Introduction


There are a few different scenarios that will trigger a connection alert for an Element-D. This article will explain the most common scenarios, how to recognize them, and how to resolve them. 

 

Scenario 1: The Element-D is not powered on or receiving power


When you receive an Element-D connection alert, the first step should always be to check the physical device. Verify that the power cord is securely plugged into both the Element-D and an outlet with working power. If the device is plugged in correctly, check to see if there is a red LED light on the device indicating that it is powered on. If there is no red LED, try plugging the device into a different outlet or using a different power cord. Elemental Machines will supply a replacement power cord if necessary. 


Scenario 2: The Element-D is not plugged into the asset or the asset is powered off


If an Element-D is powered on and connected to a valid WiFi or ethernet network, but it is not receiving data from the asset, it will appear to be offline in the dashboard. Verify that the data cable provided with the Element-D is securely connected to the USB port on the device and the data port of the asset. Additionally verify that the asset is powered on. 


Scenario 3: The Element-D is not connected to a network


If the Element-D is powered on, but does not have a valid internet connection, there will be a green LED that flashes in a regular pattern next to the red LED. The first step you should take if you run into this scenario is to power cycle the device. Unplug it from the wall, wait at least 30 seconds, then plug the device back in. After the device has been given a minute to initialize, check the dashboard to see if the device has come back online. If it still is not online and you still see the green LED flashing, check the available WiFi networks on you phone or laptop for a network called "EM Setup xxxxxxx" were "xxxxxxx" is the 7-digit serial number printed on the label of the device. If you see this network, connect to it, and follow the steps in the WiFi connection guide. 


There are a few situations where these troubleshooting steps will not resolve the connection issue: 

  • The network credentials have changed, or the network is converted to a hidden network 
  • The firewall setting have changed 
  • The device has been moved to a facility with a different network
  • The device is too far away from the WiFi access point, and the signal strength is too weak. 


In these cases it is best to connect us with your internal IT team for further troubleshooting. 


Scenario 4: The asset settings need to be configured to enable data communication  


Certain Element-D integrations require the communication settings on the asset to be configured to allow the Element-D to receive data from it. Double check that all of the steps in the appropriate installation instructions have been followed. 


If none of these situations are applicable, or you are unsuccessful in resolving the connection alert by yourself, please reach out to help@elementalmachines.com for further assistance.