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Troubleshooting Gateways

Tom Foley
  • Updated

If all of your sensors are not reporting data, it means one or more of the following is true:

  1. Your gateway is not receiving signals from all sensors.
  2. Your gateway is not communicating with your Internet router/modem.
  3. Your Internet router/modem is not working properly.

The following will guide you through some troubleshooting tips that could help you resolve the issue. As always, ComplianceMate Support is available to assist in any way possible.

After any corrective action, wait 15 minutes to see if the green sensor lights start flashing and data starts being reported to the server using the Dashboard in the Mobile App or Server App.

Keep in mind that as long as the sensors are working, they are collecting data. Once you have established the connection between the gateway and the ComplianceMate server, the sensor backlog (i.e., the data that has been collected since the last time the sensor was able to sync) will be uploaded and the backlog cleared. 

Ethernet Gateway

Laird Sentrius RG1xx Gateway

 

Milesight Gateway

 

Mr NET IoT Gateway

MultiTech Cell/Wi-Fi Gateway

Check the following on the gateway:

  • Is the Power light on the gateway lit?
    • If no:
      • Is the power cord securely plugged into the gateway? If no, securely plug in the cord.
      • Is the power cord plugged into a working outlet? If no, plug it into a working outlet.
      • If either of these actions results in the Power light becoming lit.
    • If yes, proceed to the next check. 
  • Is the Ethernet light on the gateway lit?
    • If no: 
      • Is the ethernet cable securely plugged into the gateway? If no, plug it in, making sure it cannot be unplugged without pressing down on the release clip.
      • Is the ethernet cable securely plugged into the Internet modem/router? If no, plug it in, making sure it cannot be unplugged without pressing down on the release clip.
      • If either of these actions results in the Ethernet light becoming lit.
    • If it is securely plugged in on both ends, then there is an issue with the Internet router. See below.
  • Is the LoRa light lit on the gateway?
    • If no, restart the gateway by unplugging it, waiting 20 seconds, and then plugging it back in. The Power, Ethernet, and LoRa lights should become lit after the gateway has cycled through a restart.
      • If the the LoRa light does not light, contact ComplianceMate.
  • If Are the antennas properly aligned and plugged to the correct ports:
    • If no, correct the alignment and/or plug into the correct ports as shown above.
  • Is there something blocking the gateway that would cause it not to receive a signal from all sensors?
    • If yes, move the object or the gateway to clear the blockage.

If after going through all of the above and finding everything to be in working order, your sensors are still not reporting data to the ComplianceMate server, there is most likely an issue with your Internet connection.

The Internet Connection

Check the following to make sure your Internet connection is working:

  • Is the Power light lit on your Internet router and/or modem?
    • If not, make sure the power power cord is plugged into a working outlet and securely plugged into the device. Allow time for the connection to reestablish itself before checking to see if the connection to the ComplianceMate server has been restored.
  • Have there been any changes to your Internet provider, your Internet router/modem, or firewall?
  • Do you have other devices that connect to the Internet via your router/modem, are they working properly?
    • If no, then you will need to contact your Internet Service Provider.

Do you have a ComplianceMate ASUS router?

If your are using a ComplianceMate ASUS router and none of the above as resolved the connectivity issue, power cycle the router and gateway in the following order:

  1. Router: Unplug the device for 10 to 20 seconds, then plug the power cord back in. Allow time for the router to cycle back on and connect to the Internet.
  2. Gateway: Unplug the device for 10 to 20 seconds then plug the power cord back in. The Power, Ethernet, and LoRa lights should be lit up on the gateway once it is connected.

Your sensors should start flashing green within 15 minutes.

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