Troubleshooting

Sensor Homepage and HTTP Server

The sensor HTTP server page http://os-991900123456.local/ has information about the sensor system information, sensor status, firmware and configuration. To learn more about Web UI and it’s use to troubleshoot the sensor, Please see the Web Interface portion of this user manual

Note

Please contact our Field Application Team and we can answer your questions and provide guidance for achieving proper operations.

Networking

Many initial problems with the sensor are associated with it not properly being assigned an IP address by a network switch or DHCP server on a client computer. Check your networking settings, the steps in Connecting to Sensor, and that all wires are firmly connected if you suspect this problem. Note that if the sensor is not connected via gigabit Ethernet, it will stop sending data and will output an error code if it fails to achieve a 1000 Mb/s+ full duplex link. Please see the Networking Guide for detailed guidance on network setup.

Get Alerts

To check for hardware errors, use the get_alerts TCP command.

If the watchdog is triggered, an alert code will be appended to the end of the response of the TCP command get_alerts. The sensor has a limited-size buffer that will record the first few alerts detected by the sensor.

The full list of possible alerts and error messages can be found in Alerts and Errors in the Appendix.

The alerts reported have the following format:

{
   "category": "Category of the alert: e.g. OVERTEMP, UDP_TRANSMISSION",
   "level": "Level of alert: e.g. NOTICE, WARNING, ERROR",
   "realtime": "The timestamp of the alert in nanoseconds",
   "active": "Whether the alert is active or not: <true/false>",
   "msg": "A description of the alert",
   "cursor": "The sequential number of the alert, starting from 0 counting up",
   "id": "The hexadecimal identification code of the alert: e.g. 0x01000017",
   "msg_verbose": "Any additional verbose description that the alert may present"
}

Example showing active and logged forced temperature sensor failures occurring at timestamps 1569712873477772800, 1569712879991844096, 1569712884968876544 (nanoseconds). The first logged error then resolves itself at 1569713260229536000. The example has been JSON formatted:

{
   "active": [
      {
         "category": "OVERTEMP",
         "level": "ERROR",
         "realtime": "1569712879991844096",
         "active": true,
         "msg": "Unit internal temperature out of bounds; please ensure proper heat sinking.",
         "cursor": 1,
         "id": "0x01000001",
         "msg_verbose": ""
      },
      {
         "category": "OVERTEMP",
         "level": "ERROR",
         "realtime": "1569712884968876544",
         "active": true,
         "msg": "Unit internal temperature out of bounds; please ensure proper heat sinking.",
         "cursor": 2,
         "id": "0x01000002",
         "msg_verbose": ""
      }
   ],
   "next_cursor": 4,
   "log": [
      {
         "category": "OVERTEMP",
         "level": "ERROR",
         "realtime": "1569712873477772800",
         "active": true,
         "msg": "Unit internal temperature out of bounds; please ensure proper heat sinking.",
         "cursor": 0,
         "id": "0x01000000",
         "msg_verbose": ""
      },
      {
         "category": "OVERTEMP",
         "level": "ERROR",
         "realtime": "1569712879991844096",
         "active": true,
         "msg": "Unit internal temperature out of bounds; please ensure proper heat sinking.",
         "cursor": 1,
         "id": "0x01000001",
         "msg_verbose": ""
      },
      {
         "category": "OVERTEMP",
         "level": "ERROR",
         "realtime": "1569712884968876544",
         "active": true,
         "msg": "Unit internal temperature out of bounds; please ensure proper heat sinking.",
         "cursor":2 ,
         "id": "0x01000002",
         "msg_verbose": ""
      },
      {
         "category": "OVERTEMP",
         "level": "ERROR",
         "realtime": "1569713260229536000",
         "active": false,
         "msg": "Unit internal temperature out of bounds; please ensure proper heat sinking.",
         "cursor": 3,
         "id": "0x01000000",
         "msg_verbose": ""
      }
   ]
}

Note

Please contact our Field Application Team and we can answer your questions and provide guidance for achieving proper operations.

Using Latest Firmware

Upgrading to the latest firmware can often resolve issues found in earlier firmware. The latest firmware is always found at Ouster Downloads. Our Support team is best suited to be able to help you if you are running the latest firmware. Please refer to the Updating Firmware section to learn more on how to update firmware.

Alerts and Errors

The sensor provides alerts and error messages that can be used to help diagnose the sensor. These Alerts are accessible through the diagnostics tab on the sensor homepage. Alternately, users can query the sensor via the get_alerts TCP command and the HTTP endpoint GET /api/v1/sensor/alerts.

