16
ServiceGuide-ACV-Assure
2133
EDP# 1917123
© 2021 Watts
Possible Cause 3
Cellular reception might not be supported at your site.
The Cellular Gateway operates using AT&T LTE Cat-M1.
Mobile
phone reception is not a reliable indicator of expected
signal strength for the Cellular Gateway.
Solution 3
If you cannot find cellular reception anywhere at your site, you
may not have carrier coverage at your site. Contact Syncta’s
Customer Support team at 888-725-4285 for more information.
POWER LED is Off
If the POWER LED is off, make sure the Cellular Gateway is
plugged in and that the power outlet is active, wired to Control
Box correctly, and Control Box is powered with the provided
24Vdc power supply. If the device is still not working, review the
possible cause and solution below.
Possible Cause
If the Cellular Gateway is plugged in and the POWER LED is off,
the +24Vdc & GND wiring polarity inside the Cellular Gateway
might have been accidentally swapped.
Solution
Use the instructions below to swap the +24Vdc and GND wiring
inside the Cellular Gateway.
1. Remove power from the Control Box.
2. Swap places of the wires in the power terminals of the
Cellular Gateway.
3. Reapply power to the Control Box
4. If the POWER LED is still off, contact Syncta’s Customer
Support team ([email protected] or 888-725-4285).
No Connection to the Cloud
If the IoT LED is blinking, there is no connection to the Watts
Cloud. If the device is not working, review the possible cause
and solution below.
Possible Cause
There is a disruption in service between the Watts Cloud and the
Cellular Gateway.
Solution
Contact the Syncta customer support team (support@syncta.
com or 888-725-4285) to confirm whether the issue is specific to
your Cellular Gateway or to the cellular service provider.
Troubleshooting Guide
