FAQ

Management and Use of the Gateway

Installation Issues and Data Anomalies

If the data and statistics displayed on MyMove for the installation period on the structure are abnormal and/or irregular, what does this mean?

It could indicate that the devices were not installed correctly.

• Ensure that the Gateway has been installed and connected to the power source before installing the sensors.

• In case of anomalies or signal/data detection issues right after powering the Gateway and/or installing the sensors, follow the procedure below.

What to Do in Case of Data Loss

1. Check the status of the Gateway and all devices on MyMove in the “Devices Views” section:

• A red circle – Offline – indicates that the Gateway is turned off.

• A green circle – Online – indicates that the Gateway is turned on.

2. Ensure that the Gateway is still within line of sight of each device and that there are no objects that might disrupt the radio signal.

3. Check the correct installation and condition of each device to make sure there hasn’t been any tampering or damage of any kind (make sure the antennas are not shielded).

4. If the malfunction persists, contact Customer Support directly at [e-mail].

How to Troubleshoot Gateway Power Issues

1. Make sure the PoE (Power over Ethernet) cable and its box are intact and functioning properly.

2. Check that the cable is firmly connected inside the cable gland on the Gateway.

3. Verify the correct connection of the Gateway’s antennas:

• For RAK7289 gateways, check the single antenna.

• For RAK7249 gateways, ensure that all five antennas are properly connected.

• For Microtik gateways, verify that both antennas are installed correctly.

4. Check the Gateway status on MyMove in the “Devices Views” section:

• A red circle – Offline – indicates that the Gateway is turned off.

• A green circle – Online – indicates that the Gateway is turned on.

How to Check the SIM Card and Connectivity

• Make sure the SIM card has an active data plan and is not protected by a PIN code.

• Check the LED lights on the device to confirm they are functioning correctly.

How to Set the SIM APN

1. Refer to the Gateway manual for instructions on how to set the APN.

2. After configuration, restart the Gateway.

How to Address Signal Interference and Technical Issues

• Check for signal interference from structural elements.

• Review the “System Status” menu for the “Last Ping” entry to verify the last data packet transmission.

How to Manage Sensor Distance and Interference

1. Ensure that the sensors are within the 500-meter coverage range of the Gateway.

2. Check that there are no obstacles between the sensors and the Gateway that could interfere with the signal.