An alert would get triggered when it’s trigger condition is met and would get cleared when the respective trigger condition no longer exists within a certain level of heuristics, or when a specific alert clearing condition is met.

get_alerts returns two lists, an active list and a log list. The active list will contain alert-trigger events for alerts that are currently active. An alert-trigger event will by-definition always have its active attribute set to true. There is no limit on the number of alert-trigger events that are displayed in the active event list. All currently active alert-trigger events will be displayed in the active event list.

The log list will contain all current and past alert-trigger and alert-clear events. An alert-clear event will by-definition have the exact same attributes and attribute values as its corresponding trigger event, with the exception of the realtime and cursor attributes which should have higher values, since an alert-clear event will always be received after an alert-trigger event. The log list has a length limit of 32 events with the oldest events automatically removed from the log list once a new event needs to be added to the log list and the log list length limit is reached, essentially acting as a FIFO (First In First Out) queue.

In addition to the active and log lists, get_alerts also returns a next_cursor field. Every alert event has a cursor attribute, which increments for every alert event logged. This can be used to track the alert activity that has been viewed and reduce message bandwidth. To do this, users are recommended to save the next_cursor field when calling get_alerts and then use that value as the START_CURSOR argument on the next get_alerts call to fetch only new log entries.

A valid value for MODE is either summary or default.

Note

Valid uses of get_alerts:

  • Example: Calling get_alerts with START_CURSOR=1

    get_alerts 1

  • Example: Calling get_alerts with START_CURSOR=2 and MODE=summary

    get_alerts 2 summary

Invalid uses of get_alerts:

  • Example: Calling get_alerts with START_CURSOR=summary and MODE=2

    get_alerts summary 2

Note

The order in which the START_CURSOR and MODE arguments are specified for the get_alerts TCP command must be followed when providing both arguments, with START_CURSOR preceding the MODE. The arguments can be specified in any order when calling the equivalent /api/v1/sensor/alerts HTTP endpoint.

Table of All Alerts and Errors

Possible alerts and errors that the sensor can provide are listed below. Where appropriate, the message from the sensor aims to help the user diagnose and fix the issue themselves.

Note

Please note that if the recommended action does not clear the ALERT and the issue persists, Users are encouraged to update to the latest FW version. If that does not mitigate the issue, please collect the diagnostics file from the sensor Web UI and contact Ouster Support.

Alerts and Errors

ID

Category

Level

Alert Message

Sensor Action

0x01000000

OVERTEMP

Error

Unit internal temperature too high; Unit is shutting down. Please refer to Thermal integration guide for heat sinking requirements.

SHUTDOWN

0x01000001

OVERTEMP

Error

Unit internal temperature too high; Unit is shutting down. Please refer to Thermal integration guide for heat sinking requirements.

SHUTDOWN

0x01000002

OVERTEMP

Error

Unit internal temperature too high; Unit is shutting down. Please refer to Thermal integration guide for heat sinking requirements.

SHUTDOWN

0x01000003

OVERTEMP

Error

Unit internal temperature too high; Unit is shutting down. Please refer to Thermal integration guide for heat sinking requirements.

SHUTDOWN

0x01000004

OVERTEMP

Error

Unit internal temperature too high; Unit is shutting down. Please refer to Thermal integration guide for heat sinking requirements.

SHUTDOWN

0x01000005

OVERTEMP

Error

Unit internal temperature too high; Unit is shutting down. Please refer to Thermal integration guide for heat sinking requirements.

SHUTDOWN

0x01000006

OVERTEMP

Error

Unit internal temperature too high; Unit is shutting down. Please refer to Thermal integration guide for heat sinking requirements.

SHUTDOWN

0x01000007

UNDERTEMP

Error

Unit internal temperature too high; Unit is shutting down. Please refer to Thermal integration guide for heat sinking requirements.

SHUTDOWN

0x01000008

OVERTEMP

Error

Unit internal temperature too high; Unit is shutting down. Please refer to Thermal integration guide for heat sinking requirements.

SHUTDOWN

0x01000009

OVERTEMP

Error

Unit internal temperature too high; Unit is shutting down. Please refer to Thermal integration guide for heat sinking requirements.

SHUTDOWN

0x0100000A

OVERTEMP

Error

Unit internal temperature too high; Unit is shutting down. Please refer to Thermal integration guide for heat sinking requirements.

SHUTDOWN

0x0100000B

OVERTEMP

Error

Unit internal temperature too high; Unit is shutting down. Please refer to Thermal integration guide for heat sinking requirements.

