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Humly Sensor Gateway - Troubleshooting

This article helps you find out why sensor data does not reach Humly Control Panel. Start with the symptom you see, and work through the checks in order.

In this article

How data travels

A reading passes several steps before it reaches Humly Control Panel. Find the last step where it still arrives, then look at the next one.

  1. LoRaWAN: sensor, then gateway, then network server, then HSG. MQTT: sensor, then the broker in HSG.
  2. HSG: the sensor is approved and online.
  3. Humly Control Panel: the licence and integration are active, and the sensor is assigned to a resource.

A sensor shows as offline

The Issues column on the Sensors page says why.

IssueWhat to check
no reading in 1h or never reported (LoRaWAN)
  • Is the sensor's battery fine?
  • Does the network server show recent uplinks from the sensor? If not, the problem is between the sensor and the network server.
  • Does the network server show recent uplinks from any sensor? If not, check the gateway. Some gateways stop forwarding data after a network interruption while they still look connected. Restart the gateway's packet forwarder.
  • Does the sensor simply report less often than once an hour? Then it shows offline between reports.
broker reported disconnect or never connected to broker (MQTT)
  • Does the sensor have a network address? A sensor that cannot get an address from DHCP stops sending. A restart of the sensor often fixes this. Use fixed addresses or DHCP reservations to prevent it.
  • Is MQTT switched on in the sensor, with the HSG server as the broker?
  • Can the sensor reach the HSG server on port 1883?
  • Did the HSG server's IP address change? Then update the broker address in each sensor.

A sensor never appears in HSG

  • LoRaWAN: Check the webhook address and token in the network server. A wrong token gives HTTP 401 in the network server. Check that the sensor's payload is decoded, with field names that HSG reads. See Connect LoRaWAN sensors.
  • MQTT: Check that the sensor's topics start with the topic prefix from HSG. Look for "unknown sensor" warnings on the Logs page.
  • Atlona AT-OCS-900N: The sensor only publishes when something changes. Walk under it to trigger a reading.

An MQTT sensor gets "not authorised"

The Logs page shows disconnected: not authorised for the sensor. The username or password in the sensor does not match HSG.

  1. On the Sensors page, use Regenerate password on the sensor.
  2. Enter the new password in the sensor and save.
  3. Restart the sensor.

Readings are in HSG but not in Humly Control Panel

  • The sensor is pending or disabled. Only confirmed, enabled sensors send readings. Confirm or enable it.
  • The licence is missing or expired. The HSG log shows The Humly Sensor Gateway license is missing or has expired. Add a valid licence under Settings > Licenses in Humly Control Panel.
  • The integration is off. The HSG log shows The Humly Sensor Gateway integration is not enabled. Turn on Humly Sensor Gateway under Settings > Sensor integration in Humly Control Panel.
  • HSG cannot reach Humly Control Panel. Check Settings > HCP pairing in HSG. Check that the HSG server can reach the Humly Control Panel address over HTTPS.
  • The sensor is not assigned to a resource. In Humly Control Panel, add the sensor to the room or resource in its sensor settings.

A reading looks old

Some sensors only report when a value changes. In a quiet room, the last reading can be hours old. That is normal.

HSG also skips an unchanged value if it sent the same value in the last 60 seconds. A changed value goes through straight away.

You cannot sign in to the dashboard

  • "Too many login attempts": Wait one minute and try again.
  • Lost authenticator app: Sign in with the recovery code you saved when you turned on two-factor authentication.
  • Lost admin password: HSG has no self-service reset. Email support@humly.com.
  • The page does not load: Check that the HSG service runs, and that port 3100 is open in the server's firewall.

Contact Humly support

Email support@humly.com and include this information. It saves a lot of time.

  • The HSG version, shown in the top left of the dashboard.
  • Windows or Linux, and the operating system version.
  • The sensor brand and model, and LoRaWAN or MQTT.
  • The HSG log: on the Logs page, click Download.
  • The full service log:
    • Windows: C:\ProgramData\Humly\SensorGateway\logs\HsgService.log
    • Linux: sudo journalctl -u humly-hsg --since "1 day ago" > hsg.log

Humly Sensor Gateway guide

Get started

Install and set up

Connect sensors

Manage and troubleshoot