Skip to content
English
More support
Contact us
  • There are no suggestions because the search field is empty.

Fixed Plant Gateway Troubleshooting

Fixed Plant Gateway – Troubleshooting

Applies to: Fixed Plant Gateway, in both the Manual Grease Monitoring Solution (backhauling Head Unit data) and the Automatic Grease Monitoring Solution (coordinating Endpoints on fixed plant). Includes installs fitted with the optional external magnetic-mount antenna.

Scope: This guide diagnoses a fault in the Fixed Plant Gateway or its connection to GreaseCloud — not a fault in the plant it's monitoring. If the area or lube shed is isolated for a shutdown, the Gateway losing power is expected and not a product issue.

The Gateway enclosure is sealed to IP67 with the antenna inside it. Every check in this guide is done from outside the enclosure. Don't open it — if a fault points inside, contact GreaseBoss Support first.

For background on how the Gateway connects — mounting, power options and backhaul — see Communications Gateways – Fixed Plant Systems and Data Communications Architecture Options.

DIAGNOSTIC STEPS

Step 1 — Start here

(Click on the title in the left column to navigate to that section)

Go to

What you're seeing

Part A — Gateway offline in GreaseCloud

Dashboards > Health > Gateways shows this Gateway as Offline

Part B — Head Units aren't syncing through the Gateway

Manual system. Greasing has been done but isn't reaching GreaseCloud

Part C — Endpoints aren't syncing through the Gateway

Automatic system. Endpoints on the asset show Offline, or their data has stopped

Part D — A new Gateway has never come online

Just installed and powered, but has never appeared as Online

Expected — no action

The area or lube shed is isolated for a shutdown. The Gateway reconnects once power is restored

Not a Gateway fault

The Gateway is Online and data is arriving, but grease points on the plant aren't taking grease. Refer to your site maintenance team

Symptom / Likely Cause / Suggested Action (Table)

 

Still Not Working

 

 

 

PART A — GATEWAY OFFLINE IN GREASECLOUD

What you're seeing: The Gateway's row in GreaseCloud shows Offline, and nothing on the site is reporting.

Step A1 — Confirm it's this Gateway

  • In GreaseCloud: Dashboards > Health > Gateways. Find this Gateway's serial number. (Or Dashboards > Assets > select the asset > Gateway panel on the Overview tab.)
  • Connectivity = Offline → note the Last Activity time, then continue to Step A2.
  • Connectivity = Online → the Gateway is reaching GreaseCloud. Return to Step 1 and use Part B or Part C.

Note: Connectivity only flips to Offline after the Inactivity Timeout (default 10,080 min / 7 days). Read Last Activity for recency — a Gateway can show Online and not have synced for days.

Note: Head Units and Endpoints can sync via another Gateway in range, so their status doesn't confirm this Gateway's. Check this Gateway's own Connectivity.

Step A2 — Confirm the Gateway has power

  • The Gateway broadcasts a Wi-Fi network named with its serial number. Allow up to 5 minutes from power-up, then look for it in a mobile phone's Wi-Fi list at the Gateway.
  • Network present → the Gateway is powered and running. Go to Step A3.
  • No network → check the supply for the install type:
    • Supplied AC/DC power supply (240/120VAC in): confirm the circuit is live and the plug is seated at both the outlet and the Gateway. Fixed Plant Gateways require permanent power that stays on — check nothing has been switched off at the board.
    • Passive PoE: the Gateway has a single external LAN port, and that is the PoE port. Confirm the PoE injector is powered and the RJ45 leads are seated at both ends. Passive PoE only — a standard 802.3af switch port will not power the Gateway.
    • Direct DC supply (the Gateway accepts 9–50V DC): confirm the source is live at the Gateway, and that any DC/DC converter feeding it is within its own input range.
  • Supply confirmed live, still no Wi-Fi network after 5 minutes → hardware fault. Go to "Still Not Working."

Note: Everything you need is on the outside of the enclosure. Don't open it to check connections — contact GreaseBoss Support instead.

Step A3 — Confirm the backhaul

  • 4G/LTE SIM (GreaseBoss Global SIM): confirm the deployment country is covered — 1global.com/enterprise/coverage. Not covered → arrange a customer-supplied local SIM; no amount of signal or antenna checking will fix this.
  • 4G/LTE SIM (covered Global SIM, or customer-supplied): stand at the install location and confirm a good-quality mobile phone call on the same network. Indoor installs in steel buildings are the common weak point.
    • External magnetic-mount antenna fitted → check the magnet is still seated on its metal mounting surface, the lead is undamaged, and the connector is fully seated at the Gateway.
    • No external antenna fitted, and reception is poor → an external antenna isn't fitted as standard, but it's a common addition where reception is weak. Contact GreaseBoss.
  • Guest Wi-Fi, Site Network (VPN), or Private Cloud: confirm with site IT/OT that nothing has changed — network path, firewall rules, VPN status, credentials. A phone call test doesn't apply as a signal proxy on a private LTE network. See Common Questions from IT Departments.

