Site is not reporting
A site that has not reported for more than 15 minutes shows Error in the overview with the reason Site is not checking in anymore. This is how to proceed:
1. Check on the gateway
Section titled “1. Check on the gateway”Have the customer open the gateway’s page or the plugin, or look yourself via remote maintenance if it still works.
SmartFleet Gateway: the overview shows Network and Last sync. Check network tests name resolution, connection and response of your server and marks in red what does not answer. The Log holds the latest errors; it is empty after a restart.
LoxBerry plugin: the Status page shows at the top:
| Display | Meaning |
|---|---|
| Connected | the LoxBerry reaches the server; the problem lies elsewhere |
| No contact | the LoxBerry is paired but cannot reach the server |
The server is not accepting this site |
the server answers but rejects the messages |
| Disconnected | the pairing was disconnected on the LoxBerry; a new code is needed |
Under Settings → Test the connection → Test now the plugin names the exact reason.
2. Common causes
Section titled “2. Common causes”The gateway is off or has no internet. : Power failure, replaced router, changed network settings. The gateway’s page or the plugin status is then not reachable at all or shows no contact. A SmartFleet Gateway that reaches neither your server nor a Miniserver for 15 minutes restarts by itself; if it can no longer be found in the network, the button opens its setup Wi-Fi.
The server address has changed. : The sites sign the path of the address as well. If the server was moved or the domain changed, it rejects all messages. Restore the old address or pair all sites with new codes.
config.php was replaced.
: With a new config.php the server has new keys, and the sites no longer match. Restore the backed-up config.php.
The server is in maintenance mode. : During an update the server accepts no messages. This lasts seconds to a few minutes; the sites report again by themselves afterwards.
The site is deactivated. : A deactivated site doesn’t appear in the overview at all. Activate it under Managing sites.
3. Pairing again
Section titled “3. Pairing again”If nothing helps, generate a new code for the same site under Managing sites with Renew code. When redeeming it, the gateway takes over the site with its entire history, see Replacing a gateway.