Troubleshooting Power Cycle for Hung Gateway

Problem: Troubleshooting power cycle for a hung Gateway.

Cause: Gateways remains unresponsive in Manage, even after a soft reboot.

Solutions: Power cycle the impacted Gateways.

The below-given scenarios and their resolutions eliminate the need to locate above-ceiling Gateways. This resolution reduces the impact on customer IT and facilities staff.

Scenario 1:   If POE switches are customer-maintained and can be remotely controlled:

  • Confirm with the customer IT if their network switches can remotely power-cycle individual ports. This is a feature on certain high-end enterprise equipment. This remote power cycling allows the customer to effectively “unplug” the Gateway without having to dispatch staff to the physical Gateway location.
  • Customer IT departments should have a directory of port assignments across all network switches. A sample directory is shown below. Each row represents an individual Gateway. The Port Details column represents the specific switch port used for a particular Gateway. Each customer will have a unique notation. The GW Location column represents the room location where the Gateway is nearest to.

Hung_GW.png

Once the specific network port is determined, customer IT can power-cycle the port for 30 seconds.

Scenario 2: If POE switches are customer-maintained and cannot be remotely controlled:

  • Follow a similar procedure to determine which port the hung Gateway terminates to.
  • Customer must dispatch someone to IDF/server room to physically unplug the Gateway & power cycle.

Scenario 3: If POE switches are supplied by Enlighted:

  • Customer can dispatch staff to where the POE switch is located. This information should be available on-site as-built documentation. The POE switches provided by Enlighted are usually installed in IDF rooms or electrical closets. Typically, the electrical contractor is responsible for installing these POE switches.
  • Once the POE switch is located, the customer can power cycle the entire switch. This will power cycle all connected Gateways.

 

 

A Gateway has no Communication

Product: Gateway Component: EM/PoE Switch Applies to all versions of Gateways

Warning: Only trained and qualified personnel should be allowed to install, replace, or service this equipment based on local and national electrical codes.

Problem:

1. How to verify and what to check when GWs are not communicating. Are they configured correctly?

Cause

When there is no communication with a gateway, it could be due to:

  • The gateway has a hardware fault.
  • The gateway is not receiving power.
  • The gateway is not connected to a PoE port on an Ethernet switch.
  • The PoE port or the Ethernet switch has a hardware fault or is not receiving power.
  • The Ethernet cables are disconnected.
  • The network devices between the EM server and the switch with the PoE port have a hardware fault or are not powered.
  • Improper configuration of the network, IP Address
  • Incorrect date-time from the Manage server.   

Step 1

Check the LEDs on the gateway. 

  • LEDs Off: The gateway is not powered. Go to Step 2.
  • Red LED slow blink, Green LED is Off: The gateway has not received an IP address from the DHCP server on the EM server. Go to Step 3.
  • Red LED Off, Green On fast blink or
    Red LED blinking slow, and Green LED Off:
    If the red LED is off and the green LED is blinking faster, then the gateway is not connected to an EM server. Go to Step 4.
  • If both green and red LEDs stay on continuously for more than 10 seconds, replace the gateway.
  • Red LED On, Green OFF: Replace your gateway.
  • Red LED On, Green ON for more than 10 seconds continuously: Replace the gateway.

Step 2:

LEDs Off: Check the PoE Switch and cabling.

Gateways receive power over the Ethernet cable attached to a PoE port on an Ethernet switch. Verify that the cable between the PoE port on the Ethernet switch and the gateway has not been damaged and that the Ethernet switch is powered and functioning properly. 

Step 3:

Red LED blinking at a slow rate, and the Green LED is off: 

The problem is with the GW not receiving the IP address from either the Manage DHCP or the customer's DHCP. 

Reset the gateway by power cycling to retry and successfully obtain an IP address from the Manage server DHCP server and/or connect to an EM server. Use a ladder to reach the GW mounting location and unplug the GW's ethernet cable and plug it back again. 

If the red LED continues to blink, confirm with your network specialist the IP address for the gateway's MAC address in your DHCP settings.

Step 4:

Red LED OFF, Green ON fast blink/Red LED blinking slow, Green LED off:

Verify that the network from the Ethernet switch to the EM server is properly functioning. Connect a PC to a non-PoE port on the Ethernet switch and ping the EM server, which has IP address 169.254.0.1 for the gateway network port. This confirms that the EM is communicating with the GW and PoE switch.

