Resetting My Temperature Sensors

All Sensors Offline

The sensors should be reporting every 20 minutes 

If all of the sensors are offline then most likely there is an issue with the gateway. To confirm there is a gateway issue, have the customer stand next to the gateway while holding a sensor and complete the reset process.

• Make sure the gateway is close enough to the sensors ( this is very important ) If the gateway is too far away from the sensors or in an enclosed room, this could be blocking the signal - an extension for both the ethernet cord and power cord for the gateway can be used 

  • If the sensors are in an enclosed room ( like a walk-in freezer - the probes can be used and the sensors can be outside of the walk-in ) 

Reboot the gateway

To reboot the gateway, have the customer disconnect it from power for 30 seconds and then reconnect 

• Ensure that the ethernet cord is connected, if it is not then there will be no lights on the device

• The link light should be flashing in the back of the device, the corresponding light sequence will depend on the type of gateway that the customer is using, the second light on the back of the device will also be orange/yellow 

Firewall blocking data (ONLY FOR A NON-HELIUM GATEWAY)

• If there is lights and the cord is plugged in and their is lights, there could be connectivity but there could still be a firewall / router issue

Option 1) Whitelist our IP or MAC address

Option 2) Whitelist our destination FQDN console.lstgps.com:1701 UDP  (This route prevents FOTA updates and is not recommended)

Individual Sensor Issue (some sensors are still reporting)

Resetting the sensor

1. Locate the temperature sensor

2. Press the ACT button 5 times (should flash green after every click and then stay red for a couple of seconds after the 5th click)

3. The LED will flash confirming the device has been reset

4. Press and hold the ACT button for 3 seconds (or until the device starts flashing) then release. (Should flash green a few times and the red 2 separate times and then hold green for a couple of seconds)

Your device will now be reset and reconnected to the network.