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Business Devices: connection issues
Business Devices: connection issues

Troubleshooting connection issues

Updated over a week ago

Devices with a poor connection

Connection info

The business devices connect to a Hub and the Hub sends the data to the cloud. When a device has a poor connection to the Hub, this can cause gaps in the data.

You can check the connection of a device with the Hub in the dashboard:

  • On the device page:

  • On the Status page when you click on the info symbol β“˜ :

We define a good connection as a connection where the RSSI is between 0 and -85 dBm. Everything lower than -85 dBm can cause gaps in the data.

Recommended actions

  • Take out the batteries of the device and plug them back in. After a reset, the device will always connect to the Hub with the best signal strength.

  • Move the device closer to the Hub but while remaining in the space you intend to measure.

  • Relocate the Hub and bring it closer to the device. Take into account that this will affect the connection with other devices.

  • If none of these steps improve your connection, we recommend adding an extra Hub in the building.

Hubs with a poor connection

Connection info

Just like the sensors, you can find the connection info of a Hub on:

  • The device page:

    • Here you find:

      • The connection status: connected/disconnected

      • Connection method: SIM/Ethernet

      • Date and time of the last connection

  • The Status Page:

Recommended actions

Power the Hub

The Hub must constantly be connected to power. When a Hub is powered off it cannot connect to the cloud. All connected sensors will disconnect from the Hub and either appear offline or connect to a different Hub if one is available.

Cellular connection

When a Hub has a bad cellular connection, you can try to relocate it to a place with a better cellular connection. In general, these are places close to windows or outer walls (compare with your phone service).

If the Hub still has a bad cellular connection, we recommend connecting it over ethernet.

Ethernet connection

When the Ethernet connection is not working, it is always a good idea to try to connect over the cellular connection. Plug out the ethernet cable and wait for 5 to 30 minutes. After a while, the cloud light on the Hub should light up.

Generally, there is no need to configure the network settings on the Hub, but there may be some limiting factors on the network side (i.e. firewall). The Hub uses DHCP, port 443 for HTTPS communication to Cloud.

Check your network settings and make sure the hub is able to reach the URL The easiest way to verify this is by connecting your computer to the ethernet cable being used by the Hub and entering in the in your web browser address field. The connection should be OK if you get the text {"message":"Forbidden"} in the browser. An alternative test is to try to connect the Hub to another (private) network, for example, your home network.

The following domains need to be whitelisted when you connect the Hub over ethernet:

Only adding HTTPS is sufficient.

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