Troubleshooting Device Charging Issues

Silvanet Border Gateway

Silvanet Border Gateways can be powered by solar or Power over Ethernet (PoE). As a result, each power method has a slightly different troubleshooting process.

Solar

1. Check Energy Table in Site Management App

Checking the energy behavior of a device is the first step to identifying the root cause of a charging issue. A device may be experiencing a short-term or long-term problem, and understanding this before proceeding with troubleshooting can save time and help you reach a resolution more quickly.

1. Open the Site Management App.
2. Locate the Border Gateway in the Device Overview list and observe its status:
   • Active usually indicates a short-term charging issue.
   • Inactive typically indicates a longer-term issue.
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 forms a gentle wave-like pattern (rising and falling slightly throughout the day), this indicates that the device is operating as expected. However, if deployed in an area with limited solar exposure, it may require repositioning to maintain sufficient energy levels.
   • If the line slopes downward and does not rise again, the device or its solar panel may have fallen, been damaged, or removed.
   • If the line stops while showing remaining energy, the device has likely lost contact with the Silvanet Cloud, suggesting a connectivity issue rather than a charging problem. Refer to the article Troubleshooting Device Connectivity Issues for further guidance.

Continue by physically inspecting the device in the field.

2. Physically Check the Device in the Field

1. Confirm the device is securely mounted.
2. Check for visible damage to the device housing or solar panel.
3. Ensure connections to the solar panel are intact. If needed, uninstall and reinstall the device.
4. Verify that both solar panels are correctly oriented for optimal sunlight exposure:
   • Northern Hemisphere: One panel should face southeast (morning sun) and the other southwest (afternoon sun).

   • Southern Hemisphere: One panel should face northeast (morning sun) and the other northwest (afternoon sun).

     This orientation ensures that at least one panel receives direct sunlight throughout the day, maintaining consistent power generation.

5. Ensure the panel is clear of debris and has unobstructed sunlight.
6. If the device needs to be redeployed, refer to How do I relocate Border Gateways on my site?

Continue to Isolation Test.

3. Perform an isolation test

An isolation test helps determine whether a Border Gateway issue is caused by the solar installation or by the device itself.

To perform the test, disconnect the solar power source and temporarily power the gateway using a PoE (Power over Ethernet) connection.

✅ If the gateway operates normally on PoE (remains active and continues to transmit data), the issue is likely related to the solar installation, cabling, or connectors.

🚫 If the gateway remains inactive or fails to transmit, the issue may be with the gateway hardware or configuration, and further investigation is required.

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

PoE

1. Check Energy Table 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 usually indicates a short-term charging issue.
   • Inactive typically indicates a longer-term issue.
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.

5. 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.
6. Observe the behavior of the line and the dots representing messages sent to the Silvanet Cloud. Healthy PoE-powered Border Gateways should display a consistent, horizontal line in the graph with no fluctuations. A steady line indicates stable power delivery from the PoE connection.
   • If the line slopes downward and does not rise again, the PoE connection has been lost. This could be due to a mains power outage, a failed PoE injector, or the device having fallen or been removed.
   • If the line forms a gentle wave-like pattern (rising and falling slightly throughout the day), this indicates that the device’s PoE connection has been interrupted and the device has reverted to solar power.
   • If the line stops while showing remaining energy, the device has likely lost contact with the Silvanet Cloud, suggesting a connectivity issue rather than a charging problem. Refer to the article Troubleshooting Device Connectivity Issues for further guidance.

Continue by physically inspecting the device in the field.

2. Physically Check the Device

• Confirm the device is securely mounted.
• Check for visible damage to the device housing or solar panel.
• Ensure connections to the PoE are intact. If needed, uninstall and reinstall the device.

Continue to Isolation Test.

3. Perform an isolation test

Perform an isolation test by connecting another PoE-powered device (such as a network camera or access point) to the PoE injector used by the Border Gateway. This verifies whether the injector is delivering power correctly and ensures there are no internal faults.

✅ If the second device powers on and operates normally, the PoE injector is functioning correctly, and the issue is likely with the Border Gateway installation, cabling, or connectors.

🚫 If the second device fails to power on, the issue is likely with the PoE injector or its power source, which may require replacement or inspection by a qualified technician.

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

Silvanet Mesh Gateway

1. Check Energy Table in Site Management App

Checking the energy behavior of a device is the first step to identifying the root cause of a charging issue. A device may be experiencing a short-term or long-term problem, and understanding this before proceeding with troubleshooting can save time and help you reach a resolution more quickly.

