What to do when my Smartspot does not show up in the Brain

This article will try to help you troubleshoot the Smartspot-Brain connectivity.

When this article can't help you, please send us an email to [e-mail] and describe your problem. Make sure to mention the Smartspot serial number and the Brain you are using.

Before starting, make sure you have the following items at hand:

• The Smartspot serial number. This can be found at the sticker on the back of the Smartspot, for the image below this would be 1384.
  
• The Brain address you are using. In the form of brain.intellifi.nl
• A sim removal tool, paperclip or any other similar object. (This is for pressing the pinhole button if this is deemed necessary)

Verify Smartspot-Dashboard connectivity

When Dashboard access is available, verify that the device has access to the dashboard. When there is no Dashboard access available, skip this step and go to the next section. The Dashboard is a single managed endpoint for all the Smartspots. This can be used to view and change the configuration of a Smartspot. This includes the Brain address and other connection related information. To check the Smartspot-Dashboard connectivity status, follow the next few steps:

1. Go the the dashboard at dashboard.intellifi.nl and login using the supplied credentials.
2. Search for the desired device using the serial number of the Smartspot
3. Check the Smartspot-Dashboard connection status. The status is indicated via the small square next to the "Spot information" heading.
   • When the Smartspot is connected to the Dashboard, the color of the square is green. This is shown in the image below.
     
   • When the Smartspot is not connected, the color of the square is red. This is shown in the image below.
     

Device is connected

When the Smartspot is connected to the dashboard, the configuration of the device can be verified using the Dashboard, see the following section: "Verify the Smartspot configuration via the Dashboard"

Device is not connected

When the Smartspot is not connected to the dashboard, the remainder of the steps in this article need to be followed to troubleshoot the connection with either the Brain and/or the Dashboard.

Verify Smartspot-Brain connectivity

These steps will make sure that we can be certain that the device is indeed not connected to the Brain.

1. Go to your brain and login if necessary.
2. Go to the "Spots" page as indicated in the image below. This page will list all the Smartspots that are and where connected to this Brain.
   
3. Use the input field under the "Serial number" column to filter the list to try and find the device that you are looking for. Enter the serial number of the device that you are looking for in this input field. The outcome can be one of the following:
   1. The device can not be found; an empty list will appear. This indicates that the Smartspot, whilst not being connected to the Brain, also never even connected to this Brain in the first place.
      
   2. The device can be found, and the "Connected" column shows a red cross, which indicates that the device is not connected to the Brain.
      
   3. The device can be found, and the "Connected" column shows a green check mark, which indicates that the device is connected to the Brain. We see that the device is indeed connected to the Brain. If this is not the expected outcome, contact support to get more assistance via [e-mail].
      

Verify that the Smartspot is powered and turned on

This step might sound silly, but it's always good to check and see if the device is correctly powered and that it is booted.

1. Check to see if the power adapter/Ethernet cable is correctly plugged in on both sides.
2. Unplug the power and Ethernet cable from the device and wait a few seconds before plugging them back in. Make sure to pay attention to the following details when the cables are inserted:
   1. Do the lights of the device light up? This gives an indication that the device receives power and will power on.
   2. Does the device make a startup sound? This gives an indication that the device is starting to boot. The creation of the sound however depends on the sense&control schema set in the configuration of the device, by default the device will sound a three-tone beep indicating startup. See the sense&control section for more information about sense&control.

Verify that the Smartspot has internet access

Verify that the Ethernet cable to the device has internet access by plugging it into a laptop or PC and test the internet connectivity. Make sure that no other Ethernet cables are plugged into your device and that Wifi is turned off. Open a browser and go to your Brain. When you can reach your Brain and you are only using the Ethernet cable for the Smartspot, it is safe to assume that the Smartspot should have internet access when that Ethernet cable is plugged into the device.

The Ethernet socket on the Smartspot has two lights. The green light will indicate if PoE is connected, the amber/orange light will indicate the link status with the router or switch it is connected to. The blinking of the amber/orange light indicates traffic activity. When the amber/orange light stays off, even when the cables are properly connected troubleshoot the Ethernet connection/cable or contact support via [e-mail].

Verify the Smartspot configuration

When all the above steps yield positive results, it is time to verify that the Smartspot configuration is correct. Checking the Smartspot configuration can be done in two ways. Using the Intellifi Dashboard or using the internal web interface that resides on the Smartspot itself.

Verify the Smartspot configuration via the web interface

Follow the steps in the article "How to enable and use the Smartspot web interface" to enable the web interface on the device. When the web interface is enabled go to the web interface and verify that the "Device Role" is set to "HTTP Client" and that the URL/IP address has been set to the correct Brain address, see image below as an example:

Change the settings accordingly if these settings do not match your required configuration and press "Submit" to save the configurations.

Verify the Smartspot configuration via the Dashboard

Go to the dashboard at dashboard.intellifi.nl and login using the supplied credentials. Use the search field and find the Smartspot, using the serial number, that needs to be configured. Verify that the Brain address is correctly configured. Change this setting accordingly and reboot the Smartspot.

Verify that the Smartspot shows up in the Brain

Verify that the Smartspot is showing up in the Brain after following the steps mentioned above. Verify the Smartspot connection status by following the steps described in section "Verify Smartspot-Brain connectivity".

Contact support if the Smartspot is still offline

When the Smartspot still does not show up in the Brain after following the steps above, contact support via [e-mail] and make sure to supply support with the Smartspot serial number and Brain address you are trying to use.