Troubleshooting overview
Applies to SiteSync StandardEnterprise ManagementField App
SiteSync continuously monitors your fleet and surfaces problems as they arise. Start here to orient, then jump to the specific problem.
Device statuses
Section titled “Device statuses”Statuses are mutually exclusive (see Health metrics):
- Online — reporting normally.
- Never Activated — added but has not yet joined the network.
- Missed Check-in — has not checked in within its expected interval (formerly “Offline”).
- Decode Error — messages arrive but can’t be decoded.
- Other — any remaining state.
Battery and signal are separate flags layered on top — a device can be Online and still flagged Needs Attention.
Where to start
Section titled “Where to start”- Open the device page and read the Status panel and Alerts.
- For “not reporting” problems, open View Full Diagnostics and read the Communication Flow left to right.
- Match your symptom below.
Symptom → fix
Section titled “Symptom → fix”| Symptom | Likely layer | First check | Guide |
|---|---|---|---|
| Never Activated | Device or network server | Join credentials and activation | Device never activated |
| Missed Check-in | Radio, power, or interval | Last Seen vs expected interval | Device missed check-in |
| Decode Error | Decoder or profile | Decoder assignment and payload | Decode error |
| MQTT disconnected | Infrastructure | Broker reachability and credentials | MQTT disconnected |
| Downlink queued | Device class or uplink timing | Device class and latest uplink | Downlink remains queued |