Troubleshooting

The gateway and its downstream readings show offline or stop updating.

• Power interruption
• Ethernet, cellular or site-network change
• Gateway configuration or placement issue

• Confirm the exact gateway and last online time
• Check safe visible power and connection indicators
• Ask whether all sensors or only one location are affected

• Restore only an approved external power or network connection
• Record indicator state before and after one controlled restart if the site procedure permits it
• Do not open the unit or share network credentials

The cellular connection never becomes available or repeatedly drops.

• SIM is inactive, incorrectly seated or restricted
• Coverage or antenna placement is unsuitable
• APN or carrier configuration requires review

• Confirm the SIM/provider and whether service is active without sharing PINs
• Record visible cellular status and approximate signal indication
• Check whether the issue began after a SIM, carrier or location change

• Use only the approved antenna and external connections
• Move the gateway only within the agreed safe placement area
• Keep APN credentials out of screenshots and email

The gateway has an Ethernet cable but power or network status is uncertain.

• The cable supplies data only
• PoE source or standard has not been confirmed
• Cable, port or site network is inactive

• Identify the approved power source and network port
• Check the site record for the intended power method
• Compare visible indicators with the vendor document for the exact model

• Do not connect an unverified injector or power supply
• Check only with site-approved cable/port changes
• Record cable labels and port location

An expected sensor is absent from the object, location or latest-reading list.

• Wrong object/location mapping
• Exact model or identifier is not configured
• Power, battery or radio path is unavailable

• Match the physical label to the expected identifier
• Confirm the correct object and location name
• Check whether nearby sensors remain visible

• Photograph the label without exposing credentials
• Record gateway, object and expected location
• Avoid deleting or remapping records during diagnosis

The sensor exists but no new readings arrive.

• Battery/power condition
• Reporting interval or device state
• Weak or unsupported radio/gateway path

• Record the last valid reading and expected interval
• Compare with nearby devices and gateway status
• Check approved visible battery/power information

• Keep the sensor in its reviewed position while capturing evidence
• Record timestamps, units and any recent site change
• Do not improvise battery replacement or radio configuration

Readings are intermittent, delayed or fail only in part of the site.

• Distance, structure or metal obstruction
• Antenna orientation/location changed
• Battery condition or local interference

• Map stable and affected locations
• Record when loss occurs and what changed nearby
• Confirm antenna and gateway placement against the reviewed plan

• Return moved equipment to its approved position if safe
• Take overview photos showing obstructions and relative locations
• Do not fit unapproved antennas or extensions

Readings appear under the wrong room, zone or sensor label.

• Physical label and digital mapping differ
• Sensor was moved without record update
• Similar identifiers were confused

• Compare the physical label, planned location and displayed name
• Check recent installation/service notes
• Confirm which sensor physically occupies each location

• Create a label-to-location list and photos
• Do not rename or move records until the mapping is verified
• Preserve timestamps for the affected period

A device stops reporting or shows an unclear power state.

• Battery may be depleted
• External power may be interrupted
• Power state may not be exposed through the integration

• Identify exact model and approved power method
• Check the maintenance record and last reading
• Use only manufacturer-approved visible indicators

• Do not open sealed devices or improvise a replacement
• Record visible state and label
• Follow the project maintenance procedure

Relative-humidity values appear implausible, fixed or inconsistent with the space.

• Unit, timestamp or location context is wrong
• Sensor placement is affected by a surface, airflow or recent change
• Sensor condition/configuration requires review

• Verify raw value, unit and timestamp
• Check exact placement and recent heating, ventilation or wet-work changes
• Compare against a suitable reference at the same time and location

• Collect a short time series instead of one reading
• Photograph placement and nearby conditions
• Do not calibrate or relocate without the approved procedure

The dew point or condensation risk is difficult to interpret.

• Air and surface temperatures are being confused
• Reference measurements are from different times/locations
• A calculated value is being treated as a diagnosis

• Confirm temperature and relative humidity units and timestamps
• Identify whether the compared value is air or surface temperature
• Align inside/outside or reference readings

• Use the calculation as decision support, not proof of cause
• Record visible condensation and location separately
• Escalate immediate water/electrical risk through the site process

A Help PDF or generated report does not open or save.

• Browser download restriction
• Storage/permission issue
• The requested document has source-required status

• Open the Downloads Library and confirm the document status
• Try the same link in the current browser tab
• Confirm available device storage and permitted download location

• Use only the listed download action
• Do not rename a vendor reference as a Humidynit datasheet
• Record browser, document title and visible message

The prepared quote email does not open or selected context is missing.

• No default mail application
• Browser storage is restricted
• The reviewed item is not available for public selection

• Review the selected products, quantities and site notes
• Copy the prepared content before changing tabs
• Confirm the correct sales address: sales@humidynit.com

• Send the same context from your normal mail application
• Do not include passwords or payment-card data
• Attach only relevant non-sensitive evidence

The Platform login fails, access is missing or a public workflow was expected to create an account.

• Humidynit Check and Quote pages do not create accounts
• Onboarding or invitation is incomplete
• Organization access or recovery requires review

• Use only https://app.humidynit.com/login
• Confirm organization/workspace and whether onboarding completed
• Use the normal recovery route without sending credentials

• Capture the time and non-sensitive visible message
• Never send passwords, recovery codes or API keys
• Do not create repeated requests from different addresses

The exact device document is not listed or is marked Source required.

• No verified source has been supplied
• Revision or regional variant is unclear
• Redistribution rights have not been confirmed

• Record exact vendor, model, revision and label photo
• Check the displayed document status and source basis
• Obtain the vendor-owned source from an authorized source

• Send the source for review without altering vendor attribution
• Do not treat a similar model as equivalent
• Do not publish or relabel an unverified file