How to troubleshoot a NEON device not connecting to the network

Like any wireless device, NEON devices using LoRa can experience connectivity issues that may disrupt their operation. Such issues can arise from various factors, including interference, lack of coverage, or configuration errors. If the activation procedure fails repeatedly, it is essential to troubleshoot systematically. Follow these steps to identify and resolve the problem:

1. Assess the battery

Ensure that the device has a functioning battery. If the device's LED doesn't turn on upon activation attempt, an empty battery can be the cause of the issue. Follow the steps outlined on how to replace a battery.

2. Check the activation procedure

Check that you are following the correct steps of the activation procedure. This varies for every product, refer to the product manual of your device to verify the activation steps.

3. Verify the LoRa keys

Errors while introducing the LoRa keys in the LoRa Network Server (LNS) are common. Ensure that the keys being used match the ones provided by TWTG. For more information refer to the article on how to identify the keys.

4. Corroborate LoRa coverage

Lack of sufficient LoRa coverage can cause the device to limit or even stop operation. First, try to get the device closer to the gateway or with a direct line of sight. Second, review the data frames passing through the gateway for the messages being sent upon activation (further details available in the communication protocol specific to the device being used). Third, check the gateway latency. If the gateway's latency is too high the device won't be able to receive the confirmed message to proceed with the activation sequence (applicable to the devices that require such confirmation as defined in the communication protocol).

The communication protocol for every device and how to identify it is available in the Communication Protocol section