Troubleshooting a USB Wireless Sensor Adapter or USB Gateway

When setting up (or if your Gateway stops communicating) this article will be useful in troubleshooting your USB Wireless Sensor Adapter or USB Gateway.

Status

There is a Status displayed in the Monnit Link Configuration Utility which lets you know if the gateway is communicating with the PC.

Unknown: The gateway is not being detected by the Monnit Link Gateway Utility. It may be detected by the PC/USB Port, see above steps for using Device Manager to determine if the gateway is being recognized by the PC.
Idle: The gateway is communicating with the PC and Monnit Link Gateway Utility, but data is not reaching the iMonnit server.
Active: The gateway is communicating with the PC and Monnit Link Gateway Utility, and data is successfully reaching the iMonnit server.

Steps


  1. Confirm Windows 8 or 10 (Windows 7 and earlier may work but is not officially supported)
  2. Confirm the most recent version of the Monnit Link Gateway Configuration Tool 3.4.1.3 is installed. If there is a previous version, be sure to uninstall it and install this most recent version.
  3. Identify the model, original USB (shaped like a thumb drive) or USB Pro/Wireless Sensor Adapter (box with a USB cable going to the device).
    • If you have the older thumbdrive shaped USB Gateway, you may need to install this driver.
    • You may be able to identify this in iMonnit Online if your device has the following specifications:
      Gateway Type: USB Service
      Gateway Firmware Version: 3.3.2.2
      Radio Firmware Version: 2.3.0.0
  4. Make sure is recognized in Device Manager.
    • Launch Device Manager in Windows.
    • Locate the category Ports COM & LPT and expand it.
    • Connect the USB Gateway to a USB port on the PC (not a USB port expander/hub).
    • You will likely see the Device Manager window refresh.
    • Locate the device (likely labeled FTDI2x). If there is not yet an associated driver, the device may show up as an unrecognized USB device. As long as the device is recognized by the PC, continue.
    • If you disconnect and reconnect the cable from the USB port on the PC, you should see the Device Manager window refresh after each connection/disconnection. This is a good way to confirm that the device is being recognized by your PC. If you do not see Device Manager recognize the cable, test it on another PC by repeating steps above.
  5. The gateway may show under the Ports COM & LPT section, or USB Serial Devices. Confirm the Driver version is 2.12.28.
    • Locate the category Ports COM & LPT and expand it.
    • Locate the gateway device (likely labeled FTDI2x) item, right click, and select Properties.
    • Click the Driver tab.
    • Confirm the Driver Version is listed as 2.12.28.
  6. Stop Wireless Gateway Service (if it is currently running).
    • In the Monnit Link Gateway Configuration Tool v3.4.1.3 select Actions > Stop Local Service.
      Stop Local Service
  7. Start Wireless Gateway Service.
    • In the Monnit Link Gateway Configuration Tool v3.4.1.3 select the red Start Local Service button.
      Start Local Service
  8. Confirm the gateway is connected to a USB Port on the PC and not a USB Hub (to account for adequate power supply and communication).
  9. Restart the computer.

After restart

After restarting the PC, launch the Gateway Utility, be sure the service is started, and connect the gateway. You should see the Status listed on the Gateway Configuration Tool go from Unknown to Idle or Active. If you do not, follow the steps below.

  • Launch Monnit Link Gateway Utility.
  • Disconnect USB Gateway from computer.
  • Stop Wireless Gateway Service
    Stop Local Service
  • Start Wireless Gateway Service.
    Start Local Service
  • Physically connect wireless gateway to USB port.
  • Check the Status to go from Unknown to Active or Idle within several minutes.

Security and Permissions

Security and/or permissions for the user can prevent the device from communicating appropriately.

  1. Check security software and permissions to confirm the device can communicate on the USB port, and that there is communication allowed over TCP ports 3500 and 3000.
  2. Check that Wireless Gateway Service is running and listening on port 3500.
    • Launch Resource Monitor in Windows.
    • Select the Network Tab.
    • Confirm you see WirelessSensorGatewayService.exe under the Listening Ports section.
      Resource Monitor

If your gateway is detected by your PC, but unable to communicate with iMonnit Online


You can use the tool found in this article about the Communication Check Utility to test that the PC and network are able to find the iMonnit server and allow for communication on the appropriate port. If this test is successful, your PC and network are configured to allow for communication with the iMonnit Online portal.

First, reset the gateway to the default settings:
In the Monnit Link Gateway Utility Menu Bar, execute the following commands:

  • Clear Message Storage
  • Reform Network
  • Reset Default Configurations
    Actions Menu

Test with the Communication Utility:

  • Be sure your gateway has been [added to your iMonnit Online account](/support/knowledgebase/support-videos/adding-devices-on-imonnit-how-to-video/ "adding devices to iMonnit:).
  • Enter the ID of your gateway into the ID field.
  • Select USB Gateway for the type dropdown.
  • Leave the Use Defaults checkbox checked.
  • Click Check Communication.
    If the test succeeds, the PC and Network allow for communication to the iMonnit Online Portal.

Testing on another PC


If you are unable to get the PC to recognize the gateway or it will not communicate with the iMonnit Online Portal, you will want to test on another PC and/or another completely different network connection.

Conclusion


If after following the steps above, the gateway is not communicating with iMonnit Online, feel free to contact support@monnit.com for additional assistance.