Hardware: Troubleshooting Gateway Connectivity

If no data is appearing on Peak for one or more headsets please follow this guide to troubleshoot the issue. If you are not able to solve the problem please email support@eave.io.

1. Check that the SmartHub is turned on and is connected to the internet

The SmartHub must be turned on and have a stable internet connection to download data from the headsets and upload it to Peak.

Check that the LED on the SmartHub is on, this indicates there is power to the Hub

If the LED is not on the check the power source and cable, if the power source is working and the cable is connected properly but the Hub is not powering on then contact support@eave.io.

Data is generally upload from the headsets to the SmartHub overnight when they are left on charge. If the power is cut to the SmartHubs overnight then data will not be able to be uploaded.

Check that the LED on the SmartHub is flashing blue, this indicates that the Hub has a stable internet connection.

Once the data has been uploaded from the headset to the SmartHub then the Hub will upload it to Peak. To do this then the Hub needs an internet connection. This can either be via an ethernet cable or a 4G dongle connected to the Hub. A flashing blue LED on the SmartHub indicates it has a stable internet connection and is working properly. If the LED is flashing blue then continue to step 2.

If the LED is solid white there is an issue with the connection.

• If you are using an ethernet cable then test the ethernet connection is working properly.
• If you are using a dongle then make sure the LED on the dongle is on, then try moving the Hub to a location with better internet connectivity.

After following the above steps if the Hub doesn’t gain connectivity then contact support@eave.io and we will investigate the issue.

If the LED is flashing blue and orange there is a data upload failure.

Contact support@eave.io and we will investigate the issue.

If the LED is solid orange there is an internal error with the SmartHub.

Contact support@eave.io and we will investigate the issue.

2. Check with the user that they had the headset switched on

If the headset is not turned on then it will not record any dosimetry data so none will be uploaded to Peak. If the user confirms the headset was switched on the continue to step 3.

3. Check that the headset was left on charge close to the SmartHub

The FocusLite headsets upload dosimetry data to the SmartHubs via bluetooth whilst they are charging. If the headset has not been in close proximity to the SmartHub then it will not have been able to upload the data, hence it won’t be visible on Peak.

If this is the case then leave the headset to charge via the SmartHub for 3 hours per headset.