SHUTDOWN

0x0100000C

INTERNAL_COMM

Warning

Unit has experienced an internal COMM warning. If the issue persists, update to the latest FW. Contact Ouster support if the above steps do not resolve the alert with Diagnostic file.

No Action

0x0100000D

INTERNAL_COMM

Warning

Unit has experienced an internal COMM warning. If the issue persists, update to the latest FW. Contact Ouster support if the above steps do not resolve the alert with Diagnostic file.

No Action

0x0100000E

SHOT_LIMITING

Notice

Temperature is high enough where shot limiting may be engaged; Please refer to Thermal integration guide for heat sinking requirements.

No Action

0x0100000F

SHOT_LIMITING

Warning

Shot limiting mode is active. Laser power is partially attenuated; Please refer to Thermal integration guide for heat sinking requirements.

No Action

0x01000010

INTERNAL_FW

Error

Unit has experienced an internal error; If the issue persists, update to the latest FW. Contact Ouster support with Diagnostic file, if the above steps do not resolve the alert.

No Action

0x01000011

ETHERNET_LINK_BAD

Warning

Sensor has detected an issue with the connected ethernet link. Please check the network setup including the network switch and harnessing can support 1 Gbps Ethernet. If you experience no issues with this Alert active, this alert can be ignored.

No Action

0x01000012

INTERNAL_COMM

Warning

Unit has experienced an internal COMM warning: some measurements may have been skipped. No action is required from the user to clear the Alert. If the issue persists on FW update, contact Ouster support with diagnostic file.

No Action

0x01000013

INTERNAL_COMM

Warning

Unit has experienced an internal COMM warning: some measurements may have been skipped. No action is required from the user to clear the Alert. If the issue persists on FW update, contact Ouster support with diagnostic file.

No Action

0x01000014

INTERNAL_COMM

Warning

Unit has experienced an internal COMM warning: some measurements may have been skipped. No action is required from the user to clear the Alert. If the issue persists on FW update, contact Ouster support with diagnostic file.

No Action

0x01000015

UDP_TRANSMISSION

Warning

Client machine announced it is not reachable on the provided lidar data port; check that udp_dest and udp_port_lidar configured on the sensor matches client IP and port.This Alert may occur on sensor startup, if the client is not listening at that time. If the issue persists, contact Ouster support.

No Action

0x01000016

UDP_TRANSMISSION

Warning

Could not send lidar data UDP packet to host; check that network is up and the destination is reachable.

No Action

0x01000017

UDP_TRANSMISSION

Warning

Received an unknown error when trying to send lidar data UDP packet; closing socket.

No Action

0x01000018

UDP_TRANSMISSION

Warning

Client machine announced it is not reachable on the provided IMU data port; check that udp_dest and udp_port_imu configured on the sensor matches client IP and port.

No Action

0x01000019

UDP_TRANSMISSION

Warning

Could not send IMU UDP packet to host; check that network is up and the destination is reachable.

No Action

0x0100001A

UDP_TRANSMISSION

Warning

Received an unknown error when trying to send IMU UDP packet; closing socket.

No Action

0x0100001B

INTERNAL_FW

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x0100001C

INTERNAL_FW

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x0100001D

INTERNAL_FW

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x0100001E

INTERNAL_FW

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x0100001F

INTERNAL_FW

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x01000020

INTERNAL_FW

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x01000021

INTERNAL_FW

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x01000022

INTERNAL_FW

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x01000023

INTERNAL_FW

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x01000024

STARTUP

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x01000025

INTERNAL_COMM

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x01000026

INTERNAL_COMM

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x01000027

INTERNAL_COMM

Error

Unit has experienced a startup error; Unit is shutting down. Update the Firmware to the latest version, if the issue persists please contact Ouster support.

SHUTDOWN

0x01000028

STARTUP

Warning

Unit has experienced an internal warning during startup and is restarting.

RESTART

0x01000029

STARTUP

Warning

Unit has experienced an internal warning during startup and is restarting.

RESTART

0x0100002A

STARTUP

Warning

Unit has experienced an internal warning during startup and is restarting.

RESTART

0x0100002B

STARTUP

Warning

Unit has experienced an internal warning during startup and is restarting.

RESTART

0x0100002C

STARTUP

Warning

Unit has experienced an internal warning during startup and is restarting.

RESTART

0x0100002D

STARTUP

Warning

Unit has experienced an internal warning during startup and is restarting.

RESTART

0x0100002E

INPUT_VOLTAGE

Warning

Input voltage is close to being too low. Consult the hardware user manual for voltage requirements. Raise voltage immediately.

