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Troubleshoot Gateways and Nodes Offline
Troubleshoot Gateways and Nodes Offline
How to troubleshoot gateways, nodes and IAQ nodes offline when you receive email notifications
Julien Stamatakis avatar
Written by Julien Stamatakis
Updated over a week ago

Email notifications are sent to alert users that a Gateway or Node has lost its ability communicate (offline). In the System Status, that state is reflected by a module showing in red with the label 'offline'.

Gateways

When a notification is sent with a Gateway Offline, click on the gateway link to open the system status and verify that the gateway still shows offline (red). If it is online/green, there is nothing else to do. If it is red, proceed as follows:

  1. Verify that the gateway is still properly powered. Power cycle the gateway and the LED should briefly light up if the gateway is powered. If the LED does not light up, verify that that the outlet has power and that the micro-usb power cable is not damaged. If the LED lights up and the gateway is still showing offline, proceed to 2. If the LED does not light up, contact Senseware.

  2. If the LED is blinking yellow intermittently, it means the gateway cannot connect to the Internet. First, verify that the ethernet cable is properly connected between the Gateway and the source of Internet. If you are using a local Internet connection, verify with the administrator if any network settings have changed. If you are using a cellular router provided by Senseware, verify that the cell router is powered and has signal using the signal bars on the bottom of the cell router. Try power cycling the cell router. Contact Senseware if the gateway does not come back online 10 minutes after power cycling the cell router. Once the gateway is able to communicate again, the gateway LED will stop blinking yellow, and the gateway will be displayed in green in the System Status.

Nodes

When a notification is sent with a Node/IAQ Node Offline, click on the node link to open the system status and verify that the node still shows offline (red). If it is online/green, there is nothing else to do. If it is red, proceed as follows:

  1. Make sure the gateway is online. If the gateway is offline, follow the gateway troubleshooting steps above.

  2. If multiple nodes are offline, always start troubleshooting the ones closest to the gateway. They may relay data from other nodes and be the reason why the other nodes are offline.

  3. Verify that the node is still properly powered. Make sure the micro-usb plug is inserted into the Node and plugged into a working outlet (If on battery, replace the batteries). Power cycle the node and the LED should briefly light up if the node is powered. If the LED does not light up, verify that that the outlet has power and that the micro-usb power cable is not damaged. If the LED lights up and the node is still showing offline, proceed to 2. If the LED does not light up, contact Senseware.

  4. Observe the node LED pattern. It is likely that the node cannot reach other nodes in the network. Consider adding a relay.

Note: If a node keeps going online/offline, check the link quality on the System Status. If it is below 30%, there might be something interfering, such as a door opening and closing and you might want to consider adding a relay.

Note 2: If you know that there are other nodes close by and that the offline node has been used in a different installation before, consider doing a hard reset of the node to clear any saved configuration, such as an imposed PANID setting. Remove the top cover of the node, and press the node button until the LED becomes dark blue to perform hard reset.

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