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Troubleshooting

Warning

Before raising a ticket with support, please complete all relevant steps in the sections below.



If you're not able to resolve the problem, please contact Yanzi support with the following information:
- Location ID
- Device ID (starts with EUI64-) for all relevant devices
- A detailed description of the problem

Secure Edge Gateway (SEG)

When troubleshooting the SEG, please complete the following steps before contacting Yanzi Support or Service Excellence Center

  1. Double-check so that the ports are reachable in this list.
  2. Verify that you can connect to the SEG locally by going to https://<SEG IP ADDRESS>:PORT
  3. Make sure that the SEG has the correct IP settings set if DHCP is not used
  4. Check that the provided DNS from your IT is responding if not 8.8.8.8 is being used.
  5. Swamp the network cable on the WAN side of the SEG and put it into your computer. Then configure the network card the same way as you did with the SEG.
  6. Try and ping the servers stated in the network list and make sure they are reachable.
  7. Ask your IT department if they made sure that all the relevant DNS, Firewalls, etc. are open for the SEG to access. Otherwise, ask them to fault search the network.

If neither of the above solves the connectivity issues for the SEG, please reach out to Yanzi Support or Service Excellence Center and provide the information and results of the questions above in the ticket/response to your original ticket (if applicable).

Yanzi IoT Gateways & IoT Access Points

When troubleshooting Yanzi IoT Gateways and IoT Access Points, please complete the following steps before contacting Yanzi Support

Note

See Gateway LED behavior for details on the various LED states.


Ethernet Gateway and Access Points

  1. Verify the devices' physical DID (starts with EUI64-...) and location matches the information in Yanzi Lifecycle

  2. Verify that the upper LED is solid green

  3. If not:

    • Confirm the outlet has power and that the power cable is properly inserted
    • If PoE is being used, verify that the switch is installed correctly and provides Power over Ethernet

  4. Power cycle the gateway by unplugging the power cable or PoE cable and then disable the built-in backup battery. All LEDs should be completely off for at least 5 seconds

  5. Ensure all network requirements are being met

3G/4G Gateway

  1. Verify the Gateway's physical DID (starts with EUI64-...) and location matches the information in Yanzi Lifecycle

  2. Verify that the upper LED is solid green

  3. If not, confirm the outlet has power and that the power cable is properly inserted

  4. Power cycle the gateway by unplugging the power cable and disabling the built-in backup battery. All LEDs should be completely off for at least 5 seconds

  5. Check that the SIM card is inserted properly. See details here

  6. Verify that the SIM card has a data plan appropriate for the site’s size and verify the SIM card still holds data

  7. Make sure that the operator of the sim card has stable coverage at the location. If possible, check the coverage by moving the gateway to a different area

Gateway Wi-Fi troubleshooting mode

When a gateway can't establish a successful connection to Yanzi cloud servers, the built-in Wi-Fi can broadcast the connection status to simplify troubleshooting.

Note

Please note that this feature is not enabled by default, contact Yanzi Support if you want to enable Wi-Fi debugging.

The format of the Wi-Fi network name is "YANZI-AABBCC_S=n", where AABBCC is the last 6 chars of the DID of the gateway. S indicates Status and n is the progress of the uplink towards connection to linkserver.

If we are, as an example, troubleshooting why a 4G Gateway with DID EUI64-0090DAFFFF006154 can't connect (in this example, due to a locked SIM card), the Wi-Fi name of that network will be: YANZI-006154_S=3 where 3 is the status code for SimPresent (please see table below for more details).

Warning

Please note that the gateway will stay in Wi-Fi debugging mode until Yanzi support disables it. This means that it will broadcast the connection state in the scenario that the gateway goes offline again.

Ethernet Gateway status codes
n state Likely problem when this is being reported Status LED
0 unknown No good state reported yet. LED off
1 nointerface Uplink interface gone. Slow Orange blink
5 noLink No ethernet link. Cable might be unplugged in GW or switch. Slow Orange blink
6 haveLink Unable to get IP address. Verify DHCP is active and assigns an IP to the GW. Slow Orange blink
3G/4G Gateway status codes
n state Likely problem when this is being reported Status LED
0 unknown No good state reported yet. LED off
1 nointerface Uplink interface gone. Slow Orange blink
2 modemPresent Bad or missing SIM. Slow Orange blink
3 SimPresent Unable to unlock SIM, maybe because PIN is bad, or PIN retry count exceeded. Slow Orange blink
4 SimUnlocked For 3G/LTE unable to join network, might be blocked or expired SIM, no service purchased. Slow Orange blink
5 noLink 3G/LTE have joined network, but not connected to DATA channel. Possible causes are bad APN configuration or no DATA subscription. Slow Orange blink
6 haveLink Unable to get IP address. 3G/LTE successfully connected to DATA channel but got no address. Slow Orange blink

Yanzi Sensors

When troubleshooting sensors, please complete the following steps before contacting Yanzi Support

Sensor offline
  1. Verify the sensor is physically in place
  2. The physical location matches the one in Yanzi Lifecycle
  3. Check the batteries or, in the case of an externally powered sensor, that the cable is properly inserted
  4. Check the sensors LED status
  5. Power cycle the sensor
Sensor unstable (connecting and disconnecting)
  1. Verify the sensor is physically in place
  2. The physical location matches the one in Yanzi Lifecycle
  3. Check the batteries or, in the case of an externally powered sensor, that the cable is properly inserted
  4. Verify the sensor is within the estimated coverage in "Plan"
  5. Verify that all infrastructure products (including mesh nodes such as the IoT Mesh) are online
  6. Check the sensors LED status
  7. Power cycle the sensor, see buttons and switches
Sensor doesn't report all parameters
  1. Verify the sensor is physically in place
  2. The physical location matches the one in Yanzi Lifecycle
  3. Check the batteries or, in the case of an externally powered sensor, that the cable is properly inserted
  4. Power cycle the sensor, see buttons and switches