1. Open the Site Management App.
2. Locate the Mesh Gateway in the Device Overview list and observe its status:
   • Active usually indicates a short-term charging issue.
   • Inactive typically indicates a longer-term issue.
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.

5. 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.
6. Observe the behavior of the line and the dots representing messages sent to the Silvanet Cloud.
   • If the line forms a gentle wave-like pattern (rising and falling slightly throughout the day), this indicates that the device is operating as expected. However, it may be deployed in an area with limited solar exposure and could require redeployment to maintain sufficient energy levels.
   • If the line slopes downward and does not rise again, the device may have fallen, been damaged, or removed.
   • If the line stops while showing remaining energy, the device has likely lost contact with the Silvanet Cloud, suggesting a connectivity issue rather than a charging problem. Refer to the article Troubleshooting Device Connectivity Issues for further guidance.

Continue by physically inspecting the device in the field.

2. Physically Check the Device in the Field

1. Confirm the device is securely mounted.
2. Check for visible damage to the device housing or solar panel.
3. Verify the solar panel orientation is correct:
   • Northern Hemisphere: Panel should face south.
   • Southern Hemisphere: Panel should face north. 
4. Ensure the panel is clear of debris and has unobstructed sunlight.
5. If the device needs to be redeployed, refer to How do I relocate Mesh Gateways on my site?

Continue to Isolation Test.

3. Perform an isolation test

Perform an isolation test by placing the Mesh Gateway in a known LoRa coverage area with clear, unobstructed access to direct sunlight for several hours. This ensures that the device can both charge and communicate during the test. Testing outside of coverage may prevent the device from connecting or displaying charging updates, even if power generation occurs.

✅ If the device begins to charge or resumes normal operation, the issue is likely due to insufficient sunlight or shading at the installation site. Reposition the device to ensure continuous solar exposure throughout the day.

🚫 If the device does not charge even when placed in full sunlight, the issue is likely hardware-related, and the device should be reported to Dryad Support for further investigation.

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

Silvanet Wildfire Sensor

1. Check Energy Table in Site Management App

Checking the energy behavior of a device is the first step to identifying the root cause of a charging issue. A device may be experiencing a short-term or long-term problem, and understanding this before proceeding with troubleshooting can save time and help you reach a resolution more quickly.

1. Open the Site Management App.
2. Locate the Wildfire Sensor in the Device Overview list and observe its status:
   • Active usually indicates a short-term charging issue.
   • Inactive typically indicates a longer-term issue.
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.

5. 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.
6. Observe the behavior of the line and the dots representing messages sent to the Silvanet Cloud.
   • If the line forms a gentle wave-like pattern (rising and falling slightly throughout the day), this indicates that the device is operating as expected. However, it may be deployed in an area with limited solar exposure and could require redeployment to maintain sufficient energy levels.
   • If the line slopes downward and does not rise again, the device may have fallen, been damaged, or removed.
   • If the line stops while showing remaining energy, the device has likely lost contact with the Silvanet Cloud, suggesting a connectivity issue rather than a charging problem. Refer to the article Troubleshooting Device Connectivity Issues for further guidance.

Continue by physically inspecting the device in the field.

2. Physically Check the Device in the Field

1. Confirm the device is securely mounted.
2. Check for visible damage to the device housing or solar panel.
3. Verify the solar panel orientation is correct:
   • Northern Hemisphere: Panel should face south.
   • Southern Hemisphere: Panel should face north. 
4. Ensure the panel is clear of debris and has unobstructed sunlight.
5. If the device needs to be redeployed, refer to How do I relocate Sensors on my site?

Continue to Isolation Test.

3. Perform an isolation test

Perform an isolation test by placing the Sensor in a known LoRa coverage area with direct sunlight exposure for several hours. This ensures that any charging activity can be properly reported to the Silvanet Cloud. Testing outside of network coverage may prevent visible updates, even if the Sensor is charging.

✅ If the Sensor begins to charge or sends new messages, the original location may have been too shaded or obstructed. Reinstall the Sensor in a position with better solar exposure.

🚫 If the Sensor does not show charging activity after several hours in direct sunlight, this indicates a likely hardware fault, and the device should be reported to Dryad Support.

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

Tip: It is good practice to periodically monitor your site’s energy health in the Site Management App. Regular checks help you identify unusual patterns or early signs of charging issues before they escalate into warnings or alerts. Proactive monitoring ensures continuous operation and minimizes downtime across your Silvanet network.