Before troubleshooting, we recommend you try the BlinkUp process once more from start to finish.
The transmitter does not have to be connected to be activated.
- Make sure you unplug the Chargifi Neutron and then plug it back in again prior to activation.
- Ensure the LED lights are blinking.
If the LEDs are not blinking, check the power source.
- Start the activation of the SmartSpot when the LED lights begin blinking.
Activation will not work if the LED lights are not blinking.
If the LED lights are blinking, then the Neutron is in set-up mode and can be activated.
- After activation, pay attention to the LED color sequence.
The sequence is very specific and is the only indicator to understand and, therefore, troubleshoot what is happening with the Neutron.
The following sequences are available but are not all possible with our hardware. For more information, see our BlinkUp documentation.
Normal Activation Process
A successful activation will go through the following steps automatically, however, there is a problem if the LED sequence gets stuck on any of these sequences except Normal operation.
You can view these steps in the process on your mobile device with which you are performing the activation.
- No WiFi settings or enrollment credentials (at which point you're prompted to enter the WiFi credentials)
- LED on Neutron is off during BlinkUp (while your mobile device is flashing)
- Searching for WiFi network
- Joining WiFi network
- Getting IP address
- Resolving server name
- Connecting to server
- Connected to server
- Updating impOS (only if automatic imp server updates are being downloaded to the Neutron)
- Normal operation
LED Color Codes Explained
No WiFi Settings or Enrollment Credentials
If this is the state of the LEDs after BlinkUp, then the BlinkUp process was not completed.
The screen was not held firmly facing the Neutron light sensor for the entire duration of the BlinkUp.
Hold the screen over the Neutron light sensor the entire time until it beeps and your mobile vibrates.
Your phone screen did not emit the blinking light sequence properly.
- Enable the auto-brightness option in your phone’s settings.
- If the screen is cracked, use another phone.
- If the phone is old, you might be prompted to use a lower frame rate when the BlinkUp process begins. If so, choose to accept the prompt.
No further action required.
Searching for WiFi Network
The Neutron cannot find the WiFi network it was instructed to search for.
The Neutron is searching for a suitable WiFi frequency.
If your deployment is for WiFi and not Bluetooth mesh networking, then you must have a network frequency of 2.4 GHz.
Check your floor plan that contains the information about the venue's WiFi.
The venue can have both WiFi frequencies of 2.4 GHz and 5 GHz.
The network name (SSID) that you entered during the activation stage in the Installer app is incorrect.
The SSID is case-sensitive.
Use your phone’s WiFi settings to make sure you are copying it exactly as it should be.
It is fine if the network is hidden.
Joining WiFi Network
The WiFi network cannot be joined. This could be either a user entry error or a WiFi connection error.
The network password you entered is incorrect.
The password is case-sensitive.
Click the eye icon next to the password entry field to display the password as you type it in. Either that or ensure you copy and paste it correctly from another document.
Network security is incompatible, enterprise network security is NOT supported. Only Open, WPA-Personal and WEP are supported:
Use another WiFi network or ask the IT administrator to change the WiFi network setup.
The number of available IP addresses is insufficient - you should have the same number of IP addresses in your subnet as you do either SmartSpots or cloud gateways, depending on your deployment.
The router is refusing a new device to join the network.
Use another WiFi network or ask the IT administrator to reconfigure the subnets on the WiFi network to create a sufficient number of IP addresses for the number of SmartSpots you're deploying.
Getting IP Address
The WiFi credentials are correct so the user entry was correct. However, the Neutron has joined the WiFi network but is unable to communicate with Chargifi Cloud via the network nor can it send or receive any data.
There aren’t enough IP addresses at the venue.
- Ask the IT administrator to reconfigure the subnets on the WiFi network to allow for more devices.
- Use a different WiFi network.
MAC address filtering is enabled.
- Ask the IT administrator to whitelist the MAC addresses of the Neutrons.
- Disable MAC address filtering.
- Use a different WiFi network.
Resolving Server Name
The Neutron has joined the WiFi network, but is unable to access the internet. This is a a WiFi network error.
The Neutron cannot communicate with our servers.
- Make sure there is no captive portal at the venue (login/terms agreement after connecting to the WiFi).
- Check the domain name system (DNS) settings on your router.
- Whitelist the Neutron if there is a captive portal.
The captive portal is active.
- Ask the IT administrator to whitelist the MAC addresses of the Neutrons to allow them to bypass the captive portal.
- Ask the IT administrator to double check the DNS settings of the router: If all fails, use a different WiFi network or change out the WiFi routers.
- Change network provider for a better quality internet.
If you are using ClearPass, ask your IT administrator to double check the routers' DNS settings.
Connecting To Server
The Neutron is able to communicate on the internet but is unable to connect to the IoT servers.
The venue's firewall is blocking essential ports.
Ask the IT administrator to open outbound TCP ports 31314, 993, 443, 80.
The venue's internet is down.
Use your phone or any other wireless device to check the internet connection.
The venue has an active captive portal.
Ask the IT administrator to whitelist the MAC addresses of the Neutrons to allow them to bypass the captive portal.
Connected To Server
This is fine, but the Neutron should not stop at this stage. If it stops, then there are issues with the proxy.
The proxy address or the port is incorrect.
The venue has enabled their proxy and our proxy server is down.
Check in the Chargifi Deploy app whether the venue’s proxy is set (in the venue's network settings), and disable it if the proxy has been set. Then activate it again.
Device Lost Connection
This status occurs when a device was connected, powered on, and then lost the internet connection.
Poor internet connection.
Fix the internet connection.
The impOS is being updated.
Ensure you wait until the update is completed and do not power off the device.
The impOS update can take anything between a few seconds up to a few minutes depending on the speed of the internet.
If the LED doesn't blink as soon as you choose to activate in the Installer app, then you'll need to start the activation process again.
If, however, the LED was blinking green and then goes off, then that means the activation has been successfully completed.