Iotplus 4G LTE Gateway Not Connecting (customer’s own data plan)
If a 4G LTE Gateway is not Connecting to Iotplus Online (customer’s own data plan)
|| Note: In the event a gateway requires repair, best-effort troubleshooting steps as directed by Iotplus Support must be taken prior to the issuance of the Return Material Authorization form (RMA) required when returning a device to Iotplus for diagnosis and/or repair.
When a 4G LTE Gateway will not connect to Iotplus Online:
The 4G LTE Gateway connects to supported carrier networks that operate with the Cat M-1 or NB-1 protocols. Some carriers using these protocols offer provisioning which the gateway receives automatically (*Wildcard APN configuration), so there is no requirement for manually provisioning the gateway. The provisioning should occur automatically as part of the carrier’s *Wildcard APN configuration (which differs compared to the 3G Gateway which requires a provisioning SMS to be sent to the gateway). Therefore a gateway with an active SIM should automatically connect to the carrier network, and transmit data to Iotplus Online over UDP port 3000 if the gateway is in range of a supported LTE tower. If the gateway does not connect to the LTE network, this article can be used for diagnosis and troubleshooting. You can view the frequency bands supported by the LTE gateway at the following link. It is worth noting that there are 4 carriers which have been confirmed operational with the LTE Gateway: Verizon, AT&T, Telenor, Telstra, Saskatel, and Hologram. Iotplus has not tested with additional carriers, so other carriers cannot be confirmed operational by Iotplus.
Summary of Steps
- Confirm the gateway has been added to an Iotplus Online account.
- Confirm the SIM has an active LTE subscription on a supported carrier (or carrier that support *Wildcard APN configuration).
- Confirm the gateway is connected to power and completes the start up test.
- Confirm the gateway is able to detect and connect to a supported LTE network (solid green Cellular Link LED).
- Confirm the gateway is able to transmit data to the Iotplus Online server.
- Update the gateway’s firmware if an update is available.
Confirm the gateway has been added to an Iotplus Online account
In order to allow for data to be received at the Iotplus Online portal, the gateway will need to be added to a network on an Iotplus Online account. If you do not yet have an account, you can review the information at the following link to create an account.
You can follow the document at the following link for steps on adding devices to an account.
Confirm the gateway has an active LTE subscription
In order to allow for data to be received at the Iotplus Online portal, the gateway will need to be added to a network on an Iotplus Online account. If you do not yet have an account, you can review the information at the following link to create an account. Creating an Account in Iotplus.
You can follow the document at the following link for steps on adding devices to an account. Adding Devices to Iotplus.
Confirm the gateway has an active LTE subscription
There are four carriers with which the 4G LTE Gateway has been tested. These are Verizon (in the U.S.), AT&T (in the U.S. and internationally), Telenor, and Hologram. If you are using a carrier outside of this list, the carrier may not be supported. Although the gateway has been developed to support Cat M-1 and NB-1 protocols, Iotplus is unable to guarantee the gateway’s operation on other carriers’ networks. International support has been improved in later versions of the gateway firmware, and if the network to which you are attempting to connect supports Cat M-1 or NB-1, and supports the frequency bands listed in the specifications sheet linked below, it is reasonable to expect the gateway to connect to the network. However, Iotplus is unable to test these carriers, and therefore support is limited.
It is worth noting that some carriers require you to register the gateway’s IMEI with the SIM card in order to allow it to communicate on the cellular network. You may need to contact the carrier to see if this is a requirement. In the U.S. Verizon Wireless requires the IMEI to be activated with the SIM card. In order to do this, the gateway’s IMEI must be added to Verizon’s database by Iotplus before it can be activated with your own data plan. To have this done, you will need to send an email request to support@Iotplus.com.au with the gateway ID and the request to have it added to Verizon’s database.
