troubleshooting

Troubleshooting

Updated 2026-05-27

Device will not join (OTAA)

• Confirm DevEUI / JoinEUI / AppKey match the sticker and the console (no typos; correct endianness if you’re copying hex).
• Ensure the region (e.g. US915) matches the device profile and gateway.
• Verify coverage: device must be able to reach a Helium gateway; try a join near a known hotspot.
• Check duty cycle / join backoff — rapid retries can look like “stuck”; wait and watch logs.

Uplinks missing

• Confirm the device is joined and not disabled in ChirpStack.
• Check FCnt issues if you reset the device without resetting frame counters (dev/test).
• Validate data rate / SF — very poor RF may drop packets.

Downlinks not received

• Class A downlinks are RX1/RX2 window sensitive; timing and gateway behavior matter.
• Confirm the device actually listens on the expected RX parameters.

DC / balance

• Credit-related actions may fail if the tenant is out of DC — check balance in the console.
• Privileged “top up” tooling is operator-controlled and off by default on the MCP.

Webhooks / integrations

• Confirm the HTTP integration URL is reachable and returns quickly.
• Avoid posting secrets in public support threads; rotate if exposed.

Still stuck?

• Use MetSci Support docs and FAQ.
• For console-specific errors, capture request id / timestamp (not tokens) when contacting support.

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