Common Problems

Description

The following table describes the abnormal behavior and diagnostics, and provides some corrective actions:

Problem	Diagnostics	Action
Webpage is displayed only with texts without graphics.	The text and graphics in the webpage is loaded based on the traffic and disruptions on the IT network.	Refresh the web browser.
IP setting changes are not effected.	IP settings not applied	Reboot the device if the changes do not take effect within two minutes.
Firmware upgrade is not succeeded.	PowerTag Link gateway is disconnected from the network	Follow the below steps to recover the PowerTag Link gateway: Disconnect the PowerTag Link gateway from the network. Power cycle the PowerTag Link gateway. Connect your PC directly to the PowerTag Link gateway. Use Automatic Discovery from the EcoStruxure Power Commission software to connect to the PowerTag Link gateway. Refer to EcoStruxure Power Commission Online Help. Launch the firmware upgrade.
PowerTag Link gateway has lost the communication with wireless devices.	Pollution on the radio frequency channel	Change the radio frequency channel that communicates between wireless devices and PowerTag Link gateway in the Settings > Communication > Wireless Network Configuration page.
A wireless device is not detected/discovered by PowerTag Link gateway.	PowerTag Link gateway does not recognize this type of wireless devices.	Upgrade the firmware of PowerTag Link gateway with EcoStruxure Power Commission software. Refer to EcoStruxure Power Commission Online Help.
Gateway not functioning.	Lost data, problem of data display on webpage or on Modbus registers, lost connection with the wireless devices.	Pre-requisite: You should have a backup file saved on your PC by using the backup function available in the Maintenance menu of the webpage. The file will be automatically saved under the name backup.dat. Refer to Inoperative Gateway Replacement. NOTE: The time required for the PowerTag Link gateway to restart the wireless communication with all wireless devices can be up to 10 minutes.
Unable to pair the devices.	Pairing is not working.	If there is a Reset button on the device, press this button and perform the pairing process. If there is no Reset button, then perform a power OFF/ON cycle and then perform the pairing process. NOTE: The device will be in the pairing process for 10 minutes only.
Firmware update	Firmware update is not working.	Close all the HTTPS sessions (Webpage and EcoStruxure Power Commissioning session) and restart the PowerTag Link gateway or wait for the current session to expire. NOTE: Closing the window is not enough to close the HTTPS sessions.
Some energy data are not available	Total active energy received and partial active energy received is not available in few of the PowerTag energy.	No specific action required from customer. NOTE: These energy data are available in the PowerTag energy devices from firmware version >=003.000.388

NOTE: If you have communication issues (Wireless LED not OK or communication loss), refer to Wireless Communication Devices.