No Action

0x0100002F

INPUT_VOLTAGE

Error

Input voltage is too low. Unit may shut down if the voltage drops farther. Consult the hardware user manual for voltage requirements.

SHUTDOWN

0x01000030

INPUT_VOLTAGE

Warning

Input voltage is close to being too high. Consult the hardware user manual for voltage requirements. Lower voltage immediately.

No Action

0x01000031

INPUT_VOLTAGE

Error

Input voltage is too high. Unit may shut down if the voltage increases farther. Consult the hardware user manual for voltage requirements.

SHUTDOWN

0x01000032

UDP_CONNECT

Warning

Couldn’t open lidar UDP socket; please contact Ouster support.

No Action

0x01000033

UDP_CONNECT

Warning

Couldn’t resolve hostname using DNS for lidar data; check network, DNS server, and udp_dest. If using static IP override, try setting udp_dest to an IP address or via auto-setting.

No Action

0x01000034

UDP_CONNECT

Warning

Invalid UDP port number; check network and udp_port_lidar.

No Action

0x01000035

UDP_CONNECT

Warning

Couldn’t reach destination client for lidar data; verify cabling, network address configuration, and subnet mask if using static IP override

No Action

0x01000036

UDP_CONNECT

Warning

Couldn’t open imu UDP socket; please contact Ouster support.

No Action

0x01000037

UDP_CONNECT

Warning

Couldn’t resolve hostname using DNS for IMU data; check network, DNS server, and udp_dest. If using static IP override, try setting udp_dest to an IP address or via auto-setting.

No Action

0x01000038

UDP_CONNECT

Warning

Invalid UDP port number; check network and udp_port_imu.

No Action

0x01000039

UDP_CONNECT

Warning

Couldn’t reach destination client for IMU data; verify cabling, network address configuration, and subnet mask if using static IP override

No Action

0x0100003A

SHOT_LIMITING

Warning

Shot limiting mode at maximum. Sensor shutdown imminent.

No Action

0x0100003B

INTERNAL_FW

Error

Unit has experienced a startup error; Unit is in Error Stopped (Shutdown) state. Please contact Ouster support.

SHUTDOWN

0x0100003C

INTERNAL_FAULT

Error

Internal fault detected; Unit will restart to attempt recovery. If the issue persists, update Firmware to the latest version. Contact Ouster support if the above steps don’t resolve the Alert.

RESTART

0x0100003D

INTERNAL_FAULT

Error

Internal fault detected; unit will restart to attempt recovery. If the issue persists, update Firmware to the latest version. Contact Ouster support if the above steps don’t resolve the Alert.

RESTART

0x0100003E

INTERNAL_FAULT

Error

Internal fault detected; unit will restart to attempt recovery. If the issue persists, update Firmware to the latest version. Contact Ouster support if the above steps don’t resolve the Alert.

RESTART

0x0100003F

INTERNAL_COMM

Error

Unit has experienced an internal COMM error; Unit is in Error Stopped(Shutdown) state. Please contact Ouster support.

SHUTDOWN

0x01000040

INTERNAL_FAULT

Error

Unit has experienced an internal COMM error; Unit is in Error Stopped(Shutdown) state. Please contact Ouster support.

SHUTDOWN

0x01000041

INTERNAL_COMM

Warning

Unit has experienced an internal COMM warning: some measurements may have been skipped.

No Action

0x01000042

INTERNAL_COMM

Error

Unit has experienced an internal COMM error; please contact Ouster support.

No Action

0x01000043

INTERNAL_FW

Error

Unit has experienced a startup error; please contact Ouster support.

SHUTDOWN

0x01000044

INTERNAL_FW

Error

Unit has experienced a startup error; please contact Ouster support.

SHUTDOWN

0x01000045

INTERNAL_FW

Error

Unit has experienced a startup error; please contact Ouster support.

SHUTDOWN

0x01000046

INTERNAL_FW

Error

Unit has experienced a startup error; please contact Ouster support.

SHUTDOWN

0x01000047

INTERNAL_FW

Error

Unit has experienced a startup error; please contact Ouster support.

SHUTDOWN

0x01000048

INTERNAL_FW

Error

Unit has experienced a startup error; please contact Ouster support.

SHUTDOWN

0x01000049

INTERNAL_FW

Error

Unit has experienced a startup error; please contact Ouster support.

SHUTDOWN

0x0100004A

STARTUP

Error

Unit has experienced a startup error; please contact Ouster support.

