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WiFi Troubleshooting Guide for Entry Sensors

Emily Tallon
  • Updated

This document helps solve the most common issues when a Density sensor fails to connect to a WiFi network.

 

Unit Setup App unable to find the sensor

If you are unable to scan for the sensor, please:

  1. Confirm you have downloaded Density’s Unit Setup app to provision the sensor to WiFi. The app icon should be silver.
  2. Confirm that the Bluetooth dongle is connected to the back of the sensor.

Step 1 - Confirm LED light color

The Density sensor LED light, located at the front of the sensor, provides helpful statuses for diagnosing issues. If the sensor light is not white, review the chart below to determine recommended next steps.

 

Step 2 - Review WiFi limitations

Density sensors do not support some WiFi networks. You can learn more in our Networking and Power Requirements Guide. Check to make sure the network you are attempting to connect to is:

  1. Not a 5 GHz Network
  2. Not a Hidden Network
  3. Not a Captive Portal
  4. Whitelisting has been done for any corporate firewalls

Not a 5 GHz Network

To find out whether you need to connect to a different WiFi network to set up your Density sensor, go to Settings>WiFi (or Wireless & Networks) on your smartphone. How many WiFi networks do you see that belong to you?

  1. I see ONE network: If you only see one WiFi network name that belongs to you, you can proceed with setting up your Density sensor with this WiFi connection.
  2. I see TWO or more networks: If you see two or more WiFi network names that belong to you, then one may be a 5 GHz band.

Not a Hidden Network

A hidden network is one that can not be found by scanning when trying to connect via computer or phone (you must manually type in the network name to connect).

 

Not a Captive Portal

A captive portal is a web page that is displayed to newly connected users of a WiFi or wired network before they are granted broader access to network resources. For example, when you connect to the WiFi at an airport and it prompts you to enter your information before providing access.

 

Corporate Firewall

You will need to whitelist the sensors’ MAC addresses (can be found on the box) and/or necessary IP addresses. For additional details, see this article.

 

Step 3 - Confirm Power

  1. Confirm that the sensor is getting enough power (PoE+ injector or switch with at least 30W per port). You should be able to diagnose if the sensor is in low power mode by the LED color.
  2. If using POE+ Injector, confirm the sensor is connected to the “Data & Power Out” jack. “Data In” can be left unoccupied if using WiFi, or can be connected to a router if using the router for data.
  3. Confirm switch is on (most switches have a green LED when the switch is on). Confirm the port that you are plugged into has an adjacent LED light on.
  4. Confirm cable is correct. Check the cable is Cat5e or above.

Step 4 - Run Validation Report

Use Density’s Unit Setup App to run a validation report, which will show which part of the setup process is failing.

 

To run a Validation Report of the sensor:

  1. In the Unit Setup app, scan for the sensor
  2. Select Validate
  3. Tap Run Validation
  4. Screenshot the report and include it in an email to support@density.io 

For Validation Report if you see one of the following statuses, see

Validation Failures and steps to resolve:

  • WiFi Dongle not found
  • DNS failed
  • Internet available failed

WiFi Dongle not found

Solution: Confirm that the dongle delivered with the sensor is plugged in. Try pulling out the dongle and plugging it back in to make sure it is completely seated in the sensor. If the dongle is missing, email support@density.io.

 

DNS failed

Confirm the WiFi network you are trying to connect to has access to the Internet. Test this by connecting your phone to the same network.

 

Internet available failed

Confirm the WiFi network you are trying to connect to has access to the Internet. Test this by connecting your phone to the same network. If the WiFi network works on the other device, refer to the Reboot and Network Disconnect section.

 

Common Error Messages

Below is a list of potential WiFi issues and steps to resolve:

  1. SSID Not Found
  2. Unit cannot register an authentication agent
  3. Sensor unable to reconnect to WiFi after previously being online successfully

<SSID> not found

You may have received this error during the setup process using Density’s Unit Setup App

Confirm that:

  • SSID (Network name) is entered correctly (case-sensitive).
  • Note: There may be an unintentional space at the end of the name. Select the end of the network name and backspace to confirm.
  • WiFi network is not supported. Review the list of WiFi limitations in Step 3

If that does not resolve the issue, refer to the Reboot and Disconnect section.

 

Unit cannot register an authentication agent

If you received this error during the setup process using Density’s Unit Setup App, refer to the Reboot and Disconnect section.

 

Sensor unable to reconnect to WiFi

If the Density sensor has dropped offline after previously connected to the WiFi network, confirm that:

  • Sensor LED light color is white. If another color, follow next steps based on chart
  • Check if your access point is online. You can do this by trying to connect your smartphone to it
  • If that does not resolve the issue, refer to the Reboot and Disconnect section

Reboot and Disconnect

Network Disconnect as a last resort if other solutions are not successful.

Network Disconnect

  1. In the Unit Setup app, scan for the sensor
  2. Select sensor and then tap Network Disconnect
  3. Select Let’s do this to proceed
  4. Once disconnected, go through the WiFi setup process again via the Unit Setup app

 

If the sensor is still unable to successfully connect to WiFi, refer to the Density Support section.

 

Density Support

If you have completed the recommended resolution steps and the sensor is still unable to connect to your WiFi network, please reach out to Density to support.

To ensure we are able to address your issue efficiently and expeditiously, please email support@density.io with the following information:

  1. Serial number
  2. LED light color
  3. Network Details
  4. Validation Report

To retrieve Network Details:

  1. In the Unit Setup app, scan for the sensor
  2. Select Network Details
  3. Select Gather Network Info

 

To retrieve Validation Report:

  1. In the Unit Setup app, scan for the sensor
  2. Select Validate
  3. Tap Run Validation
  4. Screenshot the report and include it in your email

 

 

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