My Mozaë base station is disconnected: what should I do?

A disconnected Mozaë base station no longer transmits your sensors' measurements, and you no longer receive alerts. Four checks, carried out in order, are usually enough to find the cause.

This article contains the following sections:

• Restarting the installation
• Testing without the surge protection socket
• Checking your internet source
• Checking the output of the power supply unit
• Preparing a remote intervention

Restarting the installation:

To restart the base station:

1. Disconnect the base station from the mains, as well as the network cables from the power supply unit.
2. Wait 10 minutes.
3. Reconnect everything.

When reconnecting, check the ports: the cable from the PoE output goes to the base station, the cable from the LAN output goes to your internet source. Swapping them is enough to prevent any connection.

Testing without the surge protection socket:

If you use a surge protection socket, reconnect the base station without going through it. If the base station reconnects, the socket has done its job during a thunderstorm: it is out of order and must be replaced.

Checking your internet source:

This test shows whether the device that provides internet to the base station (modem, router) is working.

To test the internet source:

1. Connect a computer to this source, via Wi-Fi or cable.
2. Run a web search.

If the computer has no internet, the problem comes from your internet source, not from the base station.

Checking the output of the power supply unit:

If your internet source is working, check the power supply unit.

To test the unit:

1. Disconnect the cable from the PoE output from the base station.
2. Connect this cable to your computer.
3. Run a web search.

Preparing a remote intervention:

When a setting of the internet source is the cause, our team needs to take remote control of the base station's network.

To prepare the intervention:

1. Connect your computer to the same internet source as the base station.
2. Download TeamViewer on this computer.
3. Write to us to arrange an appointment with a technician, or call us during our opening hours.

If you do not have the equipment needed for remote control, make an appointment directly with your technician.

Related articles:

• Checking the connection status of your Mozaë base station
• Installing and connecting the Mozaë base station