Gateway and sensor troubleshooting guide

This guide outlines some of the common troubleshooting questions to consider when your gateway or sensors appear to be disconnected or offline.

Before you begin

We recommend that you first determine which device is causing the issue: the gateway or the sensor(s).

• If you have multiple sensors at your site and they all seem to have gone offline at the same time, this is a good indication that your gateway may be the issue.
• If most of your sensors at a site are working apart from one, this indicates the issue is likely with the sensor.

Gateway troubleshooting

Have you completed the self-installation guide for your gateway?

If not, please check out our guide to our self-installation guide Monnit sensor self-installation guide and follow the instructions to add your gateway.

Can you see any sensors online and connected to your gateway when you log in to your iMonnit account?

If you cannot find any sensors, or if they are not online then the sensors must have been accidentally deleted by another user, therefore you have to add the sensors again by following our ‘Adding Sensors’ guide . If only a few sensors connected to this gateway are online the issue may be with those other sensors. Follow our sensor troubleshooting guide below to resolve this.

Are all sensors at this location appearing offline?

If the sensors that you expect to be connected are online and display a recent reading, then your gateway is working correctly.

Is your gateway plugged in and turned on?

Go to where the gateway is located and check if all the lights on the gateway show solid green. If the Gateway is off or the lights are not showing solid green, ensure it is plugged in and take note of any warning lights. This should give a good indication as to what may be wrong.

Have you tried turning the gateway off and on again?

If you have not, try turning it off, then wait for 30 seconds before turning it back on again. You should also check the warning lights and make sure they are showing as solid green.

Does it appear that the antenna is loose?

If it appears to be loose, ensure it is tight and check for connectivity. It’s worth ensuring that the unit hasn’t been damaged at this point. If it has, a replacement may need to be sent out.

Sensor troubleshooting

Remember that if your gateway is offline then your sensors will appear offline. Therefore, you should troubleshoot your gateway first to see if that resolves the problem before you deal with the sensors. 

Have you completed the self-installation guide for your gateway?

If not, please check out our guide to our self-installation guide Monnit sensor self-installation guide and follow the instructions to add your gateway.

Have you made sure the physical ID of the sensor matches the sensor you are troubleshooting?

You can find the sensor ID on the device and confirm that it matches the sensor you are troubleshooting within the sensors tab in iMonnit.

When did the sensor last upload a reading?

This can help you to identify when the disconnection may have occurred.

Is your sensor within range of the gateway?

Having your sensor too far away from the gateway or with too many obstacles may cause it not to communicate correctly. Try moving the sensor closer to the gateway and see if it reconnects.

Is your sensor showing a low battery alert?

If so, it may be time to replace your batteries. Learn how to replace the batteries for your sensors.

Is the sensor turned off?

Ensure the sensor is turned on and check your iMonnit account for readings.

Have you tried turning the sensor off and on again?

If you have not, try turning it off, then wait for 30 seconds before turning it back on again.