NoWire

Troubleshooting System Offline

OVERVIEW: NoWire 1100 Series

The NoWire 1100 series was the earliest iteration of the NoWire product line. It was sold with 3 variations depending on the method in which you were to connect the device to the internet. I have broken out each of these below and given steps on how to correct each one. Before that however, there is a basic checklist that can be done on all device types that can could cause the system to be offline:

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

• There are 2 power supplies for each system. Are both still plugged in?

• Have you attempted to reset the device yet? Remove both power plugs and plug them back into the outlet?

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

NoWire 1100 with GSM Cellular Modem:

The Cell modem version has a few possibilities on what could cause the system to fail to report in. Below is a list of common issues:

• Poor or low cell signal

• Damage to the Antenna (x2)  

• Sim Card Deactivation

• Sim Card Missing

• GSM Cell equipment failure

Fig. A: NoWire 1100 and a 4G GSM Cell Modem.

Here are the steps you should take to test each of the items above and verify the problem. 

1. Verify the two antennas are secure to the modem and that the copper wire on the inside of the plug isn’t stripped back and pulled out of the sleeve. Inspect for damage.

2. Open the Sim Card slot on the top of the modem and verify that it is there and that it has been dislodged from the black harness it sits in.

3. Verify there has not been anything covering up the modem and NoWire display such as boxes, items containing metals like car parts, bikes, storage in General. Cell signals need to get out and when surrounded by items it can cause signal gaps.

4. If you followed everything up to this point and everything is connected and undamaged, you will then need to open the NoWire box itself and go to the system items tab and check the modem status:

5. Using a phillips head screwdriver, remove the 4 screws on the cover of the NoWire device to expose the circuit board.

6. Press the “Change” button, then press “Next” when prompted for a passcode. Press “Change” when you see system items.

7. Now that you are in the systems Items menu you will see the firmware version number. Press “Next” until you see GSM Cell Status.

8. If you see “Modem not found” this is an equipment failure and you will need to check the serial cable connecting the modem and NoWire and verify it hasn’t been pulled loose. If this isn’t the case, then your device is no longer functional and will need to be replaced if you wish to continue to use the web portal function. Production of this model device and its parts ended at the beginning of 2019. No replacement parts available. 

1. If you see a “Failed to send Data” This is a reception issue and you will need to move the NoWire and Cell Modem to a location that has better access to cell signals.

Fig. B: NoWire 1100 With faceplate removed

NoWire 1100 with Web Connect Module (Wifi):

The Wifi version of the web connect box usually is a result of two issues. Usually caused by a change in the network (Wifi password changed / the system it was connected to has moved out of range), or there is a device failure. If there was a change in the network and you need to reconnect to the Wifi, please follow our guide on Youtube which walks you through setting your wifi password. If there has been no change in the network, you will then need to check the system items menu to verify the equipment status.

NoWire Instructional Series - Wifi Configuration

https://www.youtube.com/watch?v=UXnxWVnZme4

NoWire System items Equipment Check

1. Using a phillips head screwdriver, remove the 4 screws on the cover of the NoWire device to expose the circuit board.

2. Press the “Change” button, then press “Next” when prompted for a passcode. Press “Change” when you see system items.

3. Now that you are in the systems Items menu you will see the firmware version number. Press “Next” until you see GSM Status.

1. If you see “Modem not found” this is an equipment failure and you will need to check the serial cable connecting the modem and NoWire and verify it hasn’t been pulled loose. If this isn’t the case, then your device is no longer functional and will need to be replaced if you wish to continue to use the web portal function. Production of this model device and its parts ended at the beginning of 2019. No replacement parts available.

NoWire 1100 with Web Connect Module (Ethernet):

The Ethernet version of the web connect box usually is a result of two issues. Usually caused by a change in the network (Ethernet cable unplugged / Damaged, the system it was connected to uses a static IP system and locked the port), or there is a device failure. Verify that the ethernet cable has not been unplugged, that there are lights active on the ethernet port of the webconnect when it is attached, and that this is on an open dynamic IP port where the signal can get through (your IT people will know what to do). If there has been no change in the network, you will then need to check the system items menu to verify the equipment status.

NoWire System items Equipment Check

1. Using a phillips head screwdriver, remove the 4 screws on the cover of the NoWire device to expose the circuit board.

2. Press the “Change” button, then press “Next” when prompted for a passcode. Press “Change” when you see system items.

3. Now that you are in the systems Items menu you will see the firmware version number. Press “Next” until you see GSM Status.

1. If you see “Modem not found” this is an equipment failure and you will need to check the serial cable connecting the modem and NoWire and verify it hasn’t been pulled loose. If this isn’t the case, then your device is no longer functional and will need to be replaced if you wish to continue to use the web portal function. Production of this model device and its parts ended at the beginning of 2019. No replacement parts available.

If you have followed the guide pertaining to your specific device and are in need of a NoWire upgrade to fix your issue, please reach out to our sales department and let them know you need an upgrade which we can sell at a reduced cost for existing NoWire customers. You can reach them at Sales@submetersolutions.com

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.

Schedule a time to talk:

https://submetersolutions.zohobookings.com/#/customer/service 

OVERVIEW: NoWire 2100 Series

Fig. C: NoWire 2100 with Netgear Cellular Modem

The NoWire 2100 series is the latest iteration of the NoWire product line. It comes with ethernet capability and Wifi built in, as well as a Cellular option using a Netgear Cellular modem. I have broken out a guide for each connection type below and given steps on how to correct each one. Before that however, there is a basic checklist that can be done on all device types that can could cause the system to be offline:

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

• There are power supplies for each system (one on the NoWire and one for the Netgear Modem). Are both still plugged in?

