with the portal.

Still not resolved?

If all backend services are running correctly but devices remain offline or disconnected, proceed with the Device Disconnections Troubleshooting Guide for further diagnosis.

Before raising a support ticket, collect the following information:

• Screenshot of service status output

• Terminal logs/errors

• Device connection status screenshot

• Server details and timestamp of issue

Support Contact:support@testgrid.io