Brandon from Support joins Tech Talk to discuss the top 5 reasons why a controller isn't connected to BaseManager.
If controller is not connected to BaseManager, we lose access to key controller data. A benefit to Baseline is it's remote access. In BaseManager, a greyed-out controller means “not connected” on Maps it shows as disconnected, and in Quick View zones and programs appear grey.
At controller, BaseManager (Base MGR), may show “call wait” while trying to connect. If green isn’t showing, the controller is not connected to BaseManager.
Let's dive in to why the controller is not connected
Communication Related, Network or Device
- Low cell signal or quality can cause offline status due to carrier issues, equipment faults, outages, weather, or local interference (most common).
- Good signal strength/quality values are shown in the 3200’s cell network menu with good or bad status, giving a quick check if connection is acceptable
- We offer AT&T and Verizon; if network changes, it can affect signals, carriers can be switched. High-gain or omnidirectional antennas provide better reception. Restarting or power cycling the modem may fix issues.
- Ethernet/Wi-Fi issues can be hardware-related (cable, port) or network outages. To fix on-site, involve IT or replace faulty parts.
- If unsure about the Ethernet port, unplug and reconnect the cable, the 3200 will detect it and try reconnecting to BaseManager. “No cable” means no network is detected.
- “Call wait” means the controller is trying to connect to BaseManager. If BaseManager doesn’t detect any network connection, it will show “no cable.”
- Network changes (IP address or Wi-Fi password) disrupt the BaseManager connection.
- Keep a document detailing each controller’s connection type (Wi-Fi, Ethernet, cable) to help troubleshoot disconnects.
Hardware Related
- Power supply issues like a tripped circuit breaker can be identified by checking incoming/outgoing power on the 24 volt side, the control board fuse, and the display is fully booting.
- A partially booting or failed display won’t connect to BaseManager.
- Support and the contractor don’t control incoming power. Field shorts or blown fuses cut power, causing “offline” status in BaseManager. Always verify power at the controller.
- The 3200 controller runs Windows CE like a computer. A field short causing control board failure can break communication between the board and display.
- If no contact occurs for 10 minutes, the display auto-reboots. Prolonged overcurrent can lead to control board failure.
Does a Subscription Play into a Disconnect?
No, if the subscription runs out the controller stays connected. If the subscription expires it goes to live view.
DeleteWhere to Repair disconnects? At the Controller:
- Verify power
- Perform a hard power cycle
- Wait for reconnection
- If it doesn’t reconnect, proceed with further troubleshooting