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.