Troubleshooting/FAQ

Below you will find a list of articles to help self-troubleshoot issues with your machines' signal.

FAQ

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How long does it take to calibrate my machines?

Machine calibration can be expected to take anywhere from 14-21 days. This is dependent on your machine having consistent runs of production with signal monitored by Amper over numerous hours or days.

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What do the different color lights on my gateway mean?

No LED lit - Gateway is not powered on.
White/Purple - Gateway is in Configuration Mode and will need to have the credentials for your local network entered.
Blue - Gateway cannot connect to your Wi-Fi (or local cellular) network.
Red - Gateway may lack the required reception strength to maintain a connection to our network.
Green or Yellow - Gateway is connected to your Wi-Fi (or local cellular) network with acceptable strength.

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For more information about these colors and troubleshooting methods, please visit the appropriate page for your gateway version:

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Where do I go, who do I need to email for help?

If you’re experiencing any problems with the Amper system. You can reach out to your Customer Success Engineer or directly to support@amper.xyz.

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My machine is running, but Amper shows that it’s idle. What can I do?

First, wait 10 minutes and double check the status of your machine in Amper. The Amper system has a ~7 minute delay when updating information in the system. If, after waiting, your machine still doesn’t appear to be monitoring correctly, reach out to your Customer Success Engineer or directly to support@amper.xyz - tell them what machine data doesn’t look right and over what period of time. We may need to recalibrate your machine signal.

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My machine data is grey and says “Lost”, what do I do?

Start by going to the Hardware page in your system settings. Using that page, find the machine showing “Lost” data and review any errors to your hardware for that machine. Your gateway may be offline or your aggregator may not be receiving a signal.
If your Hardware page is not showing any errors to the hardware, please reach out to your Customer Success Engineer or directly to support@amper.xyz.

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My machine is in production but Amper hasn’t updated yet. Is something wrong?

The Amper system has a ~7 minute delay when updating information in the system. First, wait 10 minutes and re-check the status of your machine in Amper.