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Cannot retrieve device information

Sebastian Bienert 20 Reputation points
2023-02-26T21:04:33.9366667+00:00

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Hi,
In the last 3 days I was experiencing issues with connection to IoT Hub. I followed troubleshooting guide and performed manual failover. Unfortunately it did not help and I was still unable to connect to the IoT hub. Strangely, everything worked fine when I created a new device and tried sending D2C message through it. I don't know what happenned to other devices. I still cannot send any D2C messages using them and it looks like I can't even get device information. I tried it many times and I'm always getting:
Details: ErrorCode:PartitionNotFound;ServiceUnavailableError: message.

Kind regards,
Sebastian

Azure IoT Hub
Azure IoT Hub
An Azure service that enables bidirectional communication between internet of things (IoT) devices and applications.
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  1. Sander van de Velde 0 Reputation points
    2023-02-27T00:36:49.5933333+00:00

    Hello @Sebastian Bienert ,

    thanks for reaching out to this moderated Azure community forum.

    Because another device registration seems to be working well, this seems to be an issue with the Azure IoT Hub service itself or the Azure portal representation.

    Which region are you using?

    You can try to check out your device with another tooling like the Azure IoT Hub extension for Visual Studio Code or the IoT Explorer.

    If this gives the same response, I recommend creating a support ticket.

    If the response helped, do "Accept Answer". If it doesn't work, please let us know the progress. All community members with similar issues will benefit by doing so. Your contribution is highly appreciated.

  2. AshokPeddakotla-MSFT 30,511 Reputation points
    2023-02-27T10:35:06.5733333+00:00

    @Sebastian Bienert

    I followed troubleshooting guide and performed manual failover.

    Are you referring to this troubleshooting guide?

    I don't see any issues in the Azure Status page for Europe region. Please check Resource Health and Azure Status

    Can you confirm if this issue occurs in a specific IoT Hub or all IoT Hubs in your subscription?

    Strangely, everything worked fine when I created a new device and tried sending D2C message through it. I don't know what happenned to other devices. I still cannot send any D2C messages using them and it looks like I can't even get device information. I tried it many times and I'm always getting:
    Details: ErrorCode:PartitionNotFound;ServiceUnavailableError: message.

    As per the information you provided, it seems that creating a new device and sending D2C messages through it worked fine. This suggests that the issue might be related to the specific devices that are encountering problems. How many devices you are seeing this error?

    If you have tried multiple times and always getting the same error message, ErrorCode: PartitionNotFound; ServiceUnavailableError, your devices might have corrupted connection strings or configurations. Did you check the device logs to see if there are any error messages that can help you identify the root cause of the issue : Use logs to monitor connectivity for a specific device ?

    Note that, Azure IoT hubs contain many core components from Azure Event Hubs, including partitions. Event streams for IoT hubs are populated with incoming telemetry data that is reported by various IoT devices. The partitioning of the event stream is used to reduce contentions that occur when concurrently reading and writing to event streams.

    The partition limit is chosen when an IoT hub is created, and can't be changed. The maximum limit of device-to-cloud partitions for basic tier and standard tier IoT hubs is 32. Most IoT hubs only need four partitions. For more information on determining the partitions, see the How many partitions do I need?

    Also, You may try restarting the devices and see if that resolves the issue.

    You may also see these type of errors when Azure IoT Hub may have reached its limits, such as the maximum number of devices, messages, or connections. If this is the case, you may need to increase the limits or remove some devices or messages to free up resources. See How to upgrade your IoT hub , Choose the right IoT Hub tier and size for your solution and IoT Hub quotas and throttling for more details.

    Hope this helps.

    If you need further help in this matter, please comment in the below section and we are happy to discuss!

    If this answers your query, do click Accept Answer and Yes for this answer as helpful. And, if you have any further query do let us know by commenting in the below section.