Device Problems

How to troubleshoot various problems that you might have with the device.

Problem: My LoRa-only device has no sample data


Recommended Actions:

LoRa-only devices do not have cellular connectivity. As a result, Support cannot send commands or see any logs if troubleshooting is needed. 

The mobile app functionality is limited in LoRa-only devices, and it can configure only sampling interval and transmission interval.

Since there is no cellular connectivity, go to the device, and then do the following steps:

  • Is data being sampled? If no, do the following steps:
    1. Swap the sensor with a sensor that is known to be working.
    2. If no data is sampled, RMA the sensor.
  • Is data being transmitted?  If no, do the following steps:
    1. Use the mobile app to send a TRANSMIT NOW.
    2. If no data is transmitted, check the antenna placement.
    3. If there still is no data, RMA the device.

Problem: I made changes to the configuration, but the changes aren't taking effect 

Recommended Actions:

Check the Transmission interval. All device configuration changes are relayed to the device as commands when the device next communicates with the server. The time of communication is determined by the defined Transmission interval.

In addition, some of the advanced settings available through Configuration > Advanced Device Configuration require a device reboot in order to take effect.

The reboot command, together with all other commands accumulated since the last transmission, will be relayed to the device when the device next communicates with the server


Problem: My device lost its configuration settings

Recommended Actions:

Devices with FW version 2.23x and older might suddenly lose their configuration. This is a known issue in earlier versions of the FW.

The solution is to update the FW to a newer version.


Problem: Updated GPS coordinates do not appear in the UI

Recommended Actions: 

Typically, the issue is the time it takes for the GPS coordinates to be detected in the field. When the device reports new GPS coordinates to the server, the server takes several minutes to complete the processing. 

The GPS coordinates are updated weekly and after swiping the magnetic Activator key under a clear sky (not indoors).

If you are not near the device, send a reboot command (Click Devices in the left pane of the UI, and then select the device in the Sites Tree pane. In the right pane below the picture of the device, click Actions, and then select Reboot.)

Important: The internal GPS antenna is located at the top of the device, opposite the connectors panel. That side of the device needs a clear view of a patch of sky for about 5-10 minutes in order to pick up a GPS  signal. Trees, buildings, roofs, etc. interfere with the GPS signal.


Problem:  My battery is draining faster than expected

Recommended actions:

There are a number of reasons why the battery drains faster than expected. Check the following items: 

  • Configuration (too many channels, long wake up time)

  • Transmitting too frequently

  • Sampling too frequently

  • “Hungry” sensor - requires a lot of power for a long wakeup time, or the sensor requires constant power. A camera sensor is an example of a "hungry" sensor.

  • Thresholds are not set for optimum use, so the Event mode is frequently reached.

When a device is scheduled to transmit data, it transmits all the data it stored since its previous transmission. Thus, if you set the device to transmit at the Emergency rate for a certain threshold, then whenever the threshold is reached and the device transmits at the Emergency rate, it will transmit data from all data streams, not only from the stream for which you defined the threshold.

  • 2G SIM technology is used when transmitting (2G consumes more battery). This can be seen in the Log tab.

  • Bad signal  - see the Health tab parameters.

  • A bad or incorrect sensor adapter. Check the sensor adapter for faulty or disconnected wiring.



The magnetic activator key does not turn the device on

Sometimes, swiping the magnetic activator key does not cause the device to reset. 

Recommended Actions:

  1. Hold the magnetic activator key over the embossed logo on the front of the device enclosure for a full 30 seconds. This action is like sending a reboot command to the device.
  2. If the device still does not turn on, do the following steps:
    1. Partially unscrew the six (6) screws located on the back of the Wavelet enclosure, until you can lift off the back panel with the screws still affixed to their screw holes.
    2. Remove the Wavelet’s back panel and place it flat-side down adjacent to the Wavelet box.
    3. On the interface board, move the ON/OFF switch to the ON position.

The Wavelet device turns on and performs a 10-minute calibration process, after which it starts operating in normal mode.


   3.   Replace the Wavelet back panel, ensuring that the battery cable is neatly arranged and not pinched within the Wavelet enclosure.
   4.   Tighten the six (6) back panel screws until the Wavelet is closed and sealed. Do not over-tighten as this will strip the screw threads.