• Have you attempted to reset the device yet? Remove both power plugs and plug them back into the outlet? 

• Is the correct power supply going to the correct device? Make sure not to mix up power supplies. The NoWire device and Netgear have different power requirements and the NoWire will not work properly with the wrong one. The Netgear one will say Netgear on it.

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

NoWire 2100 with Ethernet:

The Ethernet connection loss is usually a result of two issues. Usually caused by a change in the network (Ethernet cable unplugged / Damaged, the system it was connected to uses a static IP system and locked the port), or there is a device failure. Verify that the ethernet cable has not been unplugged, that there are lights active on the ethernet port of the NoWire when it is attached, and that this is on an open dynamic IP port where the signal can get through (your IT people will know what to do). If there has been no change in the network, you will then need to check the system items menu to verify the equipment status.

NoWire System items Equipment Check

1. Using a phillips head screwdriver, remove the 4 screws on the cover of the NoWire device to expose the circuit board.

2. Press the “Change” button, then press “Next” when prompted for a passcode. Press “Change” when you see system items.

3. Now that you are in the systems Items menu you will see the Ethernet status.

1. Watch the ethernet status loop and verify you see “Web ok”. During this loop it will attempt to make multiple connection attempts over and over again and it should tell you what the issue is Timed out, unable to grab IP, etc. If you get any of these errors, set up a time with a service tech to do a system walkthrough over the phone.

2. Not common, but there is another issue that can cause connection issues. This is called MODBUS mode. This is easy to fix and know if you have this issue. When you log into the system items menu and if you see MODBUS as the first thing that shows up, just press “Change”, followed by “next” to highlight “No” then press the back button 2 times. Then press “Change” and you should see ethernet status.

NoWire 2100 with Wifi:

The Wifi connection loss is usually a result of two issues. Usually caused by a change in the network (Wifi password changed / the system it was connected to has moved out of range), or there is a device failure. If there was a change in the network and you need to reconnect to the Wifi, please follow our guide on Youtube which walks you through setting your wifi password. If there has been no change in the network, you will then need to check the system items menu to verify the equipment status.

NoWire Instructional Series - Wifi Configuration

https://www.youtube.com/watch?v=UXnxWVnZme4

Note - This can also be found in your NoWire manual supplied with the NoWire when it was sold.

NoWire System items Equipment Check

1. Using a phillips head screwdriver, remove the 4 screws on the cover of the NoWire device to expose the circuit board.

2. Press the “Change” button, then press “Next” when prompted for a passcode. Press “Change” when you see system items.

3. Now that you are in the systems Items menu you will see the Wifi status. This shares the same area as Ethernet status so if you see that first just wait a minute and Wifi will rotate in after.

1. Watch the Wifi status loop and verify you see “Web ok”. During this loop it will attempt to make multiple connection attempts over and over again and it should tell you what the issue is (timed out, unable to grab IP, etc.) If you get any of these errors, set up a time with a service tech to do a system walkthrough over the phone.

2. Not common, but there is another issue that can cause connection issues. This is called MODBUS mode. This is easy to fix and know if you have this issue. When you log into the system items menu and if you see MODBUS as the first thing that shows up, just press “Change”, followed by “next” to highlight “No” then press the back button 2 times. Then press “Change” and you should see Wifi status.

NoWire 2100 with Netgear Cellular Modem:

The Cell modem version has a few possibilities on what could cause the system to fail to report in. Below is a list of common issues:

• Poor or low cell signal

• Sim Card Deactivation

• Sim Card Missing / dislodged

Here are the steps you should take to test each of the items above and verify the problem. 

1. Verify the Netgear Modem as Either a green LED for newer models, or that you have at least 2 bars of signal (bare minimum).

2. Open the Sim Card slot on the underside of the modem and verify that it is there and that it has been dislodged from the metal harness it sits in. All pins need to be connected on the sim or it doesn’t work

3. Verify there has not been anything covering up the modem and NoWire display such as boxes, items containing metals like car parts, bikes, storage in General. Cell signals need to get out and when surrounded by items it can cause signal gaps.

If you followed everything up to this point and everything is connected and undamaged, and that you have good signal on the netgear box, you will then need to open the NoWire box itself and go to the system items tab and check the ethernet status:

NoWire System items Equipment Check

1. Using a phillips head screwdriver, remove the 4 screws on the cover of the NoWire device to expose the circuit board.

2. Press the “Change” button, then press “Next” when prompted for a passcode. Press “Change” when you see system items.

3. Now that you are in the systems Items menu you will see the Ethernet status.

1. Watch the ethernet status loop and verify you see “Web ok”. During this loop it will attempt to make multiple connection attempts over and over again and it should tell you what the issue is Timed out, unable to grab IP, etc. If you get any of these errors, set up a time with a service tech to do a system walkthrough over the phone.

2. Not common, but there is another issue that can cause connection issues. This is called MODBUS mode. This is easy to fix and know if you have this issue. When you log into the system items menu and if you see MODBUS as the first thing that shows up, just press “Change”, followed by “next” to highlight “No” then press the back button 2 times. Then press “Change” and you should see ethernet status.

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.