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Troubleshooting Device Connectivity Issues

Updated

 

Before You Begin Troubleshooting

Users are notified of Silvanet device connectivity issues through warnings and alerts in the Site Management App. Good device connectivity is essential for maintaining a strong and reliable Silvanet network. Poor connectivity can cause device messages to be delayed or lost before reaching the Silvanet Cloud, potentially impacting fire detection response times. The severity of the issue is determined by the device’s signal strength and is categorized as follows:

Silvanet Wildfire Sensors: 

  • Connectivity is not optimal (orange): The device’s signal strength is weak.
    This is a recommendation. Fire detection is not affected, but improving the device’s placement or reducing obstructions will increase connectivity reliability.

  • Connectivity issue (red): The device’s signal strength is poor.
    This is a request. Fire detection readiness is compromised, and the device’s placement must be adjusted to restore a stable LoRa connection.

Silvanet Border & Mesh Gateways

Inactive Device warning banner and/or SMS/Email alert: 

  • Any of your site’s gateways become inactive, or

  • A significant number of sensors at your site are inactive.

Full details of device warnings and alerts can be found in our articles: 

Although connectivity issues can be identified in the Site Management App, in most cases, a physical inspection is required for full validation and resolution. Follow the steps below to check your devices both in the app and on-site in the field.

Note: Connectivity can be lost if a device’s energy level is critically low. Check the device’s energy status in the Site Management App. For more information, refer to Troubleshooting Device Charging Issues

 

Silvanet Border Gateway

Silvanet Border Gateways connect to the Silvanet Cloud via LAN or Mobile Network (LTE-M/NB-IoT). Gen 3 gateways have an external SIM slot for adding local SIM cards, while all gateways include an internal Telus SIM that roams worldwide. Each connection method has a slightly different troubleshooting process.

Connectivity issues may result from temporary network instability, energy loss, or hardware and configuration problems. The following steps will help you identify and resolve these issues.

Mobile Network (LTE-M/NB-IoT)

1. Check Connectivity in Site Management App

The RSSI (Received Signal Strength Indicator) value for Border Gateways is not displayed in the Site Management App. Instead, gateways are shown as either Active or Inactive.

  1. Open the Site Management App.

  2. Locate the Border Gateway in the Device Overview list and observe its status:

    • Active: The gateway is connected and transmitting data as expected

    • Inactive: The gateway has missed its last three scheduled messages to the Silvanet Cloud

  3. Click on the device to open the detailed view.

  4. The device’s energy behavior is displayed as a line graph:

    • X-axis: Time

    • Y-axis: Energy level

    Review the device’s energy status for the past 24 hours.

    If no energy data appears, adjust the time period in the top-left corner of the graph until the device’s energy readings are visible.

  5. Observe the behavior of the line and the dots representing messages sent to the Silvanet Cloud.

    • If the line slopes downward and does not rise again, the connectivity loss is due to low energy levels. See our article Troubleshooting Device Charging Issues

    • If the line stops while showing remaining energy, the device has likely lost contact with the Silvanet Cloud, suggesting a connectivity issue. 

Continue to SIM and Network Check.

 

2. Check SIM and Network Connectivity

If the Border Gateway uses LTE-M or NB-IoT, verify remote connectivity conditions before inspecting the site:

  1. Check for network outages: Review the mobile operator’s or roaming partner’s service status page for LTE-M/NB-IoT disruptions in the area.

    • Telus roaming partners for internal SIM users.

    • Local provider for SIM slot users.

  2. Verify SIM activation and validity (SIM slot users): Confirm with your SIM provider that the SIM is active, has not expired, and remains within its data plan limits.

  3. Check APN and configuration settings (SIM slot users): Ensure the correct APN profile is assigned to the SIM through the provider’s management platform or portal. More details are available in our article How to Insert a SIM in a Border Gateway Gen3

  4. Contact your network provider: Ask the telco to confirm that the SIM is registered and attached to the network (no suspension is present).

Continue by physically inspecting the device in the field.

 

3. Physically Check the Device

If no issue is found remotely, perform the following on-site checks:

  1. Confirm the device is securely mounted.

  2. Check for visible damage to the device housing or external antenna(gen 2)

  3. Ensure there are no obstacles causing interference or line-of-sight issues.

  4. For Gen 2 Border Gateways, verify the external antenna is correctly connected. If needed, uninstall and reinstall the antenna.

Continue by Isolation Test. 

 

4. Perform an isolation test

Perform an isolation test by connecting the Border Gateway to a known-working LAN (Ethernet) connection with internet access. This determines whether the connectivity issue is caused by the mobile network (LTE-M/NB-IoT) or the gateway hardware or configuration.

