If a wireless sensor gateway is not connecting, please power cycle the gateway as the first troubleshooting step. If the gateway is still not connecting after power cycling, please review the following:
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Confirm the gateway is powered on.
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Ensure the correct ID has been inputted into the Installer Tool.
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If the gateway has antennae, ensure they are properly tightened.
Note: The antennae should not be over-tightened, as this could damage the device.
If the gateway is connected via Cellular, confirm there is a strong cellular connection and that there are no metal obstructions close to the gateway.
If the gateway is connected via Ethernet:
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Confirm with your network team that the switchport the gateway is connected to is configured to allow data to pass through.
- If the gateway is powered via PoE, please confirm with your network team that the switchport is properly configured to supply power.
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Confirm with your network team that the gateway is safelisted, and the required addresses are safelisted.
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If the gateway is connected via WiFi:
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Confirm the WiFi credentials with VergeSense.
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Confirm with your network team that the gateway is safelisted, and the required addresses are safelisted.
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Confirm the gateway is within range of the nearest access point (AP).
- If the gateway is powered via PoE, please confirm with your network team that the switchport is properly configured to supply power.
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If the gateway is still not connecting after following the troubleshooting steps above, please contact VergeSense support (support@vergesense.com) for additional assistance.
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