OneIQ uses the status Frozen to indicate that a Workspace is no longer receiving live telemetry.

This can happen for two main reasons:

The person running OneIQ Pulse connects telemetry to their IT Environment (ITE).

An IT Environment (ITE) is the persistent environment where telemetry is collected. The ITE can collect data 24 x 7 x 365 and is only visible to the person who owns and operates that environment.

A Workspace is a temporary view designed for related or unrelated parties to collaborate.

Workspaces act as a live window into the ITE, but only for a defined period. This period is typically 7 days or 30 days, which OneIQ refers to as the Assessment Window.

Workspaces include a visual indicator showing the assessment duration and the time remaining.

When a Workspace expires, the assessment has ended and the Workspace becomes an immutable record of what occurred during that assessment. This behaviour is intentional and preserves the integrity of the assessment record.

A key indicator that the Workspace is frozen because the assessment has ended is the assessment progress bar.

As the assessment period nears its end, the green progress bar transitions to yellow. If the bar becomes fully yellow, the Workspace has expired.

In this case, the assessment has concluded and the Workspace is intentionally frozen. The data remains visible, but only within that Workspace’s original assessment date window.

If more up-to-date data is required, a new Workspace must be created.

Either party can initiate a new Workspace at any time, provided the ITE is still live and collecting telemetry.

If the Workspace moves to a Frozen status while there is still time remaining in the Assessment Window, that means telemetry has stopped reaching the Workspace unexpectedly.

This is typically caused by one of the following:

[Image Placeholder: OneIQ Pulse connector status illustration]

Support has limited ability to resolve connectivity issues, as these are usually related to the user’s own network environment.

The collecting user needs to restart the OneIQ Pulse service. Support may be able to assist with restarting OneIQ Pulse services, sometimes remotely or through a screen sharing session.

If the user has intentionally stopped or uninstalled OneIQ Pulse, this is considered a deliberate user action rather than a support issue.

The sections below explain how Workspaces function and how to determine which situation has occurred.

A Workspace is a Shared Observability Window. It shows a fixed slice of data, usually 7 or 30 days, taken at the moment the IT Environment was shared. It is a slice of time. As that window passes, the data does not update, so it will look old. This is intentional so advisors can base design decisions on a fixed snapshot period.

NB: Even after a workspace reaches its observability limit and expires, it remains fully accessible. You can continue analyzing the data from the captured period without needing to refresh anything. A refresh is only required if you want to collect and view more recent data, not simply to extend your analysis time.

Note: A frozen Workspace may also be caused by a frozen ITE. An ITE becomes frozen when there is an issue with Pulse data collection or connectivity, either between Pulse and the platforms or Pulse and OneIQ, resulting in no data updates. If the ITE is frozen, all attached Workspaces will also appear frozen, and it may not be due to the workspace's 7 or 30-day limit.

To confirm, ask the ITE owner, meaning the person who installed Pulse, to check the IT Environment status in the portal by selecting IT Environments and confirming it shows Green (Live).

Then check the workspace status. If the workspace 7 or 30-day window has expired, it will show as Yellow. This means the observability window is complete and, by design, no new data will be collected or displayed. Creating a new workspace and attaching the IT Environment to it will provide updated data.

If the workspace is still showing as Green, the 7 or 30-day observability window has not yet expired. In that case, if the workspace appears frozen, it suggests there may be a data collection issue, and collection may have stopped unexpectedly.

Unless data collection has paused prematurely, a workspace is typically frozen by design because its data is beyond the 7- or 30-day workspace window. Frozen simply means the workspace is no longer collecting new data.

If you need an up-to-date workspace, you must create a new workspace and attach the IT Environment to that new workspace. This keeps the original workspace unchanged while providing a new workspace with current data. Users will need to be invited to the new workspace.

This can be done entirely by the IT Environment owner, and there is no need to invite them again to access the data source. Alternatively, the technology partner can create a new workspace and invite the customer to attach their existing IT Environment to it.