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Device Error Monitoring and Troubleshooting

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Device Error Monitoring and Troubleshooting

General

Device error monitoring helps keep the device fleet operational.

Most device issues are related to device pairing. This guide explains how to monitor device errors and how to resolve the most common problems.

Monitoring Device Pairing Issues

  1. Open Statistics → Device Errors.
  2. Select the time period to review.
  3. View the error summary or open an individual error for more detailed information.

In the device errors statistics, you can examine, for example:

  • the total number of errors
  • repeated errors, which may indicate a broader or structural problem.

Device Troubleshooting

"Device does not appear in Gillie"

  • Check if the device is linked to a customer in the source system who is also in Gillie.
  • If the customer is archived in Gillie, Gillie will not receive data from the device.
  • Check with the administrator if the device needs to be added manually to the customer
    1. Manual addition is done by going to the customer view
    2. select devices
    3. Select new device
    4. Choose the correct device from the list
    5. Enter the device identifier and save

"Device appears in Gillie but has not sent any data"

  • Check if the device identifier created in Gillie matches the one in the source system.
  • Check if the customer identifier, personal ID, or ID is the same in the source system as in Gillie.
  • Verify if the customer or device appears in the device errors report.

Tip: You can create an alert in Gillie if a device has not sent any data within X period of time.

"Device appears in Gillie and has stopped sending data"

  • If data was previously received, check if the device is sending data to the source system.
  • Check the device’s network connection.
  • Check the battery or power status.

"Device appears in Gillie but no longer exists"

  • The device was likely paired manually and the pairing was not removed after the device was discarded.

Device Troubleshooting

Go through the following steps in order:

  1. Check the battery or power source - Make sure the device has sufficient power. Charge the device or replace the battery as needed.
  2. Check the network connection - Ensure the router or gateway is on and its indicator lights are functioning normally.
  3. Check the device placement - Make sure the device is installed and positioned according to the device instructions. Also verify that any sensors are properly in place.
  4.  Check the connection status in Gillie
  5. Restart the device - Restart the device according to its own user instructions.
  6. Check the device pairing - Ensure the device identifier is correct and that the customer exists in Gillie.

What is the likely cause of the problem?

  • The device is offline: First check the battery, power source, and network connection.
  • The device is sending abnormal data: Check the device placement and sensor attachments.
  • The connection is intermittent: Check the wireless network signal and possible sources of interference.
  • Device pairing fails: Verify the device identifier and any previous pairings.
  • Multiple devices are offline at the same location: Check the common router, gateway, or network connection.

Best Practices

  • Respond to device errors as quickly as possible.
  • Monitor recurring errors and replace devices that frequently malfunction as needed.
  • Report issues affecting multiple devices or broader problems to the device supplier.

When to Contact Support?

Contact support if:

  • you have gone through the troubleshooting checklist but the problem is not resolved
  • the same problem recurs with the same device
  • multiple devices at the same address or unit are offline simultaneously
  • the device does not start or appears completely broken
  • the device supplier has been contacted and directs you to contact Gillie support.

If possible, include the following in your support request:

  • device identifier and device type
  • customer the device is linked to
  • time when the problem started
  • description of the problem or error message
  • troubleshooting actions already taken

Important: A functioning device fleet is a prerequisite for reliable care technology. Regular monitoring and proactive maintenance help prevent service interruptions.