Device troubleshooting
Possible solutions to Silvanet Gateway and Sensor alerts and warnings.
Last updated
Possible solutions to Silvanet Gateway and Sensor alerts and warnings.
Last updated
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If a Silvanet device has connectivity, charging or other issues, troubleshooting messages are displayed the Device overview section of a Site. Messages can be alerts, warnings or notifications.
The Silvanet device is not performing optimally. The underlying issue should be resolved, but the device is still functioning normally.
Alerts need to be immediately resolved to ensure continued monitoring.
The device is not functioning properly. it is necessary to resolve the underlying issues as soon as possible to ensure continued monitoring.
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.
To resolve this issue, check the following:
Range: Has the device been deployed near the edge of its range. Possible solutions include adding a Mesh Gateway or moving the Mesh Gateway closer to the sensors that are out of range.
Topology: Check if something is preventing or hindering transmitting signals, such as rocks, a new structure installed, or anything that would hinder a reliable connection. Possible solutions include adding an additional Mesh Gateway or moving the device higher on the tree.
Deployment: Has multiple connections for a Mesh Gateway been established during deployment to ensure redundancy.
The device is not charging as expected for 72 hours.
A Silvanet device has not been charging as expected for three days.
To resolve this issue, check the following:
Mains power supply: If the Border Gateway is connected to mains, ensure the power source has not been cut off - power supply switched off or the PoE has been disconnected.
Solar panel: Ensure the solar panel is still connected to the Border Gateway. Possible solutions include checking if the solar panel has been vandalized or tampered with, if the connection to the Border Gateway has been disconnected or taken down, or if it has been installed correctly.
To resolve this issue, check the following:
Solar panel: Check that the the solar panel is not obstructe. Inspect the solar panel for damage or vandalization.
Deployment: Check to make sure the device been correctly mounted on the tree or pole.
To resolve this issue, check the following:
Deployment: Ensure the Sensor has been correctly moounted.
Solar panel: Check if something is obscuring the solar panel.
Damage: Check if the Sensor has been vandalized or damaged.
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.
Connectivity: If the device has inadequate connectivity, refer to Connectivity issues.
Deployment: Check if the device has been properly mounted on a tree or pole. This may require visiting the Site to visually inspect the device.
Damage: Inspect to make sure the Wildfire Sensor has not been vandalized or damaged.
The underlying issues that triggered warnings need to be resolved as soon as possible.
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.
To resolve this issue, check the following:
Range: Although within range, decreasing distance between Mesh gateways or between Mesh Gateways and Wildfire Sensors may improve connectivity.
Topology: Check if something is preventing or hindering transmitting signals, such as rocks, a new structure installed, or anything that would hinder a reliable connection. Possible solutions include adding an additional Mesh Gateway or moving the device higher on the tree.
Deployment: If necessary, add another Mesh Gateway to improve connectivity.
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).
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.
The Wildfire Sensor is still calibrating.
Wait the full 14 days for the Wildfire Sensor to complete the calibration period and be ready for fire detection. During the calibration period, the Wildfire Sensor does not send usable data to the Silvanet Cloud.
Notifications indicate issues currently affecting the device but do not require user actions to resolve.
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.
