ATG Connectivity Troubleshooter
Learn how to easily solve common issues with ATG connectivity.
Written by Jess Hamilton
Updated at July 27th, 2024
The vast majority of Titan Cloud features require us to communicate directly with the facility's ATG. When a connectivity issue occurs, you may notice facility information is unable to update, or you may see the issue reported on the Dashboard or in the Mission Inventory / Connectivity Report.
The question tree below provides steps to troubleshoot connectivity issues that prevent Titan Cloud from successfully communicating with an ATG.
Tip: Before diving into the troubleshooter, please check for site-level issues!
- Is the ATG operating as expected?
- Have there been any ISP, wireless carrier, or electricity outages in the area that might have impacted connectivity?
- If you're using a VPN to connect to Titan, are any other devices on the same network having similar issues?
- If you're using a modem to connect to Titan, make sure it is not a shared voice line and try calling the phone number. Do you hear the screeching sound to confirm the modem is live?
If any of these issues are present, they must be resolved at the site before we can troubleshoot in Titan Cloud.
Pick the option that best describes the issue you're experiencing.
Click the nine-dots icon in the top left corner of the screen to open the global menu. Under the Fuel Management heading, select and open the Test Connectivity Wizard.
If you've never used this tool before, please take a moment to review the Connectivity Wizards instructions.
When you're ready, run the test. What is the test result?
Double check the connection information supplied in the test. We strongly recommend coordinating with the facility's IT contact to ensure the data you have is up to date.
If you know the information is correct, let's check the remote ATG management tool for the facility. From the facility page, click ATG Management in the menu and select ATG Terminal Connect or ATG Web Connect.
Using the applicable tool for the facility, try running a single command.
What's the result?
Great! If the terminal management tool is working but polling is not, it's possible the polling setup may be configured incorrectly.
From Facility Info > Facility Profile > ATG Information (tab), check the ATG make and model. Are they accurate?
Do you have a Franklin Fueling gauge? It's possible your gauge is in VR mode, which can cause this issue.
Try following the instructions in the How to Change an EVO from VR to Native XML for Polling article to switch the gauge into native polling mode.
If you do not have a FF gauge, or if the solution above does not resolve the issue, please reach out to Titan Cloud technical support. Please be sure to let us know what steps you've taken to troubleshoot so we can provide efficient assistance.
In the left-side menu, under ATG Management, select Connection.
At the top right of the page, select Update Existing Connection Information (IP/Modem) from the drop-down menu and click Go.
This will bring you back to the Connectivity Wizard. Proceed through, even if the test fails, and click Add/Change Connectivity Parameters.
Select Update Existing Site and update the ATG manufacturer and model.
After making the updates, run the Connectivity Wizard again to ensure success.
If this did not solve the polling issue, please reach out to Titan Cloud technical support. Please make sure to let us know what you have already tried so we can pick up where you left off with troubleshooting.
Which error message?
- Try double checking the IP/port on connection
- Try a different port (8001/10001/9999)
- Verify that the connection is not down, all cables are connected, etc.
If these suggestions do not resolve the issue, please reach out to Titan Cloud technical support. Please let us know what steps you've taken to troubleshoot so we can provide efficient assistance.
This usually means the command was invalid.
- Verify the command was typed correctly
- Verify the command is valid for the make/model (Our list of ATG Common Commands may be helpful)
- Uncheck the “Send Security Code” option and try again
- Try using the command
200(No “I”) - For a VR TLS-450, try command
I90700 - For a VR TLS-350, try command
I90500orI90200
If these suggestions do not resolve the issue, please reach out to Titan Cloud technical support. Please let us know what steps you have taken to troubleshoot so we can assist efficiently.
If the response is in computer code rather than readable text, check to make sure the command was entered correctly.
For example, I20100 is a valid command, but i20100 is not.
If no symbol or character discrepancies are found, reach out Titan Cloud support for engineering assistance.
Do you use a VPN to connect? We may need to coordinate with our backend team to ensure everything is set up correctly on our end to accommodate.
Please reach out to Titan Cloud technical support for next steps. Please include the IP address and provide any background you have on how the tunnel is configured.
Please reach out to Titan Cloud technical support for further assistance. To make sure we can troubleshoot efficiently, please let us know what steps you have already attempted to resolve the issue.
Is ATG Terminal Connect or ATG Web Connect configured for the facility?
Check out the How to add ATG Terminal Connect or Web Connect to a Facility article to verify the feature has been enabled.
If this does not resolve the issue, please reach out to Titan Cloud technical support. Please be sure to tell us what steps you have already taken to troubleshoot so we can provide efficient assistance.
- Check the port setting on the gauge
- A TLS 350, for example, should be set to 9600, None, 1, or 8
- Check your settings - is a security code needed?
