Trouble-Shooting and Improving your System

Not receiving data? Try our trouble shooting steps:

Make sure the sensor has been activated:

1. During the initial setup process, take a close look at Step 2.
2. Each sensor has a button beneath the Tempy logo that wakes the device and connects it to the gateway for the first time.
3. Push and hold that button underneath the logo until you see an LED flash in the window of the device.
4. Now data should be flowing from the device.

Verifying Transmission:

1. If you’re not seeing data in your Tempy dashboard, then we should verify the device is communicating correctly.
2. Place the device on a flat surface within 5 feet of the gateway with a clear view. This will eliminate any possible interference for our test.
3. Wait 5 minutes to make sure the latest update is reflected on the site.
4. Log in to Tempy.io and verify that your device is visible and sending data.
5. If so, we know the device is working, and can move on to positioning it where we want to collect the data from.

Positioning the Device:

1. If the device transmits properly when placed near the gateway, we now need to find the optimal position for the device to collect data.
2. The optimal transmission will have clear line-of-sight between the device and the gateway, but there are a few things we can do to improve transmission in adverse conditions.
3. Try to avoid placing large pieces of metal or stone between the gateway and the devices. Sheetrock drywall will have a limited effect on range, but thick concrete walls can become a challenge.

Positioning the Gateway:

1. If the Tempy device’s position cannot be brought closer to the gateway, then the next best thing is to move the gateway closer to the Tempy device.
2. We suggest a small wifi repeater & ethernet bridge like this one that will let you move your gateway anywhere within your home wifi range.
3. Position the gateway and it’s wifi repeater in the same room as the Tempy for optimal results.

Gateway Troubleshooting:

1. Case 1 – Gateway is working properly and connected to your network.
2. Case 2 – Gateway is not getting power. To fix this case verify the micro USB cable is plugged into a working outlet, try using a different cable or USB power block and ensure the micro USB port on the Gateway is not damaged.
3. Case 3 – Gateway is not connected to your network (ethernet cable not detected). To fix this case verify ethernet cable is plugged into a working ethernet port on your router, ensure ethernet cable is not damaged, if possible, try a different ethernet cable, and try plugging the ethernet cable into a different router ethernet port.
4. Case 4 – Gateway is not getting an IP address from your network. To fix this case try plugging the ethernet cable into a different router ethernet port then try plugging device into a different router/network or rebooting your router. If the second step solves the issue, contact IT or your network administrator to reconfigure your DHCP server to ensure this device gets an IP address.
5. Case 5 – Gateway fails to connect to the Tempy servers. If your internet is not down, contact IT or your network administrator verify port 1883 is open.
6. Case 6 – Gateway can not connect to data.mcthings.com server. Contact IT or your network administrator to ensure data.mcthings.com can access to port 1883.
7. Case 7 – Gateway can not connect to management.mcthings.com server. Contact IT or your network administrator to ensure managment.mcthings.com can access to port 1883.
8. Case 8- Gateway is not working properly. Please contact us for additional support.

Understanding RSSI:

1. If you’ve gone through the steps, but a device still isn’t sending data, we can use the RSSI or Relative Signal Strength Indicator to start identifying issues.
2. RSSI is not the only variable that affects connection, but it’s a useful tool. In your Tempy Account, it is under the Status tab for the device, second from the bottom. Here.
3. If the RSSI is red or yellow, try bringing the device closer or moving the gateway to see if the connection stabilizes or improves.
4. If you’re still having trouble with any element of Tempy, please contact us for additional support.