Step A4 — Confirm resolution

  • Recheck Dashboards > Health > Gateways: Connectivity should show Online with a recent Last Activity.
  • Click the serial number to open the Timeline — orange dots (Device Info Events) are Gateway-to-cloud syncs. Hover a dot for its date and time.
  • Allow 10–20 minutes for data to appear before concluding the fix failed.
  • Still Offline after 20 minutes → go to "Still Not Working."

 

 

PART B — HEAD UNITS AREN'T SYNCING THROUGH THE GATEWAY

What you're seeing: Greasing has been done on site, but it isn't showing in GreaseCloud — or a Head Unit's Last Activity is older than expected.

A Head Unit doesn't sync while it's being used. It stores activity and uploads it at the next sync. A sync is triggered when the unit is put on the charger, then again roughly every 2 hours while it stays on charge. Off the charger, it syncs at 1am local time.

Step B1 — Rule out the sync cadence first

Missing data is usually a sync that hasn't happened yet, not a fault. Rule that out before checking anything else.

  • Work out whether the unit has been put on the charger, or 1am local has passed, since the greasing was done.
  • Neither has happened yet → expected. The data is still on the Head Unit. Recheck after the next sync.
  • One of them has happened and the greasing still isn't in GreaseCloud → continue to Step B2.

Note: In Dashboards > Health > Head Units, Connectivity = Online only means the unit synced within the Inactivity Timeout (default 7 days). Read Last Activity for recency. A unit in daily use but rarely charged can show a Last Activity of yesterday every day — that's the 1am sync working, not a fault.

Step B2 — Confirm the Gateway is Online

  • Dashboards > Health > Gateways — find this Gateway's serial number.
  • Offline → go to Part A.
  • Online → continue to Step B3.

Step B3 — Confirm the Head Unit can reach the Gateway

  • Head Units sync to the Gateway over Bluetooth — guidance is up to approximately 5 m, and a Gateway signal needs to be present in that area.
  • In a manual system the Gateway should be situated where the Head Units are stored and charged between uses. Confirm the charging point is still within range.
  • Check what has changed: the Gateway moved, new racking, guarding or steel between the charging point and the Gateway.
  • All Head Units on site stopped at once → points at the Gateway or its position, not the units.
  • One Head Unit only → use Head Unit Troubleshooting.
  • Confirm at Dashboards > Health > Head Units > [serial] > Timeline. Orange dots (Device Info Events) are Head-Unit-to-Gateway syncs, not cloud syncs — a gap here is the Head Unit, its range to the Gateway, or the Gateway itself.

Step B4 — Confirm resolution

  • Put the Head Unit on its charger within range of the Gateway. It attempts a sync as soon as it goes on charge, then again roughly every 2 hours while charging.
  • Last Activity updates and the stored greasing appears in GreaseCloud → resolved. Allow 10–20 minutes for data to appear.
  • No sync after two charge cycles → go to "Still Not Working."

 

 

PART C — ENDPOINTS AREN'T SYNCING THROUGH THE GATEWAY

What you're seeing: Endpoints on a fixed plant asset show Offline in GreaseCloud, or their data has stopped arriving.

Step C1 — Confirm the Gateway is Online

  • Dashboards > Health > Gateways — find this Gateway's serial number.
  • Offline → go to Part A.
  • Online → continue to Step C2.

Step C2 — Establish how many Endpoints are affected

Note: Endpoints can sync via another Gateway in range, so "all Endpoints offline" isn't a reliable Gateway test on its own. Check the Gateway's own Connectivity either way.

Step C3 — Check range and signal

  • Site Explorer > Location > Asset > Endpoint > Diagnostics — this shows RSSI at each sync. (Fixed Plant systems using the Asset Dashboard: Dashboards > Assets > Endpoint Groups > Endpoint > Diagnostics.) Above −80 dBm is OK; below −80 dBm is weak.
  • Reliable Bluetooth coverage is typically within about 20 m of the Gateway, and less through steel, concrete or dense plant.
  • Weak or falling RSSI → check what has changed between the Gateway and the Endpoints: the Gateway moved, new guarding, new plant or structures.
  • An Endpoint is marked Offline when it hasn't synced within its Inactivity Timeout (default 10,080 min / 7 days; adjustable by GreaseBoss Support).

Step C4 — Confirm resolution

  • Recheck the Endpoint's Diagnostics tab: a recent sync with RSSI above −80 dBm, and Connectivity returned to Online.
  • Allow 10–20 minutes for data to appear.
  • Still Offline after 20 minutes → go to "Still Not Working."

