Cases and Resolution Procedures

Here you can find the most common problems you can have while getting AllUnite service.

Symptom / Problem 

Action / Troubleshooting

Box is Offline in RMS Teltonika

  1. Check the internet connectivity issue:

  • If sim cards connection is used, check with the provider the sim card status and available data capacity

  • In case of LAN connection, check the network status with the provider.

2. Check the screen status and electicity connection.

3. Wait for 3 hours. The sensor will be rebooted automatically in 3 hours since registered offline.

4. If issue is not solved, on-site inspection is required

AllUnite remotely checks if there is a problem with a sim card (In case AllUnite provides sim-cards). If issue is not solved, on-site inspection is required.

No data on the dashboard

Possible reason:

  1. The sensor is offline in RMS Teltonika. See appropriate problem solving actions.

  2. The sensor is online,but wrong mapping. Write to jcd-support@allunite.com with “Data issue” in the subject.

On-site inspection Actions

  1. Make the Hardware inspections by checking that all devices are connected properly and according to the Installation guide. Check connections, indicators, sensor integrity.

Teltonika RUT240 front and back view:

Symptom / Problem 

Action / Troubleshooting

All box indicators are not lit

  • Check power cable

  • Check the socket

  • Check socket power supply

  • Try another outlet

  • Replace power cable

  • Replace sensor

Cellular network indicators are not lit / blinking

  • Check if the SIM card is correctly installed

  • Check if the cellular network antenna is installed correctly, at the correct location

  • Replace the antenna

  • Replace SIM card

  • Replace sensor

Box is damaged

Replace sensor

2. After the hardware inspection is finished, connect to the hidden network to continue the inspection and check the sensor statuses.

To connect, please use the following credentials:

SSID: allunite-setup-XXXX

Where XXXX is the last four symbols of the needed sensor MAC address

Password: ********-should be asked from JCDecaux operations

Correct MAC address of the sensor you can find:

  1. On the label of the sensor (pic below)

  2. In monitoring system – RMS* (pic below)

Please, follow the steps to connect to a hidden network (according to your operating system and device):

iOS:

  1. Select Settings > Wi-Fi > Other.

  2. Enter the network name, security type, and password. Tap Join.

Android:

Setting menus differ for each device. In most cases, you can follow this procedure to connect to a hidden network:

  1. Select Settings > Wi-Fi > Add Wi-Fi network.

    1. Enter the network name (SSID), security type, and password. Tap Connect.

Windows 10:

  1. In the lower-right corner of your screen, click the WiFi icon.

  2. Click Network Settings > Wi-Fi > Hidden Network > Connect.

  3. Enter the SSID

  4. Click Next.

  5. Enter the network security key (password). 

  6. Click Next.

Windows 8:

  1. In the lower-right corner of your screen, click the WiFi icon.

  2. Click Open Network and Sharing Center.

  3. Select Set up a new connection or network.

  4. Click Next.

  5. Select Manually connect to a wireless network.

  6. Click Next.

  7. Enter the Network name, Security type, Encryption type, and Security Key (password). 

  8. Click Next.

Windows 7, Vista:

  1. Select Control Panel > Network and Sharing Center > Manage Wireless Networks.

  2. Click Add > Manually create a network profile.

  3. Enter the Network name, Security type, Encryption type, and Security Key (password). 

  4. Select Start this connection automatically.

  5. Select Connect even if the network is not broadcasting.

  6. Click Next.

Linux:

  1. Open the system menu.
    For more information, refer to your device’s user manual.

  2. Select Wi-Fi Not Connected.
    The Wi-Fi menu displays.

  3. Click Wi-Fi Settings > Connect to Hidden Network.

  4. In the Connection drop-down list, select New.

  5. Enter the Network name, Wi-Fi security type, and password.

  6. Click Connect.

Mac OS X:

  1. In the upper-right corner of your screen, click the WiFi icon.
    A network menu appears.

  2. Click Join Other Network.

  3. Enter the Network Name, Security type, and Password. 

  4. If you want to automatically connect to this network in the future, select Remember this network.

  5. Click Join.

If you can’t connect to the SSID:

