Technical Support

Reset the gateway by unplugging from the wall, wait 5 seconds, and plug it back in. If gateway remains offline proceed to S2. 

NOTE: Gateway's can take up to 5 minutes to reestablish connectivity with the Internet and sensors.    

REFERENCE VIDEO LOCATED HERE.

Evaluate your wireless environment. 

• Is the device connected to the cellular network? (AT&T, Verizon, T-Mobile)
• Is the device in the best location to receive cellular signal? 
• Are the antennas all screwed into place, and is the SIM card seated correctly? 

• Confirm gateway is connected to power, and lights are on. 
• Confirm ethernet cable is connected to Local Area Network (LAN) outlet. 
• Confirm LAN Wi-Fi is not experiencing an outage, or interference.

• Confirm Both the gateway and router are plugged in to a power outlet. 
• Confirm devices are connected together via the Ethernet cable. 
• Power-cycle (Unplug & Reconnect) both devices. 

NOTE: Routers & Gateways can take up to 5 minutes to reestablish connectivity with the cellular network, and LoRaWAN sensor network.    

Evaluate your wireless environment. 

• Is the equipment connected to the strongest cellular network for your location? 
  • (AT&T, Verizon, T-Mobile) 
• Is the device in the best physical location to receive cellular signal? 
• Are the antennas screwed into the correct MAIN/AUX/Wi-Fi ports?

Reset the sensor. 

1. Press the blue ACT button 5 times. You will see a Red Light. 
2. Then, press and hold the same button for 5 seconds. You will see a green rapid blinking light followed by a red light, and then a green light again. Your device is connected.     

Troubleshooting:

1. The sensor lights will display in the above sequence only.  If you view any other light sequence, repeat reset step 1.  
2. If the Green light never comes on, log into the platform and confirm the gateway is online. 
3. If the Gateway is online, make sure the sensor is not too far from the gateway. 
4. Confirm there is signal no interference between the sensor and the gateway.
   • Examples of Interference Culprits: Older buildings with 10' thick walls, or floors, IT Closets/Server Rooms, Lead based or 2x + pane glass, or new equipment that broadcasts a wireless signal. 

REFERENCE VIDEO LOCATED HERE

Reset the sensor. 

1. You'll need a Phillips head screwdriver. Remove the (4) screws and open the sensor.
2. Locate the Yellow Cover and Remove the yellow cover from the single pin, and replace wires over both pins. 
3. The green light will blink inside the sensor indicating a successful reset.    

Troubleshooting:

1. If the Green light never comes on, log into the platform and confirm the gateway is online. 
2. If the Gateway is online, make sure the sensor is not too far from the gateway. 
3. Confirm there is signal no interference between the sensor and the gateway.
   • Examples of Interference Culprits: Older buildings with 10' thick walls, or floors, IT Closets/Server Rooms, Lead based or 2x + pane glass, or new equipment that broadcasts a wireless signal. 

REFERENCE VIDEO LOCATED HERE

Reset the Panic Button. 

1.  Press and hold the panic button until you see a green light.
2. If not online, confirm the gateway is online in the platform.   

REFERENCE VIDEO LOCATED HERE

Reset the sensor. 

1. You'll need a Phillips head screwdriver. Remove the back cover.  
2. Remove the battery and replace again. Don't forget the rubber ring when replacing the backing.      

REFERENCE VIDEO LOCATED HERE

1. Click on the circle with three lines at the top right corner. 
2. Go to Contacts and Add user information.    

REFERENCE VIDEO LOCATED HERE

1. Click on the circle with three lines at the top right. 
2. Go to Contacts and click on the pencil icon to delete/change user information.    

REFERENCE VIDEO LOCATED HERE

1. Click on the Blue drop-down Menu and select Reports. 
2. Click on the report to make changes, schedule a new report, and to view past reports.     

REFERENCE VIDEO LOCATED HERE

1. Go to the Manage Screen with the list of all assets. 
2. Click on the Blue drop-down menu on the right. 
3. Select Alerts. 
4. Click on the sensor you'd like to make changes to, and click Settings for that sensor. 

NOTE: Creating rules, and changing temperature thresholds will greatly reduce unwanted alerts.    

REFERENCE VIDEO LOCATED HERE AND HERE

1. Go to:  https://sensors.sigflow.com/home/forgot-password    
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