An Unresponsive status indicates a sensor has not checked-in to OneVue within the time period set in its Unresponsive Timeout setting. During this state, OneVue activates an alert and the sensor's yellow LED indicator flashes and No Signal is displayed on its LCD screen (lower-right corner).
For example if a sensor's Unresponsive Timeout is set to 16 hours and its last check-in was at 9 AM, at 1 PM if the sensor has not checked-in to OneVue it's set to an Alarm State with an Unresponsive status.
Reasons that may have resulted in an Unresponsive status are a network connection issue preventing a sensor from checking-in to OneVue or the sensor has lost power.
Network outage or loss of network connection: the sensor continues to log its readings and the readings are stored in its internal memory. During its next check-in to OneVue, all logged readings are sent to OneVue.
Power outage or power loss: the sensor does not log its readings and all logged readings prior to its power loss are stored in its internal memory. When power is restored, all logged readings are sent to OneVue.
-
Acknowledge the alert to temporarily stop alert notifications.
From OneVue, go to the Dashboard > from the To Do list, select the alert > from the top section, add a comment indicating the action being taken and select Acknowledge.
Determine if there are multiple Sensors/Monitored Assets in this state or only one or a few.
If this issue cannot be resolved, replace with a backup sensor or institute manual recording protocols until the issue is resolved.
-
Has there been a recent change to the network or a recent outage? Has there been a change to a wireless network SSID or passphrase?
If yes, add a new network with these settings in OneVue. You will then use the OWDC app or the Primex Device Configuration software to update the network for these devices.
Is MAC filtering used on the network? If yes, verify the sensor's 12-character Gateway ID (MAC address) is added to the MAC filtering list.
-
Has there been a recent Transport Layer Security (TLS) communication change to the network?
For security reasons, IT may have made a change not to allow TLS 1.0 or 1.1 communication, this affects the older SNS sensors. If you have these sensor models and the sensors have gone unresponsive, it is likely due to a TLS network change made by your IT department.
Verify the OneVue Network requirements are met (ports and firewall settings).
While at the sensor, verify its network connection. Press and quickly release its check-in button
(up arrow).-
Listen to the beep sequence and perform the corrective action steps based on the beeps emitted.
Indicates the sensor could not connect to its assigned Network.
-
From OneVue, verify the network assigned to the sensor's gateway.
If the network is not correct, which may be due to a change in the network or the network is no longer available, locally at the sensor you will need to update its assigned network by completing the following steps.
Add a new Network Profile with the correct network settings and assigned the new Network Profile to the sensor's migration network.
-
There are two options to update its network locally. Once completed and the sensor can connect to the network and check-in to OneVue, it downloads its assigned Migration Network settings.
OWDC app installed on your mobile Android device: from the app, you will assign the new Network Profile created during step 2.
Primex Device Configuration software installed on your local computer: from the software, you will enter the updated network settings.
Indicates the sensor did not check-in to OneVue.
Contact your IT support staff to verify the following items.
-
OneVue network requirements are met. If these are not met, it could be the cause of a sensor not connecting to the network or OneVue.
The OneVue platform runs on the Amazon Web Services (AWS) cloud infrastructure. Organizations with network firewalls in place must proactively allow outbound network communication and file downloads through specific OneVue Domains and URLs. The files downloaded include the Sync device clock list, Notify device schedules, and device setting updates.
OneVue is a high-availability (HA) platform that may change IP addresses at anytime, therefore OneVue does not support the use of firewall IP address filtering.
If the firewall support wildcards:
Domain filters
*.primexonevue.com
us-east-1-production.s3.amazonaws.com
URL filters
https://*.primexonevue.com
https://us-east-1-production.s3.amazonaws.com
If the firewall does not support wildcards:
Domain filters
console.primexonevue.com
deviceapi-alt.primexonevue.com
deviceapi.primexonevue.com
onevueapi.primexonevue.com
us-east-1-production.s3.amazonaws.com
URL filters
https://console.primexonevue.com
https://deviceapi-alt.primexonevue.com
https://deviceapi.primexonevue.com
https://onevueapi.primexonevue.com
https://us-east-1-production.s3.amazonaws.com
Is the wireless signal strength -60db or better at the sensor mounting location? It's recommended to measure the strength with a Wi-Fi analyzer mobile app.
Is MAC filtering used on the network? If yes, verify the sensor's 12-character Gateway ID (MAC address) is added to the MAC filtering list.