We are working on solution to fix this bug on our current stack that should be deployed in the coming weeks.
For a gateway to appear offline on the TTI console, there are several reasons:
Network errors, such as unstable wifi, sim running out of data, firewall changes.
Wrong configuration
TTI metrics service went off.
In this article we are going to explain reason number 3.
Gateway metric services goes off
When writing the Gateway metric services, we are making reference to the customer facing services in charges of providing users with insight on their gateways.
TTI gateway traffic monitoring and metrics is not officially released and suffer from several bugs and the most famous one is “Randomly losing connection to the routing services” . This bug can impact any gateways but in most cases will impact all of your gateways.
Failure on this service does not impact the message routing. Your device uplinks and downlinks will still go through.
This is only cause a “display” problem where the gateway appear offline on the console and the gateway traffic is never shown.
How to detect it
Since this service only affect the information display it can easily be confounded with a routing or gateway incident.
To make sure your hardware deployment is safe and working, go to a device traffic page that you know is in range of the gateway(s). Once you an uplink appear you can expend it and look at the gateway metadata. If your gateway(s) show(s) up then that’s the bug otherwise your gateway have a problem. In the event no uplinks are being showed then they should then it is another problem (see the start of the article).
Restore
In case you identified this bug you can contact the support so they can restore the metric service. The operation only take a few minutes.
Customer on with a support plan can contact the support directly but make sure to indicated all the necessary information (EUIs, timeline, etc…).