Cereniti

Troubleshooting System Offline

OVERVIEW:

The Cereniti System Offers 2 separate units depending on how you wish to connect to the internet. This is either the Cellular version or the LAN version which is a hardwired Ethernet connection. I have broken down each connection with its own troubleshooting guide. Before that however, there is a basic checklist that can be done which is a list of common issues we see. These could cause the system to be offline:

• Surge protector or GFCI outlet - Has this been tripped and needs to be reset?

• Have you attempted to reset the device yet? Remove the power plug, wait 15 seconds and plug it back into the outlet?

If these have been performed and confirmed are working properly, here are the guides for each type:

Cereniti Gateway Connected via Cellular:

First thing to check is the Cellular antenna located on the bottom of the gateway device in between the (x2) system antenna. This can get damaged and must be attached to the gateway to get its signal out. If this is damaged you will need to get a replacement. The next step is to verify LEDs are active on the inside of the device. This will tell us if there is an issue with the electronics or not. You will need to disconnect the two system antennas before proceeding.

1. Using a phillips head screwdriver, unscrew the 4 screws on the bottom plate of the gateway.

2. Slowly and safely pull the circuit board out of the case and look for the 2 LEDs on the circuit board. I will provide Examples below of the LEDs we are looking for.

Fig. A: Cereniti Gateway - Antenna plate (remove to inspect board)

Fig. B: Cereniti Gateway - First Sim LED location (Marked with Red)

Fig. C: Cereniti Gateway - Second LED location (Marked with Red)

If these LED lights are both on, then the unit should be sending a signal. If these are both off however, then there is an issue with the board and it will need to be sent in for repair. If this is the case, we recommend you set up an appointment with a technician to assist you with this. We can explain the process and send out a guide on how to properly remove the gateway and pack it safely for shipping.

Cereniti Gateway Connected via Ethernet:

First thing to check for this type of gateway device is the LAN box attached to the power supply. This is a small white box with an Ethernet port. Verify that the Ethernet cable is attached to the network (comcast, IDF room router, etc and has an open dynamic port (not Static IP). If these are verified then the next step would be to check the board itself for damage and that the LEDs are powered on (indicating power in the circuits). You will need to disconnect the two system antennas before proceeding.

1. Using a phillips head screwdriver, unscrew the 4 screws on the bottom plate of the gateway.

2. Slowly and safely pull the circuit board out of the case and look for the 2 LEDs on the circuit board. I will provide Examples below of the LEDs we are looking for.

If these LED lights are both on, then the unit should be sending a signal. If these are both off however, then there is an issue with the board, or the power supply and it will need to be sent in for repair. If this is the case, we recommend you set up an appointment with a technician to assist you with this. We can explain the process and send out a guide on how to properly remove the gateway and pack it safely for shipping.

If unable to resolve:

If after you have followed these steps and haven’t gotten equipment online, the next step is to set up a time with one of our technicians to troubleshoot over the phone. It is critical that the person talking with our team is on-location with the equipment during the call. We will not be able to troubleshoot further without direct access to the equipment.