Common Issues
Data transfer stopped
If data transfer was working before but stopped suddenly, please check the status page and see if there is any ongoing incident with the Helium Packet Router.
If there was no incident, please check if your OUI was locked due to insufficient DC balance. Lock
status can be verified by checking whether the "locked" field for each of your routes is true or
false. Query your routes by running:
helium-config-service-cli route list --commit
OUI DC balance can be checked with the DC balance widget.
LNS receives neither join requests nor uplinks
Please first follow the same advice on investigating why your device transfer might be unsuccessful.
If those scenarios were ruled out, it's helpful to double-check route and device configuration. A common mistake is that routes are not properly configured or the devEUI of the testing device is not added to the route.
Review the routing configuration guides.
LNS receives Join Requests but device unable to join
A device may have issues joining the Network if the RSSI/SNR values are sub-optimal. In practice, difficulty joining tends to show up when the RSSI value is worse than -120.
As outlined in the Max Copies section, join performance can be improved with the max copies setting.
If RSSI/SNR values continue to be low even after adjusting the max copies setting, it may be necessary to deploy additional coverage. Review the Hotspot onboarding guides for steps on adding Helium functionality to any existing LoRaWAN gateway.
Device able to join but not uplink
If the join process is successful but no further data is delivered, a common issue is that the Session Key Filter is enabled for the route, but the session key of the specific device is missing or out of date, since OTAA devices derive a new session key on every join. The Packet Router drops the device's uplinks before they reach the LNS.
Check if your route has enabled a Session Key Filter. If so, check if the device's Network Session Key is registered in that route by running:
helium-config-service-cli route skfs list --route-id <route-id>
You can find your device's Network Session Key in ChirpStack in the device's Activation tab.
Cannot perform routing changes
If you cannot perform routing changes such as updating the EUI list, SKF list, or max copies setting, or if all of your old devices are sending data but your newly provisioned devices are not, please check the status page and see if there is any ongoing incident with the Configuration Service.
Community Support
Helium developers and community members are active on Twitter, Discord, and GitHub.
As a closing note, these docs are open for contributions. If there are areas to improve the content here, please consider opening a pull request.