The plainest cause: the file has no device attached, so there is nothing to read.
If a device is attached and still shows nothing, the question moves to the device itself.
There are two distinct hardware situations, and they need different follow-up:
- The serial number does not exist. The device identifier is not known at the provider. Usually
a mistyped number, or a device that was never registered. - The device exists but reports no data. The provider has the device on record but has received
no readings from it. That points to a faulty unit or one that never got a connection.
Support can confirm which of the two applies by checking the reading history with the device
provider directly. That check is worth requesting before replacing hardware, because the two look
identical in Dockflow.
A device showing as disabled after the container was gated in empty at destination is expected
behaviour at the end of a journey. It is unrelated to whether temperature data was ingested during
the trip.
Example
A container arrives with a tracker attached, but Dockflow shows no device linked. Support checks the provider’s reading history to see whether the serial number is unknown or the device exists but has sent no data. That distinction matters before replacing hardware, since both cases look the same in Dockflow. A disabled device after empty gating at destination is expected.