When a Bridge cannot connect to the network that results in a missed check-in to OneVue, it is set to Warning state with an Unresponsive status. You may have noticed the Bridge yellow LED indicator flashing and the No Signal indicator is displayed on its LCD screen (lower-right corner).
Determine where the network connection has failed by performing a manual check-in. The sequence of numbers displayed will help you determine what may be causing this issue.
While at the Bridge, press and quickly release its check-in button (up arrow). Watch the numbers displayed on its LCD screen. Perform the corrective action steps based on the numbers displayed.
Corrective action steps...
Indicates the Bridge failed to connect to the facility's network.
Contact your IT department and ask the following questions.
Has there been a recent network change or an outage?
If the Bridge is connecting to a Wi-FI network, has there been a change to its assigned wireless network SSID or passphrase?
If using a Wi-Fi network, verify there is a wireless signal strength of -60db or better at the Bridge 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 Bridge's 12-character Gateway ID (MAC address) is added to the MAC filtering list.
Share the OneVue Network requirements with your IT staff to verify all requirements are met (ports and firewall settings).
If there has been a network change to the Bridge's current assigned network:
From OneVue, create a new Network Profile with the changed settings and then assign the Bridge's Migration Network to the new network.
Once the Migration Network is assigned, you will need to set its network settings locally at the Bridge to allow its connection to OneVue to download the Migration Network settings.
There are two options. (A) Update its network using the Primex Device Configuration software installed on your local computer or (B) Update its network using the OWDC Android app. From the app, you will assign the new network and then verify the Bridge returned to a Normal state.
When the Bridge connects to the network and checks-in to OneVue, it automatically sets its Migration Network to its primary network and clears the Migration Network which is only used during this process.
Only numbers 12
Only numbers 12 4
Indicates device connected to network and OneVue, but failed to connect to NTP time source.
Complete the steps in the section above (only numbers 12)
Successfully connected to assigned Network and NTP Server and checked in to OneVue.
Log in to OneVue and verify the Bridge returned to a Normal state.
From the Bridge, verify Signal OK is displayed, which is located in the lower-right corner of its LCD screen.