SHUTDOWN

0x0100004B

STARTUP

Error

Unit has experienced a startup error; please contact Ouster support.

SHUTDOWN

0x0100004C

INTERNAL_FAULT

Error

Internal fault detected; unit going to error stop state.

SHUTDOWN

0x0100004D

INTERNAL_FAULT

Error

Internal fault detected; unit going to error stop state.

SHUTDOWN

0x0100004E

WARMUP_ISSUE

Warning

Sensor warmup process is taking longer than expected; please ensure sensor is thermally constrained per requirements.

RESTART

0x0100004F

WARMUP_ISSUE

Warning

Sensor warmup process is taking longer than expected; please ensure sensor is thermally constrained per requirements.

RESTART

0x01000050

MOTOR_CONTROL

Warning

The phase lock offset error has exceeded the threshold. Check that the time source is accurate and the reduce the movement of the sensor including mechanical movement, shock, or vibration.

No Action

0x01000051

MOTOR_CONTROL

Error

The phase lock control failed to achieve a lock multiple times; Check that the time source is accurate.

No Action

0x01000052

CONFIG_INVALID

Error

Configuration value is invalid or out of bounds. Unit is shutting down. Try resetting the sensor configuration.

SHUTDOWN

0x01000053

WARMUP_ISSUE

Error

Sensor warmup process has failed. Unit is shutting down. Check the sensor operating conditions are within operating bounds.

SHUTDOWN

0x01000054

INTERNAL_FAULT

Notice

Unexpected hardware configuration detected. Please contact Ouster support.

No Action

0x01000055

UDP_TRANSMISSION

Warning

Unit has experienced a packet drop rate above normal threshold. Please check that the network has at least 1000 Mbps connection. Common causes of this notice may be 100 or 10 Mbps network connections.

No Action

0x01000056

INTERNAL_FAULT

Error

Internal fault detected; unit will restart to attempt recovery.

RESTART

0x01000057

OVERTEMP

Warning

Sensor temperature is too high. Sensor could have degraded range performance.

No Action

0x01000058

OVERTEMP

Error

Sensor temperature is too high; unit going to error stop state (Shutdown).

SHUTDOWN

0x01000059

INTERNAL_FAULT

Warning

Internal fault detected; unit will restart to attempt recovery.

RESTART

0x0100005A

INTERNAL_FAULT

Warning

Unit has experienced an internal COMM warning: some measurements may have been skipped. Check sensor operating conditions.

No Action

0x0100005B

INTERNAL_FAULT

Warning

Unit has experienced an internal COMM warning: some measurements may have been skipped. Check sensor operating conditions.

No Action

0x0100005C

INTERNAL_FAULT

Warning

Unit has experienced an internal COMM warning: some measurements may have been skipped. Check sensor operating conditions.

No Action

0x0100005D

INTERNAL_FAULT

Warning

Internal fault detected; unit going to error stop state.

SHUTDOWN

0x0100005E

INTERNAL_FAULT

Warning

Unit has experienced an overcurrent event; unit will restart to attempt recovery.

RESTART

0x0100005F

IO_CONNECTION

Warning

Unit has stopped receiving SYNC_PULSE_IN signals and is configured to expect them. Check electrical inputs to sensor.

No Action

0x01000060

IO_CONNECTION

Warning

Unit has stopped receiving NMEA messages at the MULTIPURPOSE_IO port and is configured to expect them. Check electrical inputs to sensor.

No Action

0x01000061

INTERNAL_COMM

Error

Unit has experienced an internal COMM error Unit will restart to attempt recovery.

RESTART

0x01000062

INTERNAL_FAULT

Error

Unit has experienced a internal error; Unit is in Error stopped state. Please contact Ouster support.

No Action

0x01000063

MOTOR_CONTROL

Warning

Unit is spinning outside of tolerant range; Check sensor operating conditions.

No Action

0x01000064

MOTOR_CONTROL

Error

Unit failed to maintain target spin rate; please contact Ouster support.

No Action

0x01000065

MOTOR_CONTROL

Error

Unit has experienced a internal error; Unit is in Error stopped state. Please contact Ouster support.

No Action

0x01000066

MOTOR_CONTROL

Error

Unit has experienced a startup error; Unit is in Error stopped state. Please contact Ouster support.

SHUTDOWN

0x01000067

INTERNAL_FW

Error

Unit has experienced a startup error; Unit is in Error stopped state. Please contact Ouster support.

SHUTDOWN

0x01000068

INTERNAL_FW

Error

Unit has experienced a startup error; Unit is in Error stopped state. Please contact Ouster support.

SHUTDOWN