✅ If the Border Gateway comes online and transmits data while connected via LAN, the issue is likely related to the mobile network connection, such as SIM activation, roaming coverage, or local signal quality.
Return the gateway to its original setup, and contact your network provider if the issue persists. If your Border Gateway needs to be relocated, see our article How do I relocate Border Gateways on my site?

🚫 If the Border Gateway remains inactive even when connected to LAN, the problem is likely with the gateway hardware or configuration.

If you are unable to resolve your mobile connectivity issues following these steps, please contact our Customer Success Team via our online request form or by emailing support@dryad.net.

 

LAN

1. Check Connectivity in Site Management App

  1. Open the Site Management App.

  2. Locate the Border Gateway in the Device Overview list and observe its status:

    • Active: The gateway is connected and transmitting data as expected

    • Inactive: The gateway has missed its last three scheduled messages to the Silvanet Cloud

  3. Click on the device to open the detailed view.

  4. The device’s energy behavior is displayed as a line graph:

    • X-axis: Time

    • Y-axis: Energy level

    Review the device’s energy status for the past 24 hours.

    If no energy data appears, adjust the time period in the top-left corner of the graph until the device’s energy readings are visible.

  5. Observe the behavior of the line and the dots representing messages sent to the Silvanet Cloud.

    1. If the line slopes downward and does not rise again, the connectivity loss is due to low energy levels. See our article Troubleshooting Device Charging Issues

    2. If the line stops while showing remaining energy, the device has likely lost contact with the Silvanet Cloud, suggesting a connectivity issue. 

Continue to Network Configuration Check.

 

2. Check Network Configuration

LAN connectivity issues often stem from router or firewall security settings blocking outbound communication to the Silvanet Cloud.

Perform the following remote checks before visiting the site:

  1. Check for local network restrictions:

    • Confirm that the router or firewall allows outbound HTTPS traffic (port 443) and NTP (port 123).

    • Some enterprise or institutional networks may require whitelisting the Silvanet Cloud domain. Contact your IT administrator for assistance.

  2. Verify DHCP assignment:

    • Ensure the Border Gateway is automatically assigned an IP address through DHCP.

    • If using static IP addressing, confirm the configuration matches the network parameters (IP address, subnet mask, gateway, DNS).

  3. Check for proxy or content filtering:

    • Gateways cannot authenticate through web-based proxy servers.

    • Disable any proxy requirements for the LAN connection.

If all configuration settings are correct and the device still appears Inactive, continue by performing an on-site inspection.

 

3. Physically Check the Device

If no issue is found remotely, perform the following checks in the field:

  1. Confirm the Ethernet cable is securely connected at both ends (gateway, PoE Injector and router/switch).

  2. Inspect the Ethernet port for dust, moisture, or physical damage.

  3. Verify that the gateway’s PoE injectors power LED and network LED are active.

  4. Check for visible damage to the housing or connectors.

  5. If the gateway is connected through an intermediate device (e.g., switch or extender), bypass it temporarily by connecting directly to the main router.

Continue by performing an Isolation Test.

 

4. Perform an Isolation Test

Perform an isolation test by connecting the Border Gateway to a known-working LAN with unrestricted internet access (e.g., a simple home router).
This helps determine if the issue is caused by restrictive local network settings or the gateway itself.

✅ If the Border Gateway comes online and transmits data while connected to the test LAN, the problem is related to network security or firewall restrictions on the original router.
Contact your IT administrator to whitelist Silvanet Cloud traffic or adjust firewall settings.

🚫 If the Border Gateway remains inactive even when connected to a known-good network, the issue is likely with the gateway’s hardware or configuration.

If you are unable to resolve your mobile connectivity issues following these steps, please contact our Customer Success Team via our online request form or by emailing support@dryad.net.

 

Important: Silvanet Border Gateways serve as the entry point for all other devices to the Silvanet Cloud. If a Border Gateway loses connectivity, any devices connected through it will become inactive. If your site uses only a single Border Gateway, the entire site will become inactive.

Silvanet Mesh Gateway

1. Check Connectivity in Site Management App

Mesh Gateways connect to Border Gateways via LoRaWAN, and their connectivity depends on the nearest active Border Gateway. 

  1. Open the Site Management App.

  2. Locate the Mesh Gateway in the Device Overview list and observe its status:

    • Active: The gateway is connected and transmitting data as expected

    • Inactive: The gateway has missed its last three scheduled messages to the Silvanet Cloud

Note: If a Border Gateway loses connectivity, all dependent Mesh Gateways and Sensors will also appear inactive.