  • Check power led. If it is off, check the power connection

  • Check the connectivity at Wi-Fi antenna connector

Diagnostic and troubleshooting capability

After connecting to the hidden network, you need to open the information page of the sensor in the browser. To do this, you need to open a browser, enter the address - sensor.allunite.com (alternatively 192.168.9.1/cgi-bin/luci/allunite) in the address bar, an information page should open (example below)

AllUnite Box Information:

Basic information about the sensor

Box MAC

MAC of current sensor

Serial

Serial number of current sensor

Firmware version

Version of the installed firmware

Uptime

Uptime time 

Mobile connection

The Mobile section displays information about the mobile connection and the SIM card in use.

Sim card state

The current SIM card state. Possible values are:
Ready - SIM card is inserted and ready to be used

  • Inserted - SIM card is inserted

  • Not inserted - SIM card is not inserted

  • Unknown - unable to obtain SIM card state value. Possible communication issue between the device and the modem

IMEI

Unique number for identifying a sensor

ICCID

ICCID of the inserted SIM card

Data connection state

Indicates whether the device has an active mobile data connection

Data connection uptime

Time of the connection 

Signal strength

Received signal strength indicator (RSSI) measured in dBm. Values closer to 0 indicate a better signal strength

Connection type

Mobile connection type. Possible values are:

  • 2G: 2G (GSM), 2G (GPRS), 2G (EDGE)

  • 3G: 3G (WCDMA), 3G (HSDPA), 3G (HSUPA), 3G (HSPA), 3G (HSPA+), 3G (DC-HSPA+), 3G (HSDPA+HSUPA), UMTS

  • 4G: 4G (LTE)

  • N/A - not possible to determine at the moment

Operator

Network operator's name

Operator state

Shows whether the network has currently indicated the registration of the mobile device. Possible values are:

  • Unregistered - not registered to a network and the device is not currently searching for a new operator to register to

  • Registered (home) - registered, home network

  • Searching - not registered to a network, but the device is currently searching for a new operator to register to

  • Network denied - registration to network denied by operator

  • Unknown - operator state is currently unknown

  • Registered (roaming) - registered to network, roaming conditions

RMS Status

Status

Enabled - the device attempts to connect to RMS every 2-5 minutes (every 2 minutes the first hour; then every 5 minutes). If it cannot connect for 14 days, it will enter Standby mode.

Standby - the device attempts to connect to RMS every 6 hours.

Disabled - RMS functionality is disabled.

Connection state

Current connection state

Connected – sensor connected to RMS

Connecting – sensor trying to connect to RMS

Disconnected – sensor disconnected from RMS

Devmon status

Status

Shows status of the monitoring devmon. Possible values are:

Running – Daemon is running

Stopped – Daemon is stopped due to some reason. In that case, sensor will not monitor 

Status of the monitoring process 

Last sending attempt

The last time when there was an attempt to send data to the server

Last successful sent

The last time there was a successful attempt to send data to the server

Offline cache

Data stored on the device for sending

Possible actions with the sensor

If we have any problems with the sensor or the sensor is offline, we can perform manipulations to return the sensor to its working state

Restart Modem

Reboots the device's cellular module

Restart RMS Connection

Restarts connection to RMS server

Reboot router

Reboots sensor

Refresh

Refreshes all information fields on the page

For more detailed information you can click “Go to Overview page” with the view like on the picture below

Wrong statuses with actions to perform

Symptom / Problem 

Action / Troubleshooting

Sim card state - Unknown \ Not inserted

  1. Restart Modem. If it did not help, go to the next step. 

  2. Reboot modem

Operator state - Unregistered \ Network denied \ Searching

  1. (Re)register. If it did not help, go to the next step.

  2. Restart Connection if not helpgo to the next step.

  3. Restart Modem

Devmon status - Stopped 

Reboot modem

Sensor Offline in RMS

  1. Check RMS status

  2. If Disconnected \ Connecting – restart RMS connection if not helpgo to the next step.

  3. Reboot router

If an issue was not resolved, please immediately contact our Technical Support team: