Alert: Controller Not Connecting

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Controller Not Connecting

Alert Details

The photoSentinel unit is not connecting to the servers. The camera may still be taking photos according to its configuration.

Possible Event Code Triggers

  • No event code. This alert is triggered when the system misses multiple expected connections.

You can find the triggering event code and when it occurred by viewing the System Messages on the Status page for this installation. System Messages are indicated with an * next to the Status.


Issue-Specific Troubleshooting

Control Hub may create this alert when a controller is switched off with the ON/OFF switch. Control Hub still expects the unit to connect and doesn’t know the controller has been turned off. In that case you can dismiss this Alert.

Remote Troubleshooting

  • If possible, check the status of another photoSentinel unit on the same project using the same SIM and network settings.
  • Check the SIM card has sufficient data available.
  • Check the SIM card is active on 3G/4G.
  • Check the SIM card doesn’t have limited bandwidth.
  • Check if there is a network dropout from the network provider.
  • There may be congestion during peak hours on the network. Configure the photoSentinel unit to connect and upload at a different time of the day. You can change these settings on your installation’s Capture Config page under the section 'Weekly Schedule' (Tempo and Mach II running APEX firmware) or ‘When to connect’ (Mach II, Pro, Mini and Lite).
  • Check antenna signal strength on your installation’s Status page.
  • Updating to the latest firmware can improve system behaviour. Contact our Support Team to update the firmware remotely. For this, first the photoSentinel unit needs to connect.

On-site Troubleshooting

  • Check the photoSentinel controller is actually turned ON.
  • Check the power input from AC or Solar is connected firmly.
  • Check the battery cable is connected firmly.
  • Check the antenna cable is connected securely. On a Tempo or Mach II using an external antenna, make sure that the controller is seated all the way back in the housing, so it plugs into the antenna socket firmly. Do this by pushing the controller just below the display.
  • Use a SIM card from a different network provider.
  • Configure a custom APN if your network provider requires this. Find the APN for your network provider online.
    • Adding an APN to a Tempo or Mach II: Switch the controller to Setup mode. Use the dial to navigate to 'Set APN' and insert the new custom APN.
    • Adding an APN to a Pro or Mini: Go to your installation’s Capture Config page and go to Advanced Settings. Enter the APN in the corresponding field and click Save. At the bottom of the page click Export settings to file. Copy the exported ‘default.xml’ file to the microSD and insert it into the Pro or Mini controller. With the microSD card in the controller, you can turn ON the photoSentinel.
  • If you have a Tempo or Mach II with the optional Ethernet cable add-on, connect to an active router.

Lodge a Support Ticket

If this article did not resolve your issue, please lodge a Support ticket.