Gateway and sensor troubleshooting guide
Take a look at some of the common troubleshooting questions to consider when your gateway or sensors appear to be disconnected or offline.
We recommend first determining which device is causing the issue: the gateway or the sensors.
If you have multiple sensors at your location, and they all seem to have gone offline at the same time, this is a good indication that your gateway may be the issue.
If most of your sensors are working apart from one, this indicates the issue is likely with the sensor.
Keep in mind that if your gateway is offline, then your sensors would appear offline as well, so it's best to troubleshoot your gateway first before troubleshooting your sensors.
If no sensors are online, continue troubleshooting the gateway. If some of the sensors from this gateway are online, the issue could be with the other sensors. Follow the sensor troubleshooting guide in this article to resolve the issue.
If the sensors you expect to be connected are showing online and display a recent reading, then your gateway is working correctly.
Go to where the gateway is located and check if all the lights on the gateway show solid green. If the Gateway is off or the lights are not showing solid green, ensure it is plugged in and take note of any warning lights. This should give a good indication as to what may be wrong.
If you have not, try turning it off, then wait for 30 seconds before turning it back on again. You should also check the warning lights and make sure they are showing as solid green.
If they appear to be loose, ensure they are tight and check for connectivity. It's worth ensuring that the unit hasn't been damaged at this point. If it has, a replacement may need to be sent out.
You can find the sensor ID on the device and confirm that it matches the sensor you are troubleshooting within the sensors tab in SafetyCulture.
This can help you to identify when the disconnection may have occurred.
Having your sensor too far away from the gateway or with too many obstacles may cause it not to communicate correctly. Obstructions, such as concrete walls and steel between the gateway and the sensor, may impact the signal strength. Try moving the sensor closer to the gateway, specifically, within 50m/160ft of the gateway.
If so, it may be time to replace your batteries. Learn how to replace the batteries for your sensors.
Ensure the sensor is turned on and check your SafetyCulture account for readings.
If you have not, try turning it off, then wait for 30 seconds before turning it back on again.
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