# Device troubleshooting

If a Silvanet device has connectivity, charging or other issues, troubleshooting messages are displayed the [**Device overview**](https://docs.dryad.app/dryad-documentation/silvanet-suite/silvanet-sma/site-view#device-overview) section of a Site.

Messages can be **alerts**, **warnings** or **notifications**.

<table><thead><tr><th width="181">Icon</th><th width="147">Message type</th><th>Description</th></tr></thead><tbody><tr><td><img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FXL0KeOvOhFRXGHrb4fDB%2Ftroubleshooting-red-icon.jpg?alt=media&#x26;token=bec18d0d-5f39-4fd0-a487-2483aa6410cc" alt="" data-size="original"></td><td>Alert</td><td>The Silvanet device requires immediate action to resolve the underlying issues.</td></tr><tr><td><img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FoEAgQs4BDPrfKquRdFcO%2Ftroubleshooting-orange-icon.jpg?alt=media&#x26;token=fcb1bb4a-40f8-4c4b-8593-4152ac4f0882" alt=""></td><td>Warning</td><td>The Silvanet device is not performing optimally. The underlying issue should be resolved, but the device is still functioning normally.</td></tr><tr><td><img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FGOfhwGr22mUQX1VMIxE0%2Ftroubleshooting-green-icon.jpg?alt=media&#x26;token=6982b9ce-2141-4839-90c9-0c7745606b5f" alt=""></td><td>Notification</td><td>No user-actionable resolution required. Information only.</td></tr></tbody></table>

## <img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FXL0KeOvOhFRXGHrb4fDB%2Ftroubleshooting-red-icon.jpg?alt=media&#x26;token=bec18d0d-5f39-4fd0-a487-2483aa6410cc" alt="" data-size="line"> Alerts

Alerts require your immediate attention. The device is not functioning properly. it is necessary to resolve the underlying issues as soon as possible to ensure continued monitoring.

{% hint style="danger" %}
**Alerts need to be immediately resolved to ensure continued monitoring.**
{% endhint %}

### **Issue: Connectivity strength poor**

<figure><img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FWrfW9KUUBGT4QuSWG88R%2Fconnectivity-issues-firmware.png?alt=media&#x26;token=0a08632b-ec62-4c26-9867-109c0d7a4c41" alt="" width="563"><figcaption><p>Connectivity issue (firmware update required - warning only)</p></figcaption></figure>

#### **Problem**: Connectivity strength of device is poor

Connectivity is at **one bar** <img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FBThup59mzFOXngnFJ1yv%2Fconnectivity-icon.png?alt=media&#x26;token=5a1f8742-9386-4483-9223-73f14cac61cb" alt="" data-size="line"> of strength. Resolve the issue as recommended. The device's connectivity strength affect features such as firmware updates or environmental monitoring.

#### Resolution: Check range, topology and/or deployment

{% tabs %}
{% tab title="Range" %}
Ensure the Silvanet device has been deployed within its maximum range. Possible solutions include adding a Mesh Gateway or moving the Mesh Gateway closer to the sensors that are out of range.

This may require visiting the Site to visually inspect the device.
{% endtab %}

{% tab title="Topology" %}
Ensure a feature of Site topology is not preventing or hindering transmitting signals. This could be rocks or hill, a newly installed structure, or anything that might hinder a reliable connection.

Possible solutions include adding a Mesh Gateway to the Mesh Network or deploying the Mesh Gateway higher on the tree.
{% endtab %}

{% tab title="Deployment" %}
Ensure each Mesh Gateway is connected to two or more other Gateways (Mesh or Border). This ensures redundancy should one of the Mesh Gateways needs charging.

