Troubleshooting

Common issues

Some commonly encountered issues are shown in the table below.

Problem

Probable diagnosis / solution

For units using GPS, the unit may consistently take a very long time (a few minutes) to make a GPS connection.

This may be due to a poor GPS reception caused by nearby obstructions. Consider relocating the device or using a higher gain antenna.

Alternatively turn off the GPS function at the HyDip website where the GPS does not need to be updated each sync.

Devices which consistently take a long time to synchronize and are powered from battery only may have reduced battery life.

Synchronization consistently fails.

In most cases a synchronization failure is caused by one of the following:

  • Poor reception or no 3G/4G antenna attached.

  • SIM card does not have internet/data access enabled.

  • SIM card has a PIN number enabled.

  • Missing SIM card.

  • Incorrect APN.

Note that a synchronization failure does not mean the loss of any data. All data will be uploaded on the first successful sync.

Device recovery

In the unlikely event that the device firmware becomes corrupted, it will require a complete restoration. In this case the device will revert to the default firmware; when it connects to the internet using the default firmware, the latest firmware version from the HyDip server will be downloaded automatically.

🚧

This option is not normally required

It is intended only for debugging purposes and should be performed only by a trained operator under instruction from the HyDip vendor. It allows you to restore to the previous firmware.

There are two methods to enforce a factory reset:

Method one: menu option

  1. From the Settings menu, select FW downgrade. You'll see the following screen:
Screen protecting the HyDip device from an unauthorised downgradeScreen protecting the HyDip device from an unauthorised downgrade

Screen protecting the HyDip device from an unauthorised downgrade

  1. Enter the same PIN code that was used to enter the settings menu.
  2. Press ENTER. Note that:
  • If ENTER is not pressed within 30 seconds the device will return to standard screen.
  • If a firmware downgrade is attempted while the device is syncing, a message will be shown saying REQUEST DENIED.
  1. If the reset code is accepted the message 'Press RST button and hold for more than 7 secs' will be shown.
  2. Using a pin or small screwdriver
  • locate the RST button on the left side plate of the device
  • press and hold it in until the message 'Please release RST button' is shown. Release the button. At this point the device will reboot and start the firmware downgrade process. The firmware downgrade screen will show:
Firmware downgrade screen. Version number will vary.Firmware downgrade screen. Version number will vary.

Firmware downgrade screen. Version number will vary.

  1. Wait until the firmware downgrade finishes. This might take a couple of minutes.
  2. After a successful downgrade the device will try to sync automatically, and install the latest firmware.

Note that:

  • If the RST button is not held in for long enough the firmware downgrade request will not be accepted. This is to prevent accidentally downgrading the firmware.
  • If the device is powered off before finishing a firmware upgrade or downgrade, the process will continue after it is powered up again.

Method two: reset button

  1. Switch off the device with the power switch (position 0).
  2. While holding the RST button in, turn the device on with the power switch. Continue to hold the reset button until the message 'Please release RST button is shown'.
  3. Release the RST button. The firmware downgrade screen will be shown:
Firmware downgrade screen. Version number will vary.Firmware downgrade screen. Version number will vary.

Firmware downgrade screen. Version number will vary.

  1. Wait until the firmware downgrade finishes. This might take a couple of minutes.
    After a successful downgrade the device will try to sync automatically to the HyDip server, and install the latest firmware.