This section provides guidance for diagnosing and resolving wireless communication issues between Phantom sensors and the gateway, and between the gateway and InsightCM.
|
Symptom |
Possible Cause |
Recommended Action |
|---|---|---|
|
Gateway does not power on |
No AC voltage supply; PoE from the network is not available; tripped circuit breaker; wiring fault |
Verify AC voltage supply is energized or PoE power is present. Check upstream and internal circuit breaker. Inspect wiring connections inside the enclosure. |
|
Gateway powers on but no sensors visible in Live State or InsightCM |
Sensors not yet activated; out of range; pairing not completed |
Perform sensor wake-up procedure (Sensor Wake-Up Procedure). Confirm sensors are within 100 m line of sight. Pair sensors via gateway Live State menu before configuring in InsightCM. |
|
Sensor visible in gateway but not in InsightCM |
Sensor not assigned to asset; gateway IP incorrect; Update Configuration not clicked; firmware mismatch |
Verify gateway IP address in Sensors tab. Click Update Configuration on the Equipment node. Use Discover. Confirm gateway firmware is the InsightCM-supported version. |
|
Intermittent sensor data loss |
Poor wireless signal; low sensor battery; obstructions |
Increase sensor Transfer Power (Adjust Sensor Transmission Power). Replace sensor battery if low. Add repeater nodes if needed. |
|
Cannot access gateway web interface |
Network mismatch; gateway not on network |
Verify Ethernet link light is active. Confirm computer is on the same subnet. Cycle power to gateway if necessary. |
|
Changes to sensors/equipment not taking effect in InsightCM |
Update Configuration not clicked after making changes |
Click on the Equipment node in the asset tree and click Update Configuration in the Monitor tab. This must be done after any change to Phantom sensors or equipment nodes. |
|
Modbus / MQTT / OPC data not appearing in SCADA |
Incorrect protocol configuration; firewall blocking |
Verify protocol settings in gateway administration panel. Check network firewall rules. |
|
Antenna connection warning or poor wireless performance |
Loose SMA connector; cable damage |
Verify both SMA cables are fully finger-tight (hand only, no tools). Inspect cables for damage. |
If the gateway cannot reliably communicate with one or more Phantom sensors, the most common cause is insufficient Bluetooth signal strength or physical obstruction. Follow this procedure to diagnose and improve communication.
-
Connect a computer, tablet, or smartphone with a browser to the same network as the gateway.
-
Navigate to the gateway IP address. If prompted for a password, the factory default is 88888888.
-
Open the Live State screen. Locate the affected sensor by serial number (see Figure 19, “Gateway Live State screen. Click the gear button on a sensor card to access individual sensor settings.”). If the sensor is not visible, temporarily bring it physically closer to the gateway.
Figure 19. Gateway Live State screen. Click the gear button on a sensor card to access individual sensor settings.
-
In the Live State screen, click the gear (settings) button on the sensor card.
-
Under General settings, increase Max Transfer Power. Available options are 0, 4, and 8 dBm; 8 dBm is the maximum (see Figure 20, “Sensor settings panel showing Max Transfer Power (currently 4 dBm) and Long Range mode option.”).
-
If communication issues persist, enable Long Range mode on the sensor by checking the Long Range mode checkbox. Note that Long Range mode requires long-range scanning to also be enabled on the gateway (see Enable BLE Power Amplifier on the Gateway).
-
Click SET to apply the changes.
Figure 20. Sensor settings panel showing Max Transfer Power (currently 4 dBm) and Long Range mode option.
-
In the gateway web interface, navigate to the General page.
-
Enable BLE Power amplifier (29 dBm output power) at the bottom of the General settings. This increases the gateway's BLE transmission and receiving sensitivity (see Figure 21, “Gateway General page showing the Enable BLE Power amplifier option (circled). Also visible: static IP configuration and required InsightCM settings.”).
-
Click Save to apply.
Figure 21. Gateway General page showing the Enable BLE Power amplifier option (circled). Also visible: static IP configuration and required InsightCM settings.
Note
Increasing Transfer Power on sensors reduces battery life. Enable Long Range mode and the BLE Power Amplifier only when necessary. If communication issues persist after following this procedure, contact Cutsforth Support.