How to troubleshoot the 6M, 6M+One, 6M+3SW and 3RM
For all support requests
LED PATTERN TROUBLESHOOTING
Cause: This could indicate no voltage to the device or a need for a reboot due to poor communication.
- Step 1: Verify the correct voltage on the Auditor. Take a photo of the multimeter results, including where you took the measurements. This may serve as proof later.
- Step 2: If the voltage is correct, an external high-gain antenna and a long power cycle may be necessary. Turn off the device for 20 minutes. After this, contact support with the serial number, reporting the new LED pattern and antenna installation so they can assess signal improvement.
L1 On Only
Cause: The 4G signal is too weak for a prolonged period.
- Step 1: Install an external high-gain antenna and perform a 20-minute power cycle.
- Step 2: Contact support with the serial number to update them on the new LED pattern and antenna installation for signal evaluation.
L2 On Only
Meaning: The device has successfully found the SIM card and pinged the tower but lacks sufficient 4G signal quality.
- Step 1: Check with support to ensure the SIM card is active. If active, install an external high-gain antenna and power cycle the device for 20 minutes.
- Step 2: Contact support with the serial number to update them on the new LED pattern and antenna installation for signal evaluation.
L2 Blinking
- Step 1: Wait 5 minutes. If L2 continues blinking, record a short video and send it to support. This likely indicates a hardware fault.
L3 Blinking
Meaning: The device is trying to connect to the server but fails due to poor 4G signal quality.
L3 blinking is always a 4G signal quality issue and is never a hardware fault.
FAQs
A device or CT has physical damage upon unboxing
Submit a support request and include a photo of the damaged device or CT.
A CT on the device is faulty or measuring incorrectly
Compare the CT readings with a multimeter. Record the difference between the onboarding values and the multimeter readings, then submit a support request.
My device used to work fine until recently
With the upcoming 3G shutdown in Aus/NZ, our firmware now prioritises 4G. Your device might have had a strong 3G connection, but this change affects some devices.
Can you send your technician out?
We don't have field technicians. We provide virtual support to all installers and customers via email and phone.
There is another device next to it that works fine; why does one have a connection and the other does not?
This can happen due to varying signal strength. The other device might also have poor communication but is managing to hold a weak signal. Eventually, it may lose connection too. The best solution is to improve communication for all devices in the area.3
The device does not show up in the Onboarding app, or a permission issue occurs
Submit a support request
All instructions are for electricians only.