Step 5:

Verify the server date-time in Manage. The gateways do not communicate with the Manage server if the date-time is incorrect. In Manage, navigate to Administration > Organization Setup to view date-time. Click the Change server date time button to set the current server date-time.

Step 6:

If none of the above works, contact your installer or Enlighted Support for further troubleshooting assistance. 

Additional Information:

The following chart shows the LED patterns for GWs. 

Gateway LED Status Indicators

  • Slow blink is once every five seconds.
  • ** Fast blink is once every second.
Red LED   Green LED Description/Solution
OFF OFF Check the power connection.
OFF ON Slow blink* GW is commissioned and working.
OFF ON Fast blink** No connection to Manage. Verify that Manage is powered and operating.
ON Slow blink       OFF   No IP address, check network connectivity.
ON Fast blink    ON Slow blink Firmware upgrade in progress
OFF ON continuous

If any of these LED conditions last for more than five seconds, they indicate GW fault.

Try connecting the GW to the PoE switch with a known working cable or replace the GW.

ON continuous OFF
ON continuous ON continuous

Note: If both green and red LEDs stay continuously on for more than 10 seconds, replace the unit.

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A Fixture has no Communication

Product: Fixture Applies to All versions of fixtures

Warning: Only trained and qualified personnel should be allowed to install, replace, or service this equipment based on local and national electrical codes.

Problem:

  1. How to verify and what to check when sensors are not communicating. Are they configured correctly? This condition could be caused by:
  • The fixture has no power
  • The network connection to the gateway that communicates with the fixture is down
  • Gateway (GW) has a problem
  • The image file on the fixture sensor is corrupted
  • The radio parameters used to communicate between the sensor and gateway are corrupted on the gateway or sensor
  • There is a new source of interference on the radio channel used by the sensor
  • There is a hardware fault with the fixture sensor 
  • There is a hardware fault with the fixture's Control Unit  
  • There is a damaged cable between the sensor and Control Unit (CU)

Step 1

The first check is to determine the status of the gateway. This is done by either moving the cursor over or double-clicking the gateway on the floor plan. If the status shows no network connectivity, then you should follow troubleshooting A gateway has no communication before proceeding. Note that even if the GW indicates that it has connectivity, it may still have problems with its wireless interface. If there are several fixtures that have no connectivity, try double-clicking on the gateway to display the Gateway Details screen. On it, click the Update button. This resends the radio parameters to the gateway and causes the wireless interface to be reset.

29_GW_Details.png

Step 2

Try turning the power off and on to the fixtureIf this does not resolve the problem, try Step 3.

Step 3

Check to see if a source of radio interference has been added near the fixture, or in the line of sight between the sensor and the GW. (Note that a source of radio interference will generally affect multiple fixtures and not just one. If multiple fixtures have lost communication, then contact your system installer or Enlighted.)

Step 4

Check the LEDs on the sensors.

  • LED Off: The sensor is not receiving power. This could be due to no power to the fixture, a damaged cable between the CU and SU, or a failed CU. (NOTE: check to make sure that the fixture is not controlled by a sweep timer that disables power to the fixture during set times, such as from 6 pm to 7 am.)
  • Red blinking: The CU has failed or the cable between the CU and sensor is damaged.
  • Red solid: Finally, if the red LED is on continuously, it indicates a hardware fault or a firmware image corruption on the sensor.

In all the above cases an electrician is required to troubleshoot further and resolve.

Step 4

The remaining cause of the problem is that the image or configuration has been corrupted. To resolve, you must replace the SU following the RMA procedure. Refer to the RMA Warranty FAQs, and Replacing a Defective Sensor.

Additional Information:

Sensor LED Status for Firmware versions later than 4.0

LED Status Description 
Off No power. 
Red solid The sensor has detected a critical error at start-up and is not able to continue 
Green solid The sensor started up and detected no errors. The sensor is not commissioned. 
Blue solid When a sensor is not commissioned, the sensor is being asked by the commissioning application to identify itself. When the sensor is commissioned, the user has set the light level of the sensor to 100%.
Blue turns off When a sensor is not commissioned, the sensor is being asked by the commissioning application to stop identifying itself. When the sensor is commissioned, the user has set the light level of the sensor to 0%.
Red blinking Sensor start-up detected wiring errors. The sensor is not commissioned.
Green blinking The sensor is commissioned and has detected motion.