This may require visiting the Site to visually inspect the device.
{% endtab %}
{% endtabs %}

### Issue: Device not charging for 72 hours

<figure><img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FuiUOTLPRFVNB705BkPT4%2Fdevice-not-charging.png?alt=media&#x26;token=e868320b-2a4f-4324-80c9-192b9c5a3d8d" alt="" width="563"><figcaption><p>Device not charging for three days (72 hours)</p></figcaption></figure>

#### Problem: The device not charging as expected for **72 hours**

For the last 72 hours, the Silvanet device has not charged <img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2Fk6idslXeCyTGQxGi7zGf%2Fnot-charging.png?alt=media&#x26;token=8fea3be1-8b06-4551-99ab-816cd5b774f1" alt="" data-size="line"> or has not fully charged and needs immediate attention to resolve the issue.

#### Resolution: Check power source, obstructions, damage, mounting

**Border Gateway not charging**.&#x20;

Possible solutions:

{% tabs %}
{% tab title="Solar" %}
If the solar panel(s) are the only power source, ensure it is charging the Border Gateway.

If not, possible solutions include:

* Ensure the solar panel is still connected to the Border Gateway.
* Inspect the solar panel to determine if it has been vandalized or tampered with.
* Ensure the solar panel has been installed correctly (facing towards the sun at noon, no obstructions).

This may require visiting the Site to visually inspect the device.
{% endtab %}

{% tab title="Mains" %}
If PoE is used, ensure the Border Gateway has a power supply from a mains source.

If not, possible solutions include:

* Ensure the power supply has not been turned off or disconnected.
* Ensure the PoE has not been disconnected from the Border Gateway.

This may require visiting the Site to visually inspect the device.
{% endtab %}
{% endtabs %}

**Mesh Gateway not charging**.&#x20;

Possible solutions:

{% tabs %}
{% tab title="Obstructions" %}
If the Mesh Gateway's solar panel is not charging the device, possible solutions include:

* Ensure the solar panel is not obstructed by an overhanging branch or new growth on the tree.
* Ensure the solar panel is not obstructed by a new structure blocking access to sunlight.
* Inspect the solar panel for damage or vandalization.

This may require visiting the Site to visually inspect the device.
{% endtab %}

{% tab title="Mounting" %}
If the solar panel has no obstructions, check the device's mounting position:

* Ensure the Mesh Gateway is mounted at least 3 meters above the forest floor, or higher.
* Ensure the Mesh Gateway has been installed correctly (facing towards the sun at 12:00 noon).

This may require visiting the Site to visually inspect the device.
{% endtab %}
{% endtabs %}

**Wildfire Sensor not charging**.&#x20;

Possible solutions:

{% tabs %}
{% tab title="Obstructions" %}
Ensure the Wildfire Sensor is not obstructed by overhanging branches or new growth on the tree.

This may require visiting the Site to visually inspect the device.
{% endtab %}

{% tab title="Mounting" %}
Ensure the Wildfire Sensor has been correctly mounted (facing the sun at 12:00 noon).

This may require visiting the Site to visually inspect the device.
{% endtab %}

{% tab title="Damaged" %}
Inspect the Wildfire Sensor for vandalism or damage, especially the device's solar panel.

This may require visiting the Site to visually inspect the device.
{% endtab %}
{% endtabs %}

### Issue: Device not reachable

<figure><img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FDJsnjA9Pnw5lV1T9xr8C%2Fdevice-not-reachable.png?alt=media&#x26;token=512926d2-7730-4677-ac9d-e0505da66b54" alt="" width="563"><figcaption><p>Device not reachable due to connectivity and charging issues</p></figcaption></figure>

#### Problem: Silvanet Cloud could not reach device for 24 **hours**

For the last 24 hours, the Silvanet Cloud has been unable to reach the device. Resolve this issue immediately to ensure reliable environmental monitoring.

{% hint style="warning" %}
Firmware updates cannot be performed. If the problem persists, contact Customer Support.
{% endhint %}

#### Resolution: Check charging, connectivity, mounting, damage

{% tabs %}
{% tab title="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**](#charging-issues).
{% endtab %}

{% tab title="Connectivity" %}
If the device has inadequate connectivity, refer to [**Connectivity issues**](#connectivity-issues).
{% endtab %}

{% tab title="Mounting" %}
Check if the device has been properly mounted on a tree or pole (solar panel facing towards the sun at 12:00 noon).

