FV696 Rev. B 07/29/20
Page 10
Problem
Possible Cause
Corrective Action
Endpoint
Device is not
communicating.
Device lost power.
Double check power connections and supply.
Y-cable was not connected.
Ensure that cable is securely connected.
Gateway disconnected.
See gateway troubleshooting.
Connected device is not
functioning.
Wiring error in Y-cable.
Ensure that cable is securely connected.
See Connected Device Troubleshooting Guide.
See Connected Device Troubleshooting Guide.
Faucet / Flush Valve
actuates, but does not
register on portal.
IR sensor not connected to endpoint.
Connect IR sensor to endpoint.
Gateway
Gateway appears
online and LoRa light is
on, but activations are
not registering on the
plumbSMART product
page.
Power cycle gateway.
Gateway is powered up
where status light flashes,
LoRa light is off.
No ethernet connection; no SIM card.
Reconnect ethernet or reinsert simcard, depending on device type.
Gateway was disabled in Senet.
Call customer support.
Building LAN has restricted access.
Contact organization IT department.
No lights are flashing.
Gateway is not powered.
Power gateway.
Portal
High daily use alerts.
Usage spiked.
Adjust threshold (possibly move to portal area).
Endpoint is not appearing
on portal.
Endpoint was not registered on plumbSMART.
Register device in plumbSMART.
Device is not
communicating alert.
See endpoint troubleshooting.
See endpoint troubleshooting.
Gateway is at extreme limit of communication
range.
Call customer support to verify signal strength. (Move gateway closer
to connected devices.)
Water usage does not
match reported usage.
Not paired with correct product type.
Call customer support.
Not enough water pressure.
Call building maintenance.
Swapped lids / labels.
Call customer support.
Omitted activations.
Gateway is at extreme limit of communication
range.
Call customer support to verify signal strength. (Move Gateway closer
to connected devices.)
Push button assembly is
leaking.
Compression fitting or nuts are loose.
Tighten nuts or fittings.
Piston O-ring is damaged.
Replace piston assembly.
Troubleshooting: Endpoint, Gateway, & Portal
For further assistance with troubleshooting, visit https://plumbsmart.zurn.com/app/training
