Neptune 13458-000, Installation And Maintenance Manual

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Files Missing for Days
If files are missing for a number of days, this means that there
is a problem with cellular communication or that the Gateway
has stopped operating.
If files are missing for a number of days, complete the following
steps before calling Neptune Customer Support.
1. Try to reboot the Gateway that has missing files by
disconnecting the black power connector from the bottom of
the Gateway unit.
2. Wait until all LEDs are off, and then reconnect the power
connector. See "Activating the Gateway System" on page 41.
3. Wait the appropriate amount of time, as defined by the transfer
interval in the configuration file, which is the standard amount
of time needed for the unit to configure and send packets. The
packets should appear on the N_SIGHT PLUS host server.
4. After the appropriate amount of time, if there are still no files,
call your cellular provider to be sure that the service is active.
5. If the previous steps have been completed without success,
call Customer Support at (800) 647-4832, and then select
Option 2 . See "Contacting Customer Support" on page 75.
Using a USB Drive to Retrieve Gateway .TAR Files
If you are still unable to establish communications with a
Gateway, you can use a USB flash drive to retrieve the .TAR files
directly from it as follows.
The USB flash drive that you use for this procedure must be
blank.
1. Go to the Gateway site.
2. Loosen the screws on the Gateway cover.
3. Open the Gateway.
66 R900 Gateway Installation and Maintenance Guide
Chapter 5: Gateway Monitoring