This may require visiting the Site to visually inspect the device.
{% endtab %}

{% tab title="Damaged" %}
Inspect the device to ensure it has not been vandalized or damaged.

This may require visiting the Site to visually inspect the device.
{% endtab %}
{% endtabs %}

## <img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FoEAgQs4BDPrfKquRdFcO%2Ftroubleshooting-orange-icon.jpg?alt=media&#x26;token=fcb1bb4a-40f8-4c4b-8593-4152ac4f0882" alt="" data-size="line"> Warnings

{% hint style="warning" %}
*The underlying issues that triggered warnings need to be resolved as soon as possible.*
{% endhint %}

### Issue: Connectivity not optimal

<figure><img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FvJTW6EEsMk6yBQRQjdjH%2Fconnectivity-not-optimal.png?alt=media&#x26;token=2e1c1295-f24b-419b-bdb8-9ba208729a4e" alt="" width="563"><figcaption><p>Connectivity not optimal</p></figcaption></figure>

#### Problem: 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.

#### Resolution: Check range, topology and/or mounting

{% tabs %}
{% tab title="Range" %}
Even if a device is within the specified range, decreasing the distance between Mesh gateways or between Mesh Gateways and Wildfire Sensors may improve connectivity.
{% endtab %}

{% tab title="Topology" %}
The topology of the deployment Site may interfere with the connectivity strength of a device. Possible solutions include:

* Check for obstructions that hinder signal strength such as rocks, hillsides, newly installed structures. If this is the case move the device.
* Add another Mesh Gateway to increase connectivity.
* Mount the device higher on the tree or pole for better connectivity.
  {% endtab %}

{% tab title="Deployment" %}
Adding another Mesh Gateway may improve connectivity. This ensures the Wildfire Sensors and other Mesh Gateways are within range.
{% endtab %}
{% endtabs %}

### Issue: Device not charging for 24 hours

<figure><img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FakidVRQXmwTUpstbQ7tP%2Fcharging-not-optimal.png?alt=media&#x26;token=5960d1c4-fa7c-429a-8485-256119e5bb00" alt="" width="563"><figcaption><p>Charging not optimal</p></figcaption></figure>

#### Problem: Device not charging as expected for **24 hours**

#### Resolution: Wait 24 hours then check

If the device is still not charging after 48 hours and especially after 72 hours, the cause must be resolved immediately. In this case an alert is sent (see [**Charging issue**](#charging-issues) above).

### Issue: Firmware update required

<figure><img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FhvoLrgSpKBoiNrF0VKnE%2Ffirmware-update-required.png?alt=media&#x26;token=ac3fe12e-5e65-47de-a632-0cb3273a49e4" alt="" width="563"><figcaption><p>Firmware update required</p></figcaption></figure>

#### Problem: Device firmware requires updating

#### Resolution: Dryad Engineering or reseller schedules an update

This issue has been identified, Dryad has been notified and a firmware update has been scheduled. Dryad has been notified and will plan an update to the device's firmware.

### Issue: Device in calibration period and not activated

#### Problem: Wildfire Sensor is still calibrating

#### Resolution: Wait **14 days** to allow the calibration to complete

During the calibration period, the Wildfire Sensor does not send usable data to the Silvanet Cloud.

## <img src="https://2403147378-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FKqvtUjx9C2FEFg7nicAx%2Fuploads%2FGOfhwGr22mUQX1VMIxE0%2Ftroubleshooting-green-icon.jpg?alt=media&#x26;token=6982b9ce-2141-4839-90c9-0c7745606b5f" alt="" data-size="line"> Notifications

{% hint style="info" %}
Notifications indicate issues currently affecting the device but do not require user actions to resolve.
{% endhint %}

### Issue: Device communication pending

#### Problem: This device is experiencing delays in sending environmental data to the Cloud

{% hint style="info" %}
Fire detection is still operational.
{% endhint %}

#### Resolution: No user-actionable response required

Normal communication should be reestablished soon.

If connectivity remains a problem, this will change to a **Warning** or **Alert**, depending on the duration and type of connectivity.