Praxair StarWatch ConnectTM Remote Monitoring System
Installation Troubleshooting Guide
Please refer to the basic installation instructions provided in the StarWatch Connect Quick Start Guide. A printed version of the Quick Start Guide should have shipped with the hardware. The Quick Start Guide is additionally viewable online at the help links within the (1) StarWatch Connect website, (2) user app, and (3) installation app. This Installation Troubleshooting Guide provides additional resources to help accomplish a successful installation of the StarWatch Connect system.
Most installation issues will involve poor signal strength either between the Gateway and website or between the Transmitter and Gateway. Utilize the troubleshooting sequence below to resolve poor signal strength issues. If the troubleshooting sequence recommends the use of additional or alternative hardware that is not in the provided installation package, please contact support:
- Ying Zhou: 630-320-4192, ying_zhou@praxair.com
- Robert Sever: 630-320-4212, robert_sever@praxair.com
Troubleshooting Sequence
- If red "Failure" light on Gateway is flashing one time, three times, or rapidly, contact support. If red "Failure" light is blinking two times, proceed to next step. (See table below.)
- If connectivity for standard Gateway is inadequate in initial location, try moving Gateway to alternate locations and re-testing.
- If connectivity for standard Gateway is inadequate in all locations, try attaching extended cellular antenna to standard Gateway and re-testing in multiple locations.
- If connectivity for standard Gateway having the extended cellular antenna is inadequate in all locations, try alternate standard Gateway to make sure the original standard Gateway is not defective.
- If connectivity for an alternate standard Gateway having the extended cellular antenna in multiple locations is inadequate, try using GSM Gateway (uses different cellular network than standard Gateway).
- If connectivity for GSM gateway is inadequate, then installation will require an Ethernet gateway and must be rescheduled after receiving necessary hardware and coordinating IT support from customer.
Connectivity issue between Transmitter and Gateway
- If red "X" light on Transmitter is flashing one time or three times, contact support. If red "X" light is blinking two times, proceed to next step. (See table below.)
- If connectivity for Transmitter is inadequate, change the nearest Gateway location or add an additional Gateway near the transmitter. Then re-test.
- If connectivity for a Transmitter is inadequate despite having a Gateway near the transmitter, try re-testing with an alternate transmitter near the Gateway to make sure the original transmitter is not defective.
The StarWatch Connect Gateway and Transmitter devices also possess diagnostic LED lights that can be used to help identify and correct common installation issues per the tables below.
StarWatch Connect Gateway LED Reference Table
| Light | Flashes | Meaning | Action |
| Status | 1 | Last transmission successful to website | None - normal operation |
| 2 | Last transmission successful to website but low signal | Follow troubleshooting to improve Gateway connectivity to website | |
| 3 | Attempting to communicate with Transmitter | None – normal operation If Status light does not eventually transition to 1 or 2 flashes, review other lights to determine potential cause |
|
| Fast | Attempting to communicate with website | ||
| Power | None | Not connected to external power | Make sure Gateway is plugged into outlet |
| 1 | Charging from external power | None – normal operation | |
| 2 | Low battery | Make sure Gateway is plugged into outlet to charge battery | |
| Info | 1 | No Transmitter connected | Follow troubleshooting to improve Transmitter connectivity to Gateway |
| 2 | Transmitter connected | None – normal operation | |
| 3 | Battery too low to connect to website | Make sure Gateway is plugged into outlet to charge battery at least 1 hour | |
| Failure | 1 | Website unavailable or not responding | Contact support |
| 2 | Insufficient cellular signal | Follow troubleshooting to improve Gateway connectivity to website | |
| 3 | Device not registered on account | Contact support | |
| Fast | Hardware error |
StarWatch Connect Transmitter LED Reference Table
| Light | Flashes | Meaning | Action |
✔ |
1 | Last transmission successful to Gateway | None - normal operation |
| 2 | Last transmission successful to Gateway but low signal | Follow troubleshooting to improve Transmitter connectivity to Gateway | |
| Fast | Attempting to communicate with Gateway | None – normal operation If this light does not eventually transition to 1 or 2 flashes, review other lights to determine potential cause |
|
❓ |
1 | Not receiving information from StarWatch Gauge | Make sure Transmitter wire is completely connected to StarWatch Gauge and StarWatch Gauge is showing level and pressure measurements (not in power conservation mode) |
| 2 | Low battery | Replace Transmitter batteries | |
✖ |
1 | Device not registered on account | Contact support |
| 2 | Insufficient connection strength to Gateway |
Follow troubleshooting to improve Transmitter connectivity to Gateway | |
| 3 | Hardware error |
Contact support |