Communications Operational FAQ

Manual System Issues
Automatic System Issues
HME System Issues
GreaseNode Issues
Physical Issues
Decision Trees

1. Manual System Issues

Issue Possible resolution(s)

1
can’t see head unit - or late last seen “event”

charging location in range of coms ?

gateway still plugged in to power ?

power still online onsite ? ( other devices have power ? )

2
HU wont sync - manual button

See HU FAQ

3
HU won't sync automatically

See HU FAQ

	Issue	Possible resolution(s)
1	can’t see head unit - or late last seen “event”	charging location in range of coms ? gateway still plugged in to power ? power still online onsite ? ( other devices have power ? )
2	HU wont sync - manual button	See HU FAQ
3	HU won't sync automatically	See HU FAQ

2. Automatic System Issues

Issue

Checks

Possible resolution

1
EP last seen “event” is very late

endpoint has power

gateway powered and online

E/P in range of com’s

check battery/replace

return gateway power and retry

7sec. button test for range

if no change - contact support@greaseboss.com.au

2
GW data gap (cumulative OK, no data)

Co9nfirm gateway is powered on

see EP issues (data gap)

see endpoint FAQ Endpoint Operational FAQ

3
NO FLOW EVENTS

is the rssi strength optimal between device and gateway ? ( optimal rssi strength > -75dba )

E/P in range of com’s

see endpoint FAQ Endpoint Operational FAQ

4
NO HEARTBEAT DATA

is the rssi strength optimal between device and gateway ? ( optimal rssi strength > -75dba )

E/P in range of com’s

see endpoint FAQ Endpoint Operational FAQ

5
NO DIAGNOSTICS DATA

is the rssi strength optimal between device and gateway ? ( optimal rssi strength > -75dba )

E/P in range of com’s

see endpoint FAQ Endpoint Operational FAQ

6
NO FLOW / HEARTBEAT / DIAGS

endpoint has power

gateway powered and online

E/P in range of com’s

see endpoint FAQ Endpoint Operational FAQ

	Issue	Checks	Possible resolution
1	EP last seen “event” is very late	endpoint has power gateway powered and online E/P in range of com’s	check battery/replace return gateway power and retry 7sec. button test for range if no change - contact support@greaseboss.com.au
2	GW data gap (cumulative OK, no data)	Co9nfirm gateway is powered on	see EP issues (data gap) see endpoint FAQ Endpoint Operational FAQ
3	NO FLOW EVENTS	is the rssi strength optimal between device and gateway ? ( optimal rssi strength > -75dba ) E/P in range of com’s	see endpoint FAQ Endpoint Operational FAQ
4	NO HEARTBEAT DATA	is the rssi strength optimal between device and gateway ? ( optimal rssi strength > -75dba ) E/P in range of com’s	see endpoint FAQ Endpoint Operational FAQ
5	NO DIAGNOSTICS DATA	is the rssi strength optimal between device and gateway ? ( optimal rssi strength > -75dba ) E/P in range of com’s	see endpoint FAQ Endpoint Operational FAQ
6	NO FLOW / HEARTBEAT / DIAGS	endpoint has power gateway powered and online E/P in range of com’s	see endpoint FAQ Endpoint Operational FAQ

3. HME Issues

Issue

Checks

Possible resolution

1
EP not reliably syncing

range

coms location

fauty GW

if all- sim? gateway itself online?

if one -see EP trouble shooter

see EP FAQ - Endpoint Operational FAQ

2
Not syncing often enough and missing issues

dignostic data appears too long between regular syncs

refine the selfsync time period

contact support@greaseboss.com.au with relevant serial number

	Issue	Checks	Possible resolution
1	EP not reliably syncing	range coms location fauty GW if all- sim? gateway itself online? if one -see EP trouble shooter	see EP FAQ - Endpoint Operational FAQ
2	Not syncing often enough and missing issues	dignostic data appears too long between regular syncs	refine the selfsync time period contact support@greaseboss.com.au with relevant serial number

4. GreaseNode Issues

Issue

Possible resolution

1

if no data is getting the the GB cloud then a GreaseNode site may have a local access issue

GB to confirm access issue and escalate to site IT for L3 resolution

	Issue	Possible resolution
1	if no data is getting the the GB cloud then a GreaseNode site may have a local access issue	GB to confirm access issue and escalate to site IT for L3 resolution

5. Physical Issues

Issue

Checks

Possible resolution

1
damage

2
broken cable feed/pwr/data

3
antenna lost

4
Confirm device is being powered

see if a wifi connection is available named the same as gateways serail no# found on bottom of gateway ( EX: GBLG20001W )

5
suspected 4G inoperative

check if wifi available= powered ON

use RMS or other to validate connectivity (Support)

restart and retest - wait up to 10 mins for full startup

check if wifi available, request support GB

6
does the g/w connect to site specific coms (greaseNode scenario or site Lan/Wifi backhaul)

check if wifi available

Support check connectivity

check if wifi available, request support GB

request support site specific coms IT dept.

reboot/restart and recheck

	Issue	Checks	Possible resolution
1	damage
2	broken cable feed/pwr/data
3	antenna lost
4	Confirm device is being powered	see if a wifi connection is available named the same as gateways serail no# found on bottom of gateway ( EX: GBLG20001W )
5	suspected 4G inoperative	check if wifi available= powered ON use RMS or other to validate connectivity (Support)	restart and retest - wait up to 10 mins for full startup check if wifi available, request support GB
6	does the g/w connect to site specific coms (greaseNode scenario or site Lan/Wifi backhaul)	check if wifi available Support check connectivity	check if wifi available, request support GB request support site specific coms IT dept. reboot/restart and recheck

1. ENDPOINT NOT SEEN IN EXPECTED TIME

2. HEADUNIT NOT SEEN

3. SETTING UP YOUR GATEWAY