What to do, if device is not connecting to XDM/Telemetry server?
Basic steps on how to diagnose device issues and measures to be taken to solve them:
The first thing you have to check – if the device is offline both in XDM configuration manager and monitoring platform.
If it’s online in XDM, but offline in the monitoring platform, means the device itself is working, just not connecting to the monitoring platform. Possible solutions:
a) Check IP and port, which are set in XDM (direct transfer);
b) Check are preferred ports are open on your server to receive data;
c) Check protocol compatibility (device type).
If it’s offline in XDM, but online in the monitoring platform, means the device has limitations to connect to our server. Possible solutions:
a) If you are using m2m SIM cards, you should check with your network provider, does your SIM card allow connection to our server address.
If its offline both in XDM and monitoring platform, you can take the following actions:
Send SMS with text “.test”, to check is device connected to GSM operator. If you get delivery report, means it has GSM connectivity;
Send Z command to the device. If it has GSM connectivity, it will answer to Service number 2, with a diagnostic message;
Send x1 command. If it has GSM connectivity, it will answer with unit coordinates to the number, from which message was sent.
If you got delivery report, means your messages reach the device. First you can try sending command P (force device to connect to server). If this message helped, means issue is only in the settings of the device (check logic template for limitations).
Second command option can be connection settings (message with APN and server address). If this command helped, means issue is with APN (in such case need to provide information to Xirgo Global support, so they could check corresponding operator code and APN).
Third command is restart – R. If this command helped need to analyze system events (what happened before device went offline).
If device does not answer to your messages, need to check LED status. Long blinks represent GSM connectivity.
Long blinks count | Description | Action to be taken |
|---|
Long blinks count | Description | Action to be taken |
|---|---|---|
1 Long blink. | Device is online. | Enjoy. |
2 Long blink. | Device can’t connect to server. | Try to reboot device or force to connect to server. |
3 Long blink. | Device cant connect to internet. | a) Check the APN, maybe device is trying to connect to internet with wrong APN (most common issue); |
4 Long blink. | No GPRS registration. | Check the SIM card. |
5 Long blink. | No GSM registration. | Check the SIM card. |
6 Long blink. | Device can’t read SIM card. | Check the SIM card. |
7 Long blink. | Modem does not turn ON. | a) Check power supply connection (not enough current); |
Note. Be aware that message could not be delivered because of different reasons:
a) Device does not have GSM;
b) M2M SIM card does not allow incoming messages (your message not delivered);
c) M2M SIM card does not allow outgoing messages (your message delivered, but you can’t get response from device;
d) Message not delivered from specific networks (depends on specific country, network or sms gateway service).
Note 2. Be aware that command could not work due to two possible reasons:
a) Message does not reach device (as described above);
b) Command format (syntax) is incorrect (see chapter 4).
Command format.
Device can accept several formats:
a) Message with signature at the end. In this case you need to generate unique 4 digit signature, which will be written in the end of the command.
Important that in this case message must contain 160 symbols and signature must be last 4 digits.
b) Message with bestpassword in front of the message. In this case you can simply write word “bestpassword” in front, make space and write command, nothing else needed.
Be aware that this format is supported only starting from 500Q version (later than QBJE FW).
c) Possible to assign your own password, which you will use instead of bestpassword.