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Monnit Troubleshooting

This is a guide to help you troubleshoot your Monnit Gateway

Claire Roos avatar
Written by Claire Roos
Updated over a year ago

Always check your gateway to confirm cellular antenna is attached securely, and that there are no signs of hardware issues (example: bent antenna pin)

Gateway+(2).png (534×241)

Problem

Corrective action

When your gateway does not come online with 3 green lights after 2 hours of being plugged into power

  1. If the antenna looks fine, plug the gateway into an internet source via ethernet cable.

    1. This can be a building network ethernet port, a home WiFi unit, or a portable dongle device. The network must be open to access without firewall restricting it

  2. Let your Infogrid Deployment Specialist/ Support know when you’ve connected the gateway via ethernet so they can remotely push through a firmware update

  3. Leave the gateway plugged in until your Deployment Specialist/ Support confirms the update is complete

  4. Once the update is complete, while the gateway is plugged into ethernet, perform a module reset:

    1. Power that gateway off with the switch

    2. Press and hold the Utility button for 20 seconds (keep holding while powering on)

    3. After the start-up test, the LEDs should all flash alternating red/green; release the button

    4. Press and hold the Utility button for 15 seconds or so until the LEDs go dark from top to bottom

    5. The gateway should restart

  5. Power the gateway off

  6. Disconnect the Ethernet cable

  7. Power the gateway on

  8. Wait for one hour - the connection can take a long time to form

  9. If the gateway does not connect see if another gateway connects. If so, try swapping SIM cards temporarily

  10. Then perform a module reset

  11. If the gateway does not connect, please take a video of the LED sequence during and after power on for 30 seconds and send it to your Deployment Specialist/ Support

Offline Sensor/ Gateway

  • If your sensor or gateway is offline, check how long it has been offline for. If it is less than 24 hours then there is no need for concern, this can periodically happen but once the sensor or gateway get back online, the data is backfilled.

  • If it has been over 24 hours then contact Infogrid Support

If you have recently moved the gateway and it's no longer online or your gateway has only 3 red lights

  • Try a Full Model Reset

    1. Power that gateway off with the switch.

    2. Press and hold the Utility button for 20 seconds (keep holding while powering on)

    3. After start-up test, the LEDs should all flash alternating red/green; release the button.

    4. Press and hold the Utility button for 15 seconds or so until the LEDs go dark from top to bottom.

    5. The gateway should restart.

Sensor data looks unusually high

The average energy usage of a business ranges between 15,000 and 25,000 kWh per year so if the energy usage looks unusually high that is probably because there is a problem with the accumulation settings. Contact Support to get this checked.

To help us determine what the issue is with your gateway please refer to the below image to see what the lights are telling you.

Infogrid Support may ask you to send us a video recording of what lights are on & flashing, etc.

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