Troubleshooting Gateway Communication Issues
Troubleshooting Gateway Communication Issues
Troubleshooting Gateway Communication Issues
Common Causes (from most common to least):
Power to the gateway has been disrupted (by far the most common cause).
The gateway antenna has been removed or damaged.
There is weak or no cellular signal at the gateway location.
The gateway has suffered physical damage or has water ingress.
The gateway has failed for some unknown reason.
Power to the gateway has been disrupted (by far the most common cause).
The gateway antenna has been removed or damaged.
There is weak or no cellular signal at the gateway location.
The gateway has suffered physical damage or has water ingress.
The gateway has failed for some unknown reason.
Recommended actions:
Check that the gateway is plugged in and energized. If it is plugged in but not powered, check that local circuit is energized.
If the gateway is powered, check background color of the LCD screen and proceed as follows:
Black or White background: Initial Boot Mode
If the gateway is stuck in this state for more than 5 minutes, try cycling the power.
If this does not resolve the issue, take note of the "RSSI" signal number. If the number is above 100, confirm that the antenna is properly secured and not damaged, and move the gateway to a location with known cellular service and reboot.
If the number is below 100 and the gateway does not proceed to the next screen after 5 minutes, contact support.
Green background: Gateway has made contact with the ProAxion service and is in the process of downloading its latest version.
The unit can take up to 15 minutes to complete this step.
If the unit does not progress to the next screen after a few attempts, try moving the gateway to a location with known cellular service and retry.
Blue background: Gateway is currently "online" and is actively listening for nearby sensors.
If the gateway is found in this state after receipt of a notification that the gateway is offline, it's likely that the gateway had a power interruption, or other issue, that resolved since the notification was sent.
If these actions have not resolved the issue, contact support for further assistance.
Check that the gateway is plugged in and energized. If it is plugged in but not powered, check that local circuit is energized.
If the gateway is powered, check background color of the LCD screen and proceed as follows:
Black or White background: Initial Boot Mode
If the gateway is stuck in this state for more than 5 minutes, try cycling the power.
If this does not resolve the issue, take note of the "RSSI" signal number. If the number is above 100, confirm that the antenna is properly secured and not damaged, and move the gateway to a location with known cellular service and reboot.
If the number is below 100 and the gateway does not proceed to the next screen after 5 minutes, contact support.
Green background: Gateway has made contact with the ProAxion service and is in the process of downloading its latest version.
The unit can take up to 15 minutes to complete this step.
If the unit does not progress to the next screen after a few attempts, try moving the gateway to a location with known cellular service and retry.
Blue background: Gateway is currently "online" and is actively listening for nearby sensors.
If the gateway is found in this state after receipt of a notification that the gateway is offline, it's likely that the gateway had a power interruption, or other issue, that resolved since the notification was sent.
If these actions have not resolved the issue, contact support for further assistance.
How to Get Support:
Reply to the original alert email (preferred)
Email support@proaxion.io
Call 877-288-3177
Reply to the original alert email (preferred)
Email support@proaxion.io
Call 877-288-3177