 

PART D — A NEW GATEWAY HAS NEVER COME ONLINE

What you're seeing: The Gateway has been installed and powered, but has never appeared as Online in GreaseCloud.

Step D1 — Allow the power-up window

  • Allow up to 5 minutes from power-up before checking anything.

Step D2 — Confirm power at the unit

  • Look for the Gateway's serial number as a Wi-Fi network on a mobile phone, as in Step A2.
  • No network → work through the supply checks in Step A2.

Step D3 — Confirm the Gateway is on the account

  • Dashboards > Health > Gateways — the serial number should be listed, even if Offline.
  • Serial number not listed → the Gateway isn't provisioned to this account. Contact GreaseBoss Support with the serial number.

Step D4 — Confirm the backhaul matches the site

  • Gateways are pre-configured before shipping where site Wi-Fi or a private network is required. If the connection method changed after the Gateway shipped, it needs reconfiguring — contact GreaseBoss Support.
  • 4G/LTE: check country coverage and signal at the install location, per Step A3.

Step D5 — Complete the commissioning range checks

  • Manual system: verify a full synchronisation from a Head Unit at its normal storage and charging location.
  • Automatic system: confirm the Endpoints can communicate — range checks per the installation guide.
  • Indoor installs in steel buildings: cellular signal is the usual weak point. An external antenna isn't fitted as standard, but adding one is common where reception is weak.

 

 

SYMPTOM / LIKELY CAUSE / SUGGESTED ACTION

Symptom

Likely Cause

Suggested Action

Area or lube shed isolated for a shutdown, Gateway Offline

Expected — not a fault

No action. The Gateway reconnects once power is restored

Gateway Offline, no Wi-Fi network broadcast at the unit

No power reaching the Gateway

Check the circuit, the supplied power supply, or the PoE injector and its RJ45 leads

Gateway patched into a site network switch for power, never comes up

The Gateway takes passive PoE only — an 802.3af switch port won't energise it

Power it through a passive PoE injector, the supplied AC/DC power supply, or a direct DC supply

Gateway Offline, but its Wi-Fi network is broadcasting

Backhaul issue — weak signal, expired data plan, or a site network change

Check signal and the external antenna if fitted, or confirm with site IT/OT that the network path hasn't changed

Gateway installed indoors in a steel shed, poor or intermittent 4G

LTE signal attenuated by the building

Fit an external magnetic-mount antenna on a metal surface at a location with better LTE reception

External antenna fitted, signal still poor

Magnet knocked off its mounting surface, damaged lead, or loose connector

Reseat the magnet on clean bare metal and check the lead and connector at the Gateway

Gateway in a country with no covered carrier for the Global SIM

Global SIM has no local network to roam onto

Check 1global.com/enterprise/coverage; if not covered, arrange a customer-supplied local SIM

Gateway shows Online, but Last Activity is days old

Connectivity only changes after a 7-day Inactivity Timeout

Treat Last Activity as the recency signal and work through Part A

Greasing done this shift isn't in GreaseCloud

Expected — the Head Unit stores activity and uploads at the next sync

Off the charger, that's 1am local. Recheck after the next sync

All Head Units on site stopped syncing at once

Gateway offline, moved, or now out of range of the charging point

Confirm the Gateway is Online, then confirm the charging location is within range

One Head Unit not syncing, others fine

Individual Head Unit issue, not the Gateway

Use Head Unit Troubleshooting

All Endpoints on the asset offline, Gateway Online

Range or obstruction between the Gateway and the Endpoints

Check RSSI on the Endpoint Diagnostics tab and what has changed physically between them

One or a few Endpoints offline, Gateway Online

Individual Endpoint issue

Use Endpoints Status "Offline" in GreaseCloud

New Gateway powered, but its serial number isn't listed in GreaseCloud

Not provisioned to the account

Contact GreaseBoss Support with the serial number

Gateway Online, data arriving, but plant grease points won't take grease

Not a Gateway fault

Refer to your site maintenance team

 

 

STILL NOT WORKING

Contact GreaseBoss Support with:

  • Site and asset name
  • Gateway serial number
  • Solution in use (Manual or Automatic)
  • Backhaul type (Global SIM, customer-supplied SIM, guest Wi-Fi, site network/VPN, private cloud) and deployment country
  • Power arrangement (supplied AC/DC power supply, passive PoE, or direct DC) and whether an external antenna is fitted
  • Description of what's been checked so far
  • Screenshot of the Gateway's row in Dashboards > Health > Gateways, and its Timeline
  • Photo of the Gateway, its mounting and its power connection

Email: support@greaseboss.com.au