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      • Steps to troubleshoot:
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    • API 6
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            • Battery Replacement in SimpleIndustry and SimpleMeter Devices
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        • CheckFox
          • Starting with the CheckFox and the CheckFox Dashboard
          • All You Need to Know About the SIM Card in Your CheckFox and GSM connectivity
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          • CheckFox Troubleshooting Guide
          • Advanced
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      • Basic operations
        • SimplePack and SimplePack Plus: Basic operations
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        • What should you see on the Sigfox Backend
    • Working With Devices
      • Device Registration
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      • Correct Device Placement
      • Radio Zone Switch
      • Battery longevity and levels
      • Magnet Range for SimplePack 4.0 Plus Motion & Door Sensor and others
        • Magnet: 30×10×1 (magnetic force: 1.1 kg)
        • Magnet: 40×13×1 (magnetic force: 1.5 kg)
        • Magnet: 20×10×2 (magnetic force: 2 kg)
        • Magnet: 30×10×2 (magnetic force: 2.6 kg)
        • Magnet: 30×15×2 (magnetic force: 3.3 kg)
        • Magnet: 40×20×10 (magnetic force: 20 kg)
    • IO Frog
      • First Message
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      • Leak Detection
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      • Manhole Cover Monitoring
  • TECHNICAL SUPPORT
    • Contact Support
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      • Create RMA Number
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    • Consulting Services and Senior Project Management
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  1. PROVISIONING AND DEVICE SETUP

Troubleshooting

When handling multiple projects and devices, it is important to follow an approach where we can log every piece of information possible in a document to investigate the devices that are said to be faulty or non-working.

The following steps will help both the Customer/Client and our Support team to investigate and resolve the issues/errors in a quick and timely manner.

Always do analysis as soon as you can, especially when you don't log the history in your platform, Sigfox by default keeps only 30 days of message history and it is complicated to analyze anything without history. Do not delay or store the devices aside and try later.

Please specify and distinguish between the RMA devices if they are API 6 or API 7/NEXT devices.

  • API 6 Devices names start with SIMPLExxxxx; Firmware starts with 6.X.X

  • API 7/NEXT Devices names start with NEXTxxxxxx; Firmware starts with 7.X.X

Why do you need to distinguish between API 6 and API 7? - Because they are two different families of devices and have to be handled differently.

80 percent of issues are related to network coverage

10 percent of issues are related to not understanding the device's behavior properly

5 percent of issues are related to physical damage or operating outside the operating range

Very rarely is an issue related to a bug in the firmware or hardware malfunction

Each batch that is produced gets 3 steps of verification/testing

  1. We test the firmware, configuration, and hardware for consumption and intended behavior against the Expected behavior and consumption. Sometimes, this can cause an issue because the configuration cannot be fully tested if the customer pressures us with time and to deliver quickly. It is rare but happens and then additional reconfigurations after production are needed.

  2. Firmware flashing and hardware testing are always done to eliminate any hardware issues.

  3. End-product testing with final batteries to test the device's behavior and eliminate any battery or mechanical assembly issues.

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Last updated 10 months ago

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Troubleshooting process