There could be several reasons why you're unable to get your PLAATO Pro online. With many different network setups and wifi routers, extra security features such as firewalls and VPNs, it is common to experience challenges with first getting connected!
Not to worry, this guide will walk you through the various reasons why your PLAATO Pro may not be connecting. Please carry out the steps to get you connected and off to your first readings. 🚀
1. Battery Check 🔋 Ensure there is enough battery for the Pro to power on and connect
a) Unscrew the lid and take out the battery pack
b) Check the batteries are fresh and correctly inserted
c) Reinsert battery pack and toggle the device "On"
d) You should see the LEDs light up, which shows there is enough battery to connect.
2. The PLAATO Connect is not connected 🔌 You will have received a PLAATO Connect in your PLAATO Pro Shipment. Follow these steps to ensure it is connected.
a) Inside your PLAATO Pro box, you’ll find the Plaato Connect, an ethernet cable, and a power cord.
b) Plug the PLAATO Connect into power using the power cord.
c) Plug one end of the ethernet cable into the WAN Port on the PLAATO Connect and the other end into the LAN port on your WiFi router.
d) You should start to see the three LEDs begin to flash. Wait 2 mins.
e) While you wait, add your PLAATO Connect serial number to your account. On the mobile app, go to Account, Connect and click the '+' to scan the QR code on the back of the PLAATO Connect.
f) When you have three LEDs illuminated, the PLAATO Connect is successfully connected to the internet. Please verify by going to the app and checking Connect. If it shows heartbeats in the last few mins, you're successfully connected. If it does not show heartbeats straightaway, give it 2 mins and refresh the page.
3. The PLAATO Connect is not showing three illuminated lights/showing no heartbeat on the app🫀 There may be several reasons why your PLAATO Connect is unable to get online
a) The LAN port on your router is not connected to the internet - please check with your IT team to ensure that the port in question is correctly configured. Please click here to verify which ports are required for IoT communication.
b) Conflicting IP address - The PLAATO Connect is configured with the IP address 192.168.8.1. Some routers, like a select few Huawei routers, are also configured to use this IP address. This conflict will cause both the PLAATO Connect and the other device to malfunction. For instructions on how to resolve, click here.
c) Firewall and Security features are blocking communication - please check with your IT team to ensure that access is provided to required ports. Please click here to verify which ports are required for IoT communication.
4. The PLAATO Connect is showing three illuminated lights and I see heartbeats on the app but my Pro still won't connect
a) How far is your PLAATO Pro from the PLAATO Connect? We recommend no more than 60m between the two. Try relocating your PLAATO Connect closer to the tanks or putting it in an elevated position. Read here to learn more about optimal placement.
b) Is your PLAATO Connect in a separate room or IT cupboard? Obstacles such as walls can reduce signal strength, affecting the speed and reliability of data transmission between your PLAATO devices. Try relocating your PLAATO Connect into your cellar or read here to learn more about optimal placement.
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