This section contains general troubleshooting for hardware and common use-cases for the IG21. If these troubleshooting steps fail to resolve the issue. Please reach out to Support and our customer support engineers will be able to assist.
Table 1: Hardware Troubleshooting Use Cases
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Problem Description
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Possible Solutions
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Gateway Blinking Orange (Cloud Connectivity)
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- Re-seat antenna and make sure the antenna is properly screwed onto the IG21. Confirm that the antenna is labelled LTE.
- Check cellular coverage - An array or directional antenna may improve connectivity in areas with low coverage. Installation Information
- Confirm Wifi Access (if applicable) - Set up Local WiFi SSID and credentials in the settings page of the Samsara cloud platform. Ensure that the device is able to connect to the access point or is white-listed for any device filtering.
- Confirm Ethernet settings (if applicable) - Confirm that Ethernet is securely connected. If DHCP is unavailable, make sure to assign the device a Static IP (Gateway Settings page).
- If all above methods fail - Connect IG21 to an ethernet drop with a dynamic IP address so it is able to access the internet. Leave it for 15 minutes and the gateway should recover.
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Gateway Solid Orange
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- Power cycle the gateway - Disconnect power, wait 20 seconds, reconnect power. Allow the device 1-2 minutes to get to a blinking orange or green state.
Note: Several power cycles may be required.
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Gateway No Light
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- Check power supply - 10-24 VDC, if possible try different power source or cable.
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Third Party Data Source Not Reporting
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Physical Damage
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- Contact Support. Do not attempt to use broken or damaged hardware or cables.
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Table 2: Use-Case Based Troubleshooting Guide
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Problem Description
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Possible Solutions
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Digital Inputs Inaccurate or Not Reporting
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Analog Inputs Inaccurate or Not Reporting
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- Verify data channel is configured properly as Voltage (0-10V) or Current (4-20mA). Navigate to Settings > Gateway > (...) > Inputs to verify input settings.
- Verify Wiring - Analog IO Wiring Guide
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Third Party Data Source Not Reporting or Inaccurate
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