Gateway
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      Troubleshooting connection issues for the Gateway

      Use Field app to verify that the Gateway is working and that the 1-to-1 association with an SCS Controller has been properly configured.

      After setting up Gateway you can troubleshoot the connection as follows:

      Connect to a nearby Gateway to start troubleshooting

      In Field app, Gateway functions sometimes sit under the heading for Network Pro.

      Step

      1.

      Open Field app and either:

      • Scan the QR code on the Gateway with your mobile device camera, OR
      • Select the Gateway from the list of available devices displayed on the Field app homepage and click CONNECT.

      2.

      Click REFRESH button to retrieve the latest data from the AoFrio Cloud then read through the CHECKLIST screen to verify each function is operating as expected.

      green_checkmark

      • a dark green check mark shows the function is operating as expected.
      yellow_check
      • a yellow check mark highlights a potential problem.
      red_cross
      • a red cross shows that the function is not working, and installation is incomplete.
      If all items are marked with a dark green check mark, then the device is fully operational. For assistance with functions marked with a yellow check mark or a red cross refer to the section on Verification troubleshooting.

      3.

      To check cellular connectivity, click NETWORK PRO DETAILS and review the signal strength and the connection between AoFrio’s Cloud and the Gateway.

      Verification troubleshooting

      Problem Observed  Possible Cause Possible Solution
      Can’t see Gateway serial number in the list of devices in the Field app 1. User role may not have access to the Gateway feature.
      2. Gateway hasn’t been activated and therefore is not advertising over Bluetooth yet      		 1. Make sure the Gateway is powered.
      2. The Gateway can take several minutes to activate. Please wait and try again.
      3. Contact Technical Support and request Gateway access in the Field app.
      red_crossRed cross next to Mobile Network The cellular account has not been activated. This may mean the mobile provider is not available in the area. 1. See Troubleshooting with LEDs to check the cellular network status.
      2. Contact AoFrio support.
      yellow_checkYellow check mark next to Mobile Network Gateway is in a location with poor cellular coverage Move the Gateway to another location where it has a stronger signal reception
      red_crossRed cross next to Cloud connection Gateway has not been able to connect with the AoFrio cloud. It needs a connection to the mobile network. Check that the ‘Mobile network’ test shows a green check mark: 
      Wait for a few seconds and click REFRESH.
      red_crossRed cross next to Cooler Tracking If you see the message “Gateway has not been configured to connect to any cooler” this means that the pairing process has not completed. You may need to wait several days currently for this to update*. Click REFRESH and if the problem persists, try to configure the association 
      again.

      *AoFrio is developing a solution to make this faster 
      red_crossRed cross next to Cooler Tracking If you see the message “Gateway is not connected to any cooler. Gateway is assigned to track cooler XXXXX” this means that Bluetooth 
      communications with the paired controller is not possible.      		 1. Check that the SCS controller is powered.
      2. Move the Gateway to another location where it is closer to the SCS controller you want to pair it with.
      3. Wait for a few minutes and click REFRESH.
      red_crossRed cross next to Cooler Data Upload No cooler data has successfully been uploaded to the cloud. Wait for a few minutes and click REFRESH.