Modem Millie and GWBR1 Troubleshooting Guide
Please follow these steps if you are not able to connect to your controller.
First step. Physical checks.
Are the modem’s lights turning on when it’s plugged into a power outlet? If not, the modem may not be receiving power. If possible, plug it in to another outlet. If the modem still doesn’t light up, please call 888-455-6641 and inform your tech support specialist that the modem isn’t powering up at any outlets. They will advise you on the best next steps.
Are the antennae firmly in place?
They don't have to be tight; they just can't be loose.
Is it connected to the controller or PLC?
Check the LAN cables. Are they plugged in from the modem to the enclosure, and from the outside of the enclosure to the control box? Does it look frayed or broken?
Power off your controller and unplug the modem power supply.
Important: wait for 90 seconds before you reconnect the power to the controller and modem.
Restore power to the controller and modem. Give it a few minutes to establish a cellular connection. If there is poor cellular reception in the area, the modem may take longer to establish a connection.
Is the modem hot to the touch? If it is hot, try another power outlet. If it remains hot while plugged into another power outlet, please give us a call at 1-888-455-6641 or email us at modems@aquaphoenixsci.com.
Is there anything nearby that is strongly magnetic or uses a lot of power? The best way to make sure that it isn’t causing interference is to move the modem further away from the source of potential interference.
Is there typically a weak cellular signal in the space that the modem occupies?
If you know who the data provider for your modem is, this can be determined by finding out if anyone using the same service has any trouble with internet on their cell phones. A Speed test by Oookla can give us good information, and timing a google search can also give us an idea. The carrier has to be the same on the phone and the modem .
You may have to extend the antenna or move the modem to a more open space, or to an outside wall. For low loss extension cables and high gain antennas please give us a call.
If the modem seems to be acquiring a signal (the lights are solid, and you believe that it is indicating a signal as expected) but you cannot connect to the controller. Check the controller ethernet settings. They should match the settings described in your installation guide. If the settings are correct, replace the LAN cable. If it still won’t communicate and the settings are correct, and you’ve replaced the LAN cable please call 888-455-6641 and ask your support specialist to check the online status of your modem. We can also provide information from the installation guide if you no longer have access to it.
Has anything else changed?
Have new walls or equipment been installed near the modem? Are there any newly constructed buildings or metal roof or wall coverings nearby?
You may have to extend the antenna or move the modem to either a more open space, or an outside wall. Please give us a call to inquire about low loss extension cables and high gain antennas.
Has there been recent major storm activity in the area?
Call to let us know if there were major storms right before losing connection so that we can troubleshoot your device, check outage maps, or submit outage reports to the cellular carrier.
Are there a significant amount of people on site or in the area who were not there before? Examples would be; large influx of temporary employees or new hires, new neighborhoods or new businesses nearby with a significant number of employees.
A decline in signal strength can result from tower strain. If the above situations are temporary, it could result in signal loss for the interim. If there is a permanent change that has significantly increased cellular use in the area, it could help to try a high gain antenna or to move the modem to a more open location.
Can the modem be moved, or can a corded antenna be attached to get to where there may be a better signal?
Can we get a corded antenna (or preferably the modem itself) to an open space?
How far would it have to go to get there? Over 100 feet is too much for corded antenna. Over 300 feet is too much for LAN.
Can the modem be moved away from electrical interference?
Are there other nearby obstructions like towers, buildings, hills/mountains, or even dense trees.
It could help to send photos of the immediate area or photos of places where it could be placed. Sometimes we can completely solve these issues by looking at a photo of the area and telling the technician to "place the modem over there."
If all of the above steps have been ruled out. Uninstall the modem and bring it (with the antennas) to a location where you know that there should be a strong cellular signal with the top four US carriers, AT&T, Verizon, T-Mobile, and US Cellular. Make sure that the antennas are attached and then plug the modem in to a power outlet. Call us at 1-888-455-6641 and we’ll see if we can contact the modem. If we can reach the modem in this new location that will tell us that the signal problem is related to where it is installed. If we cannot reach the modem, we’ll be better able to narrow down the causes of the connectivity problems.
Modem tech support can be called at 1-888-455-6641 or emailed at modems@aquaphoenixsci.com.