Remote troubleshooting

Step 1. Incidents on the Dashboard

Go to guardian.rfcx.org. Are there any incidents for the site where the device is deployed?

No. Move to Step 2.

Yes. When there are incidents then the Guardian device is sending audio or detections, and therefore is operating as expected. If your issue is not yet resolved then please contact support describing your problem.

Step 2. Device deployment is complete

Go to guardian.rfcx.org/monitoring. Select your project. Find the device. Is the device deployed?

No, shows "Not deployed". There was a problem during deployment or the Companion hasn't synced the deployments.

Yes. It shows the date that it was deployed using the Companion. Move to Step 3.

Step 3. Device is checking in

Continuing on the Monitoring page, what colour is device last checkin time?

Red. The device has not checked in for at least 3 days. Continue to Retrieving and diagnosing device.

Orange. The device has not checked in for at least 12 hours. Possible reasons are lack of charge or poor network signal. If there is no improvement after 48 hours then continue to Retrieving and diagnosing device. 

Green. The device is checking in as expected. If the device is using the cell network then move to Step 4. If device is using the satellite network then move to Step 5.

Step 4. Device is streaming audio

This step is not applicable to satellite devices.

Continuing on the Monitoring page, what colour is the device last audio time?

Red or orange. The device has been checking in, but no audio has been streamed. Move to Step 5.

Green. The device is operating as expected. If your issue is not yet resolved then please contact support describing your problem.

Step 5. Device is charging

Continuing on the Monitoring page, select the device and open "Diagnostics" tab on the right side. Select "Last 7 days" in the time range. What is the state of the "Main Battery Charge"?

Below green line. The device is not charging to 100%. Possible reasons: solar panels not fully connected, solar panels obstructed/damaged, faulty frame. Continue to Retrieving and diagnosing device.

Mostly above the green line. The device is charging normally and able to reach 100% during sunlight hours.

Step 6. Issue not resolved

If your issue is not yet resolved then please contact support describing your problem.