SCRAM GPS

SCRAM Beacon Troubleshooting

The corrective actions below are designed to assist you with isolating a problem with the GPS beacon. Perform the steps sequentially and stop once a step resolves the issue. If none of the steps resolve the issue, contact SCRAM Systems Customer Service.

Tethering and Assignment Issues

Symptom Corrective Action
Beacon will not tether to the GPS bracelet.
  1. Verify the GPS bracelet is compatible with a beacon:
    Incompatible Bracelet Warning - the bracelet is not compatible with a beacon.

    Information Most GPS devices with “GL” serial numbers are Beacon-compatible. If you receive the above warning on a GL device, your GPS bracelet may not be running the latest firmware. Contact SCRAM Systems Customer Support for assistance.
  2. Verify the GPS bracelet is charged and communicating. If not communicating, bracelet must be moved to a location where it can communicate.
  3. Verify the beacon is plugged into power and communicating.
  4. Contact SCRAM Systems Customer Support.
The beacon does not appear in the Device Grid. Ensure that both cable connectors (power and internet connection) are firmly inserted.
Beacon shows tethered but SCRAMNET GPS Dashboard shows devices are untethered.
  1. Advise client to leave the range of the beacon, wait 30 seconds, then return within range.
  2. If this does not resolve the issue, contact SCRAM Systems Customer Support
The devices experience frequent tethers and untethers.
  1. Perform a Range Check.
  2. Increase the Range as needed.
Devices still will not tether after troubleshooting. Contact SCRAM Systems Customer Support.
Beacon will not assign (yellow triangle warning).
  1. Verify the GPS bracelet is charged and communicating. If it is not communicating, move it to an area where it can communicate.
  2. Verify the beacon is plugged into power and communicating.

 

Beacon Will Not Communicate

Symptom Corrective Action
Beacon uses an Ethernet cable to connect to the internet and beacon display shows, “Error XX – Check Internet” where “XX” is one of the following error codes:

  • 01 (socket failure)
  • 02 (DNS Lookup failure)
  • 04 (ICMP Echo Request failure)
  • 08 (DHCP failure)
  1. Ensure the Ethernet cable is securely connected to both the beacon and the internet router.
  2. Reboot the internet router.
  3. Contact the client’s internet service provider (ISP) to determine if there is an outage in the area.
  4. If required, perform a hard reset of the beacon by disconnecting it from power and removing its backup battery. Wait a few seconds and then re-install the backup battery and reconnect to power.
  5. If none of these steps resolve the issue, contact SCRAM Systems Customer Support.
Beacon uses a “plain old telephone service” (POTS) line to connect to the internet (a “landline”) and beacon display shows, “Error XX – Check Internet” where “XX” is one of the following error codes:

  • 10 (Active link down)
  • 20 (POTS line in use)
  • 40 (POTS no dial tone)
  • 80 (POTS no carrier)
  1. Verify the POTS line is active by checking for dial tone. If no dial tone, check for an extension phone that is “off the hook” and hang it up; otherwise contact telephone service carrier.
  2. Ensure the telephone cable is securely connected to both the beacon and the phone jack.
  3. Check for an extension phone that is in use – the beacon will usually reconnect once the extension is no longer in use.
  4. If the client uses a DSL (VOIP) telephone service, confirm that a DSL filter has been connected to the phone line or phone jack to which the beacon is connected.
  5. If the client uses a DSL (VOIP) telephone service, reboot the DSL modem/router.
  6. Contact the client’s telephone service carrier to determine if there is an outage in the area.
  7. If none of these steps resolve the issue, contact SCRAM Systems Customer Support

Beacon is Blocked by a Firewall

For the beacon to operate correctly, it must be allowed access to the following ports and protocols (you may need to engage an IT/Network Admin for assistance):

Port Protocol Purpose
8883 TCP Secure MQTT (MQTT over TLS)
123 UDP Network Time Protocol – used for time synchronization
80 TCP Hypertext Transfer Protocol (HTTP)
21 TCP File Transfer Protocol (FTP)
n/a ICMP Echo Request Protocol that enables echo requests.
53 TCP & UDP Domain Name Services (DNS)
Must allow access to Google DNS (8.8.8.8 and 8.8.4.4)
n/a DHCP Dynamic Host Control Protocol

Contact SCRAM Systems Customer Support with any other GPS beacon-related issues.