Summary

This section contains general troubleshooting for hardware and common use-cases for the IG21.  If these troubleshooting steps fail to resolve the issue. Please reach out to Support (industrial-support@samsara.com) and our customer support engineers will be able to assist.

Hardware Troubleshooting Use Cases

Problem Description

Possible Solutions


Gateway Blinking Orange (Cloud Connectivity)

  • Re-seat antenna and make sure the antenna is properly screwed onto the IG21. Confirm that the antenna is labelled LTE

  • Check cellular coverage - An array or directional antenna may improve connectivity in areas with low coverage. IG21 Install Guide . Use a signal meter to check that the gateway location has an adequate cell signal strength

  • Confirm Wifi Access (if applicable) - Set up Local WiFi SSID and credentials in the settings page of the Samsara cloud platform. Ensure that the device is able to connect to the access point or is white-listed for any device filtering.

  • Confirm Ethernet settings (if applicable) - Confirm that Ethernet is securely connected. If DHCP is unavailable, make sure to assign the device a Static IP (Gateway Settings page).

  • If all above methods fail - Connect IG21 to an ethernet drop with a dynamic IP address so it is able to access the internet. Leave it for 15 minutes and the gateway should recover.

Gateway Solid Orange

  • Power cycle the gateway  - Disconnect power, wait 20 seconds, reconnect power. Allow the device 1-2 minutes to get to a blinking orange or green state.

    Note: Several power cycles may be required.

Gateway No Light

  • Check power supply - 10-24 VDC, if possible try different power source or cable.

Third Party Data Source Not Reporting or Inaccurate

  • Verify gateway is online by checking the gateways page

  • Verify physical devices are configured properly and devices are correctly installed. 

  • Check the scaling to make sure the raw values are converted to readable units

  • Verify wiring and check the path of the wires for possible sources of electrical noise- Gateway Third Party Connections

  • Verify configuration is correct on both IG and Third Party Device - Set up Third Party Devices

  • View error messages if available. Modbus third party devices will display an error message with an unsuccessful test read. This can be done on one of the third party device registers.

  • Check power and physical connection. Check that both the IG and the third party device are powered. Check that all physical connections are secured and clear of any noise

If using ethernet, use the Ping feature on the gateway settings page to check communications. Ensure that the static IP for the gateway is using CIDR notation (ex: 192.168.1.1/24)

CIDR Notation Table

Ensure all communication settings are correct in the third party device settings page and in the gateway settings page where applicable

If Modbus, use the Test feature on a third party device register to check if it is parsing or if there are any modbus exception codes. Enter a Test Value equal to the register length

Modbus Register Test Button

Physical Damage

 Use-Case Based Troubleshooting Guide

Problem Description

Possible Solutions

Digital Inputs Inaccurate or Not Reporting

  • Verify data channel is configured properly. Navigate to Settings > Gateway > (...) > Inputs to verify input settings.

  • Verify wiring - IG21 - Wire Analog and Digital IO

Analog Inputs Inaccurate or Not Reporting

  • Verify data channel is configured properly as Voltage (0-10V) or Current (4-20mA). Navigate to Settings > Gateway > (...) > Inputs to verify input settings.

  • Verify Wiring - IG21 - Wire Analog and Digital IO