CWM Troubleshooting

When troubleshooting a Connectware Module, examine the LEDs to identify where the issue is happening.
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Is there an issue between the CWM and the equipment?

 

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CWM v2

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CWM v1

These icons represent the Downlink / Equipment connection.

• Green solid or flashing light indicates active communication with the equipment’s control board.

• Red solid or flashing light indicates that the module is not currently getting a response from the equipment.

• No LED activity should be treated the same as a red light. Some equipment may just flash once a minute.

• Yellow/Orange flashing light indicates the module is in the middle of a reset. Solid yellow/orange is AP mode. Manually power cycle the module if you are in AP mode unintentionally.

In general, we’re looking for a solid or flashing green light on the above icons to show that we have a good connection between the CWM and the equipment. A red light or no activity indicates that the connection is incomplete somewhere. Possible reasons for a bad connection include:

• Loose connection between the CWM and the dock on the equipment.

• Wiring issue between the equipment’s control board and the dock.

• Equipment specific settings that need to be enabled in the touchscreen before the control board can communicate with the CWM. Please refer to instructions from the original equipment manufacturer.

• Outdated or incompatible firmware on the equipment.

Is there an issue with connecting the CWM to the internet?

In general, we’re looking for a solid or flashing green light on the above icons to show that we have a good internet connection. If you only see a red light, review the following items.

• If you’re using a Secure Access Point:

  • Is the SAP connected via Ethernet to the correct port on the customer’s internet equipment?

  • Is the Ethernet cord plugged into the WAN port (furthest from the power cord) on the SAP?

  • Is the SAP’s signal range a possible issue? Are you able to move the SAP to a better position?

  • If the above are all setup correctly, please ask the location’s IT group to review if their network is configured to support the SAP. (You can send them this link for the SAP’s IT information.)

  • You can review SAP Troubleshooting for additional ideas.

• If you’re connecting without an SAP:

  • Were the network credentials (SSID and password) properly entered into the equipment’s touchscreen? Note: This is only available for some models that use an HLUI.

  • Can you connect to the location’s network on your phone or laptop?

  • Can you connect the equipment to your phone or laptop when using a hotspot?

    • When you connect your device, is there a popup that needs to be acknowledged before you can access the internet? The automation behind the equipment-module connection cannot recognize any needed popups. We’ll need to use a different network without a popup if this is the case.

    • Is it practical to install a cell modem and attempt to connect to that instead of the location’s internet? Note: You may need to escalate and get approval before purchasing and installing a cell modem and affiliated data plan.