How to Troubleshoot an Ultra Device if Status is Disconnected on Gweb

How to Troubleshoot an Ultra Device if Status is Disconnected on Gweb

If your Ultra device displays as disconnected on G-web, it may indicate that the device is either not making an internet connection to G-web or that the device is completely switched off.

How to Determine if the Device is Not Making an Internet Connection

Visual inspection:  
  1. Device screen will appear with a exclamation next to a globe:

Symptoms:

  • G-web Status: The device will display as "disconnected" on G-web.
  • Calling the Device: The device will still ring when you call its number. Outputs, such as your gate, will still function and open.
  • MyCentsys Remote: The MyCentsys remote, which relies on an internet connection to trigger actions, will not work.

Possible Causes:

  • No Data Loaded on the Prepaid SIM Card: Data expires every 30 days. Ensure that data is regularly reloaded to maintain the internet connection.
  • Prepaid SIM Card Opted Out of Data Bundle Rates: If the SIM card is using airtime as data and the airtime has finished, the device will not be able to connect to the internet. Ensure there is sufficient airtime or switch to a data bundle to avoid this issue.

MTN SIM Chip Users:

If you experience these symptoms while using the MTN SIM chip that provides live data, it might indicate an issue with the SIM settings. In this case, a chat support agent will need to escalate the issue with MTN. Please have your device's IMEI number or SIM card number ready and start a chat with one of our support agents using one of the following methods:

  • G-web app
  • G-web website
  • MyCentsys remote app
  • WhatsApp: +27 83 650 4010

Our support agents will assist you in resolving the issue.

How to Determine if the Device is Completely Switched Off Causing a disconnected status on G-web

Symptoms:

  • You would not be able to give the output (like your gate) a missed call to trigger the output (the number will go to voicemail when calling the device number).
  • The device will display as disconnected on G-web.
  • The MyCentsys remote will not trigger.

Common Causes:

  • No Signal
  • SIM Card Error
  • No Power

Troubleshooting Steps:

The best way to troubleshoot the cause of the device being off completely is to check the error message on the LCD screen of the physical GSM device:


Indicators:

Cross on Antenna - No Signal:

Cross on SIM Card - Not Reading External SIM Card:

Kindly click on the link below for possible causes and solutions:

Blank Screen with No Information - No Power or Device Faulty:

Kindly click on the link below for possible causes and solutions: