Device not communicating
Problem
One or more devices are transmitting messages but they are not shown within the Sigfox Backend or transmitted to your IoT platform.
Solution
Sigfox recommends to follow the checklist herebelow in order to troubleshoot any message delivery problem.
If all checks are OK but the problem persists, please contact your Sigfox Distributor Service Desk.
| Item # | Title | Description | Troubleshooting |
|---|---|---|---|
| 1 | Device identifier (ID) | Check that the Sigfox identifier of the device and the one in the Backend match. The device identifier might be retrieved as follows:
| Look for the right device ID in the Backend. |
| 2 | Device token validity | Check if the token expiration date is before the current date. This can be found in the Device Information page. | Register the device within an active contract, with tokens available. |
| 3 | Device OFF contract | Check if the device Token validity is equal to "OFF contract". This can be found in the Device Information page. | Contact your Sigfox Distributor Service Desk. |
| 4 | Associated Callbacks | Check if Callbacks associated to the Device Type exist. This information can be found on the Callback menu in the Device Type information page. | Create a Callback. |
| 5 | Callbacks errors | Check the Callbacks' status error log. You will find this error log within the Callback menu in the Device Type information page. | If the error is not related to your server (error code lower than 500), please contact your Sigfox Distributor Service Desk. |