  1. Click on the Mesh Gateway to open the detailed view.

    • Review the device’s energy behavior in the line graph:

      • X-axis: Time

      • Y-axis: Energy level

    If no energy data appears, adjust the time period in the top-left corner of the graph until the device’s energy readings are visible.

  2. Observe the behavior of the line and the dots representing messages sent to the Silvanet Cloud.

 

  • If the line stops while showing remaining energy, the device has likely lost contact with the Silvanet Cloud, suggesting a connectivity issue. 

Continue by physically inspecting the device in the field.

 

2. Physically Check the Device

If no issue is found remotely, perform the following on-site checks:

  1. Confirm the device is securely mounted and positioned with a clear line of sight toward the nearest Border Gateway.

  2. Check for visible damage to the device housing or external antenna (Gen 2).

  3. Verify both LoRa antennas are correctly connected and firmly seated (Gen 2).

  4. Inspect the surroundings for obstacles or interference (metal structures, dense vegetation, or topographical barriers).

Continue by performing an Isolation Test.

 

3. Perform an Isolation Test

Perform an isolation test by placing the Mesh Gateway in a known LoRa coverage area with good lighting conditions to ensure proper solar charging. Position the device as close as possible to an active Border Gateway and allow several hours for reconnection. This verifies whether the issue is related to LoRa signal range, charging, or hardware performance.

✅ If the Mesh Gateway reconnects and becomes active, the issue was likely caused by poor LoRa coverage or insufficient charging at the original installation site. If your Mesh Gateway needs to be relocated, see our article How do I relocate Mesh Gateways on my site?

🚫 If the Mesh Gateway remains inactive, the problem may involve a hardware fault, antenna connection issue, or an offline Border Gateway.

If you are unable to resolve your mobile connectivity issues following these steps, please contact our Customer Success Team via our online request form or by emailing support@dryad.net.

Silvanet Wildfire Sensors

1. Check Connectivity in Site Management App

Silvanet Sensors connect to nearby Mesh or Border Gateways via LoRaWAN. Their connectivity depends on having at least one active gateway within range.

  1. Open the Site Management App.

  2. Locate the Sensor in the Device Overview list and observe its status:

    • Active: The sensor is connected and transmitting data as expected

    • Inactive: The Sensor has missed its last three scheduled messages to the Silvanet Cloud

Note: If a Border or Mesh Gateway in range loses connectivity, any connected Sensors may also appear inactive.

  1. Click on the Sensor to open the detailed view.

  2. Review the device’s energy behavior in the line graph:

    • X-axis: Time

    • Y-axis: Energy level

    If no energy data appears, adjust the time period in the top-left corner of the graph until readings are visible.

  3. Observe the behavior of the line and the dots representing messages sent to the Silvanet Cloud.

    • If the line slopes downward and does not rise again, the connectivity loss is due to energy depletion. See our article Troubleshooting Device Charging Issues.

    • If the line stops while showing remaining energy, the device has likely lost LoRa connectivity, suggesting a range or gateway issue.

Continue by physically inspecting the device in the field.

 

2. Physically Check the Device

If no issue is found remotely, perform the following on-site checks:

  1. Confirm the Sensor is securely mounted and not shaded by vegetation, debris, or structures.

  2. Check for visible damage to the device housing.

  3. Verify that the Sensor’s solar panel is clean and oriented for maximum sunlight exposure.

  4. Ensure there are no new obstacles between the Sensor and its nearest gateway (e.g., dense foliage, terrain changes, or new structures).

Continue by performing an Isolation Test.

 

3. Perform an Isolation Test

Perform an isolation test by placing the Sensor in a known LoRa coverage area with full sunlight exposure to ensure charging. Position it as close as possible to an active Mesh or Border Gateway and allow several hours for reconnection. This helps determine whether the issue is caused by LoRa signal range, energy levels, or device performance.

✅ If the Sensor reconnects and becomes active, the issue was likely due to poor coverage or insufficient charging at the original installation site. If your Silvenet Wildfire Sensor needs to be relocated, see our article How do I relocate Sensors on my site?

🚫 If the Sensor remains inactive, the problem may involve a hardware fault or an offline gateway.

If you are unable to resolve your mobile connectivity issues following these steps, please contact our Customer Success Team via our online request form or by emailing support@dryad.net.

 

Tip: Periodically monitor your site’s connectivity health in the Site Management App. Regular checks help you identify unusual patterns or early signs of connectivity issues before they escalate into warnings or alerts. Proactive monitoring ensures continuous operation and minimizes network downtime.

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