If your device is showing as Offline in the application, it could be that it lost connectivity, power, or both. The steps below outline how to determine the source of the issue and troubleshoot.

Step 1: Does the device have power?

  • Is the white LED light on the front of the device illuminated? (If yes, go to Step 2. If not, read on)
  • Is the ethernet cord fully plugged into the back of the device and to the power source?
  • Is the source of power active? (I.e., Is the PoE injector fully plugged into an outlet? Are the switch and port powered?)
  • Can you connect another PoE device successfully to the source of power? (To isolate a bad injector or inactive port.)
  • Can you test the cable using a cable tester or connecting another PoE device successfully using the same cable? (The goal is to isolate an issue with a faulty or incorrectly terminated cable.)
  • Still having trouble? Reach out to support@density.io to help.

Step 2 FOR SWITCH INSTALLS: Does the device have internet connectivity?: (Requires the device to be powered - See Step 1)

  • Is the ethernet cord fully plugged into the back of the device and to the switch?
  • Are you able to use the Density Setup Application (available at mobile.density.io) to connect the sensor to a mobile hotspot?

If you’re NOT able to connect to a hotspot, please reach out support@density.io.

If you're able to connect to a hotspot, it indicates a network configuration or cable issue. Read on for instructions on how to isolate the issue and see setup.density.io Network and Power requirements for more information.

  • Are you able to connect other devices successfully to the switch and to the specific port?
  • Can you test the cable using a cable tester or by connecting another device successfully using the same cable? (The goal is to isolate an issue with a faulty or incorrectly terminated cable.)
  • Has anything changed about your network configuration that could impact connectivity of the device? (see setup.density.io Network and Power requirements for more information)
  • Do you need to rewhitelist the MAC address for the device? (you can find the MAC address on the DPU Status page in the application)
  • Is your IT team able to ping the device IP address? (you can find the IP address on the DPU Status page in the application)
  • If your IT team configured the port to support the device, can you confirm the device is plugged into the correct port and on the correct VLAN? (where appropriate)

Step 2 FOR WIFI INSTALLS: Does the device have internet connectivity? (Requires the device to be powered - See Step 1) (Coming soon)


Step 3 FOR CRADLEPOINT INSTALLS: Does the device have internet connectivity?: (Requires the device to be powered - See Step 1) (Coming soon)

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