This guide outlines some of the common troubleshooting questions to consider when your gateway or sensors appear to be disconnected or offline.
Before you begin
We recommend that you first determine which device is causing the issue. The gateway or a sensor. If you have multiple sensors at your site 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 sensors at your site are working apart from one, this indicates the likelihood of a sensor issue.
If the issue you’re experiencing persists after following the troubleshooting guide, you can contact our customer support team for further assistance.
Check the points outlined below when it’s your gateway that seems to be the issue.
Have you been through our self-installation guide when adding your gateway?
When you log in to your iAuditor account, is there a sensor online that is likely to be connected to this gateway?
If no sensors are online, continue troubleshooting the gateway. If some of the sensors from this gateway are online, then the issue could be with the other sensors. Follow the sensor troubleshooting guide in this article to resolve the issue.
Are all sensors at this site showing as offline?
If the sensors you expect to be connected are showing online and display a recent reading, then your gateway is working correctly.
Is your gateway plugged in and turned on?
Go to where the gateway is located and check if all the lights on the gateway are showing 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.
Have you tried turning the gateway off and on again?
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.
Does it appear that the antennae have been loosened?
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.
Check the points outlined below when it’s your sensors that seem to be the issue. If your gateway is offline, then your sensors would appear offline as well. It’s best to troubleshoot your gateway first before troubleshooting your sensors.
Have you been through our self-installation guide when adding your sensor?
Have you made sure the physical ID of the sensor matches the sensor you are troubleshooting?
You can find the sensor ID that’s located on the device and confirm that it matches the sensor you are troubleshooting within the sensors tab in iAuditor.
When did the sensor last upload a reading?
This can help you to identify when the disconnection may have occurred.
Is your sensor in the range of the gateway?
Having your sensor too far away from the gateway or with too many obstacles may cause it to not communicate correctly. Try moving the sensor closer to the gateway and see if it reconnects.
Is your sensor showing a low battery alert?
If so, it may be time to replace your batteries. Learn how to replace the batteries for your sensors.
Is the sensor turned off?
Ensure the sensor is turned on and check your iAuditor account for readings.
Have you tried turning the sensor off and on again?
If you have not, try turning it off, then wait for 30 seconds before turning it back on again.