- Try resetting the connection to the gauge using the Connectivity Wizards.
- Try power cycling the modem/router
- Do you have a Franklin Fueling gauge? It's possible your gauge is in VR mode, which can cause this issue.
- Try following the instructions in the How to Change an EVO from VR to Native XML for Polling article to switch the gauge into native polling mode.
If these suggestions do not resolve the issue, please reach out to Titan Cloud technical support. Please let us know what steps you have taken to troubleshoot so we can assist efficiently.
Great! Let's try updating the existing connection information.
Click the Add/Change" Connectivity Parameters button at the top of the test window, and select the facility from the dropdown menu.
Input the applicable information, press Continue, and Confirm the changes. Give the system about 15 minutes before verifying whether polling connectivity has been restored.
Once the updates have been made, we also recommend Refreshing ATG Connection Info from Polling. This will check to make sure all tank, line, and sensor mapping is up to date.
Please click the Contact Us button below to reach out to our technical support team for further assistance.
If no Facility Mapping information is available for the ATG in Titan Cloud, we can help set it up for you.
Before you contact us for assistance, please coordinate with your IT department and/or ATG maintenance technician to ensure you have the IP address, port, or other relevant information to share with us.
Is data polling as expected elsewhere in Titan Cloud?
What type of ATG do you have?
- If the gauge is in VR mode, double check to ensure the commands you are using are supported.
- You may use the ATG Common Commands article or the manual from the manufacturer.
- Try using a
200or100command with noIprefix. - Try changing the gauge to Native mode on site.
- Check the “Ctrl-C” option and try command
2s00C842.
If these suggestions do not resolve the issue, please reach out to Titan Cloud technical support. Please let us know what steps you have taken to troubleshoot the issue so we can assist efficiently.
Has Web Connect worked previously?
- Try a different browser (Internet Explorer often is the best)
- Try changing the connection type (https or http)
If these suggestions do not resolve the issue, please reach out to Titan Cloud technical support. Please let us know what steps you have already taken to troubleshoot, and if the gauge is set to serve HTTP(S) over port 8001 or 1001 as we may need to make adjustments on the backend to accommodate.
Please check out this article with instructions on How to add ATG Terminal Connect or Web Connect to a Facility.
If this does not work or does not resolve the issue, please reach out to Titan Cloud technical support. Please let us know what steps you have already taken to troubleshoot so we can assist efficiently.
- Please double check the security code.
- Uncheck the “Send Security Code” option, and try again.
If these suggestions do not resolve the issue, please reach out to Titan Cloud technical support. Please let us know what steps you have taken to troubleshoot so we can assist efficiently.
Has Web Connect worked previously?
- Try a different browser (Internet Explorer often is the best)
- Try changing the connection type (https or http)
If these suggestions do not resolve the issue, please reach out to Titan Cloud technical support. Please let us know what steps you have taken to troubleshoot so we can assist efficiently.
Please check out this article with instructions on How to add ATG Terminal Connect or Web Connect to a Facility.
If this does not work or does not resolve the issue, please reach out to Titan Cloud technical support. Please let us know what steps you have already taken to troubleshoot so we can assist efficiently.
Remote ATG Management may not be supported by your gauge. Please review the article: Is my ATG compatible with Titan Cloud?
For further assistance, please reach out to Titan Cloud technical support. Please provide as much information as you can about your gauge, what you are looking to do, what you have tried so far, and your results.
If data is not polling, this needs to be resolved before we can troubleshoot your remote ATG management tool.
Please return to the beginning of the troubleshooter and select the “Information is not polling as expected” option, and follow the instructions provided.
Intermittent connectivity tends to be caused by site-level issues, such as:
- Electricity or internet outages
- Spotty cellular reception (if applicable)
- Data throttling due to network configuration (if applicable)
We strongly recommend coordinating with the facility's IT contacts to rule out these potential causes.
The Titan Cloud support team can check the Polling Engine Event Log to help identify patterns pointing to local or network connectivity issues, but we would not be able to resolve them.
A member of the Titan Cloud technical support team can investigate our logs, and can try adjusting Polling Engine settings for the site, including Post Connection Pause, Max Service Attempts, Network Timeout, and Network Read Count if applicable.
Please reach out for further assistance, and let us know what steps you have taken to troubleshoot so we can assist efficiently.
If you haven't yet, please review the New Facility Setup resource for step-by-step instructions.
Please note that depending on the type of connection you're configuring, additional setup outside of Titan Cloud may be required. For example:
- VPN setups require coordination with Titan Cloud Support
- Public ATG polling requires a whitelist for IPv4 35.168.249.144
If you are unsure of what's needed for your connection setup, please reach out to your Customer Success Manager for next steps.
Please click the Contact Us button below for further assistance from our technical support team.