Devices Offline

Single Device is Offline

There are various reasons for this.

• Wifi issue - check the connection in https://unifi.ui.com/> Client Devices by matching the IP address in the dashboard, the following will give you an indication if it's a network issue:
  • See if it's online in Unifi
  • See if it's signal strength is over -75dB (as in between -20dB and -75dB)
  • Click on the Device > Overview > Test Latency and see it responds
  • If no response then ssh into the local hub and try to ping the IP address
• Hub connection issue - if the above checks out OK then it could be the connection between the hub and device:
  • Ensure the device is set to be connected to the correct hub in the dashboard
  • Advanced: check the hubs DB to see the device is in there
  • Restart the axxs-hub process to restart all connections. Always get permission from the development team if you do this as it should not ordinarily be required.
• No power to device - if https://unifi.ui.com/ shows the device is offline, then you will need to check the device is powered up, as in are there lights showing on the device. If not, then an onsite technician will need to investigate.

Close Group of Devices is Offline

This is most likely a power issue if units next to each other go offline simultaneously. It could also be an issue with a wireless access point they are all connected to.

1. Open the cabling plan for the site which would have been created when the site was installed. This should be in the facility's folder or from https://my.groundplan.com/projects/open
2. Inspect the path of the cabling run and if all offline devices are on the same path then a power issue is the most likely. 
   1. If a multiplexer is being used then open the multiplexer page in the dashboard and check how much current is being drawn from the channel. This should be between 80 to 200mA per device.
   2. If a Shelly power control device is connected, then check the Shelly Dashboard for current draw (if available) to see if it's in the correct range.
3. If the the power level is very low (<80mA or 1W in total) or 0V/0W then the bus insn't being powered at all. The most likely cause here is a fuse being blown or a cable break.
4. Power cycle devices on the channel they are connected to (see below)
5. If the devices don't come online after 5 minutes, then check the wireless network. If devices are connecting to a Wireless Access Point (WAP) that is powered up but not connected properly to the network this will prevent it from communication effectively:
   1. Go to https://unifi.ui.com/ and select the site
   2. Unifi Devices and ensure all are online
   3. System Log > AP and ensure there haven't been any AP outages
6. If only some devices at the end of a cabling run are offline, then it is likely the the power cabling has become broken or disconnected around this area.
   1. An onsite technician will need to inspect the cable from the last device that is powered correctly. Check the cable leaving this device is correctly installed.
   2. Then check the cable on the first unpowereed device is correctly installed.
   3. If both the above are good, then use a multimeter to check the DC voltage at both locations are at least 10V.
   4. If there is no voltage then the likely cause is a cut cable, which will need to be replaced.
   5. If there is a low voltage then either :
      1. the cable is too thin - new thicker cable or another cable run from Power Supply Unit (PSU)
      2. there's too many devices on the cable - another cable run from PSU needed
      3. a device on the cable is mulfunctioning and drawing too much current - replace device

Power Cycle Devices

Traditional Power Supply Unit (PSU) when onsite

1. Remove the +ive (red) terminal from the battery (if available)
2. Cut power to the device either by the internal power switch (red lit switch), unplugging from the PSU (if available) or by turn the wall switch off
3. Wait 10 seconds
4. Power the device back up (switch on or connect to power)
5. Plug in the +ive battery terminal
6. If using normal fuses then check the fuse lights that are wired in to circuits are lit and replace any fuses of those that are not.
7. Resettable fuses will reset after a power cycle, if they do not then there is likely a current overload issue.

Traditional Power Supply Unit (PSU) via Shelly

1. Login to the Shelly Dashboard
2. Shelly devices either control:
   1. The power going into a PSU and show the power usage. This setup cannot have internal batteries and should have a Uninterruptible power supply (UPS) externally, but it does show the current draw.
   2. They are connected to the 'fire relay' internally to the PSU and control the PSUs internal relay. These can have an internal battery but won't show the power usage.
3. Use the Shelly interface to turn off the power to the PSU and then turn on again after at least 10 seconds

AxxS Multiplexer

1. Login to the axxs.tech and select the correct site (top right)
2. Site > Devices and search for the multiplexer
3. Check the currents on each channel to see if they're close to what they should be and make a note
4. Select the channel(s) you want to power cycle > Action > Turn off
5. Wait at least 10 seconds then select the same channel(s) > Action > Turn on