Confirm the gateway is connected to power and completes the start up test
After the gateway has been added to your Iotplus Online account, you will want to power the gateway up. When powering the gateway, it will perform a self-test to confirm that its hardware is operational. The LED’s will perform a sequence which many describe as a “waterfall display”. In case of failure, the light sequence will repeat after ten seconds. When this sequence completes, the gateway will have successfully performed the self-test. At this point, the gateway will attempt to detect and connect to a LTE network.
If the “waterfall display” does not complete, the LED’s will display an error sequence. Please contact Iotplus Support with the gateway ID and a description and/or image of the LED sequence.
Confirm the gateway is able to detect and connect to a supported LTE network (solid green cellular LED)
After the self-test is completed, only the bottom LED (Cellular Link) will illuminate. It will start blinking green if it is able to detect an LTE network, and attempt to connect. Once the gateway is connected to the network, the LED will go solid green. There are scenarios where the gateway might take more than 20 minutes to connect and provision. In these cases, the cellular LED will blink green once per second until it is able to provision and connect to the network. If you see the LED blinking once per second, allow the gateway to complete the provisioning process.
Steady Green: Connected to the cellular network
Triple Blinking Green: Cellular Network Offline
Double Blinking Green: Scanning for Tower
Single Blinking Green: Activating Data Session
Blinking Green / Red: Low cellular signal
Blinking Red: Cellular connection error
If the gateway is unable to connect to the network, you will see a different display on the cellular LED. It might blink twice per second, pause, repeat. Or it might blink three times per second. You also may see the cellular LED alternate between red/green for several flashes; this indicates the signal is too low for the gateway to connect. If you see this behavior, perform the following steps:
- Power the gateway off.
- If possible, check the SIM card is inserted firmly and securely into the SIM cage (this will require opening the gateway by releasing the 4 screws holding the enclosure together).
- Press and hold the Utility button for 15-20 seconds until the LED’s flash red, then release.
- Allow the gateway to restart, complete its self-test, and attempt to locate and connect to the LTE network.
If after resetting the gateway, it is still unable to connect to the LTE network, test in a different location (by a window, or in a different vicinity if possible). If the issue persists, you will want to contact your carrier to discuss issues with the service and/or SIM.
Confirm the gateway is able to transmit data to the Iotplus Online server
Once the bottom Cellular Link LED goes solid green, the gateway is connected to the LTE network. At this point the gateway will attempt to transmit data over UDP port 3000 to the Iotplus Online portal. The middle “Server” LED represents this operation. Generally the middle LED will go green, as supported carriers have been confirmed to allow required traffic through their network. But if the LED goes red, the gateway is unable to transmit data from the cellular network to Iotplus.com.au on UDP port 3000. See the LED representations below.
Steady Green: Last communication with Iotplus server was OK.
Blinking Green: Active communication with Iotplus’s server.
Steady Red: Last communication with Iotplus’s server was unsuccessful.
If the bottom Cellular Link LED is green, but the middle LED goes red, press and hold the Utility button for 15-20 seconds then release. This should initiate a connection again.
Update the gateway’s firmware if an update is available
Note: In earlier versions of the firmware for LTE Gateways, carrier support was limited. We have since expanded carrier support (including more international carrier support), so it is important to update the gateway’s firmware when possible.
Keeping the gateway’s firmware is an important step to resolving some unexpected issues. In order to update the firmware, the gateway must be checking in with the Iotplus Online portal. Therefore you may not be able to do this until after you resolve the issue preventing your gateway from communicating with Iotplus Online. But once it is checking in with the Iotplus Online portal, you can update the firmware if there is an available update. To do this, follow the steps described below.
- Log into the Iotplus Online portal with an Administrator login.
- Click the Gateways link in the left-hand sidebar.
- Click the Gateway you wish to update.
- Click the Settings tab (gear icon).
- Click the Commands sub-tab.
- If an update is available, you will see a blue button labeled Update, click it.
- The gateway’s firmware will update to the most recent version on its subsequent check in. Updates generally take less than 10 minutes, and the gateway will check in normally after the update is complete.
If after completing the steps above the sensor does not communicate, you will want to contact Iotplus Support for additional review.