Troubleshooting

Find answers to common troubleshooting questions.

Silvanet Gateways and Sensors require their supercapacitors to be charged (or charging) and to have connectivity within the Silvanet Mesh Network. Any issue that interrupts charging or connectivity triggers either an Alert or a Warning, depending on the severity of the problem.

Other issues generate warnings but do not require direct user-actionable resolutions, such as firmware update notification and in-calibration notification.

Message icons

The Device overview section of a site displays indicators. Troubleshooting messages are available when expanding the device view.

Icon	Meaning	Description
	Alert	Alert - The Silvanet device requires immediate action to resolve the underlying issues.
	Warning	Warning - The Silvanet device is not performing optimally. The underlying issue should be resolved, but the device is still functioning normally.
	Information	Info - No user-actionable resolution required. Information only.

Troubleshooting messages

Alerts (Resolve immediately)

This device requires your immediate attention

The device is not functioning properly. it is necessary to resolve the underlying issues as soon as possible to ensure environmental monitoring.

Refer to the relevant issues provided. See examples below.

The following shows possible combination of issues which need to be immediately resolved to ensure continued environmental monitoring.

Connectivity issue (firmware update required - warning only)

Charging and Device not reachable

Device not reachable due to connectivity and charging issues

Device not reachable

We could not reach this device for 72 hours.

The Silvanet Cloud has not been able to reach this device for three days. Resolve this issue immediately to ensure reliable environmental monitoring. Firmware updates cannot be performed. If the problem persists, contact Customer Support.

To resolve this issue, check the following:

• Charging: If the device has not been charging for an extended period (such as beyond three days), it cannot send a "is alive" message. Refer to Charging issues below.

• Connectivity: Does the device have inadequate connectivity (Mesh or Border Gateways can receive messages from the device). Refer to Connectivity issues below.

• Deployment: Device has been properly installed on a tree or pole (at least 3 meters above forest floor). It the device positioned facing the sun at noon (at 12:00 in either northern or southern hemisphere). This requires visiting the Site to visually inspect the device.

• Damage: Has the device been damaged or vandalized? This requires visiting the Site to visually inspect the device.

Charging issues

The device is not charging as expected for 72 hours.

Refer to the relevant section below. If possible, it is advisable to visit the site to visually inspect the device and make repairs. If the problem persists, contact Customer Support.

Border Gateway not charging:

• Power supply: Check if the Border Gateway has a reliable power supply (from mains or solar panel). Check the connections to the power source. Check if the power source has been switched off (e.g., power supply switched off in a hut or the PoE has been disconnected).

• Solar panel: Check if the solar panel been tampered with. (e.g. not connected to the Border Gateway, been vandalized or not installed securely).

Mesh Gateway not charging:

• Solar panel: Check that the the solar panel is not obstructed by an object such as thick branches. Inspect the solar panel for damage or vandalization.

• Deployment: Check to make sure the device been properly installed (at least 3 meter above the forest floor and facing the sun at 12:00 noon).

Wildfire Sensor not charging:

• Solar panel: Check if something obscuring the solar panel on the device (thick branches, bark fallen over the device, etc.)

• Deployment: Ensure the sensor been improperly installed. (e.g., not facing towards sunlight at 12:00 noon.)

• Damage: Inspect to make sure the sensor has not been vandalized or damaged.

Connectivity issues

The connectivity strength of this device is poor.

The connectivity is at one bar of strength. Resolve the issue as recommended. The device's connectivity strength affect features such as firmware updates or environmental monitoring.

• Range: Has the device been deployed near the extent of its range. (Add an additional Mesh Gateway, moving it closer to the sensors that are out of range, ensure the gateway connects to the Mesh Network.

• Topology: Is something preventing or hindering transmitting signals, such as rocks, a new structure installed, or anything that would hinder a reliable connection (add an additional sensor or move it higher on the tree)

• Deployment: Has multiple connections for a Mesh Gateway been established during deployment to ensure redundancy.

Warnings (Resolve as soon as possible)

This device is not functioning at it's full capabilities

We advise that you resolve these underlying issues as soon as possible.

Refer to the relevant issues provided. See examples below.

The underlying issues which caused the warning need to be resolved. Notice the possible combination of issues in each of these examples.

Connectivity and charging not optimal

Connectivity not optimal and firmware update required

Connectivity is not optimal

The connectivity strength of this device is not optimal.

The connectivity is at two bars of strength. The device's connectivity strength is not optimal, which may affect features such as firmware updates or environmental monitoring.

• Range: Although within range, decreasing distance between gateways or between gateways and sensors may improve connectivity.

• Topology: Communication is adequate but something is interfering with good connectivity. Check topology (use 3D map) or visit the Site to visually inspect the cause of decreased connectivity. Moving a gateway higher on the tree or pole might improve connectivity.

• Deployment: If necessary, add another Mesh Gateway to improve connectivity.

Charging is not optimal

This device is not charging as expected for 24 hours.

Wait another 24 hours. If the device is still not charging after 72 hours, the cause must be resolved immediately. In this case an alert is sent (see Charging issue above).

Notifications (no user-actionable response required)

These notifications are provided to indicate issues currently affecting the device. Typically, they do not require user actions to resolve. If the device is calibrating, it needs to complete before the device is ready for environmental monitoring.

Device communication pending

This device is experiencing delays in sending environmental data to the Cloud. Fire detection is still operational.

No user-actionable response required. Normal communication should be reestablished soon. If connectivity remains a problem, this will change to an Warning or Alert, depending on the duration and type of connectivity.

Firmware update required

The firmware of this device requires updating. Our team has been notified and will plan an update to the device's firmware.

Dryad Engineering or reseller is aware of the issue and has scheduled a firmware update.

This device is in calibration period. It is not yet activated.

The sensor is still calibrating. Wait the full 14 days for the sensor to finish and be ready for fire detection. During the calibration period, the sensor cannot send reliable data to the Silvanet Cloud.