Hello all, about 2 weeks ago I put in a support because my Halow signal was getting weaker. It was constantly jumping back and forth to 4G. I checked antenna connections, I replaced the data center, I tried multiple reboots. . . nothing. It hardly ever connects to Halow now. It is showing -91 dB at 100’ from the DC with direct line of sight. Last reply from support was that they were forwarding my ticket to FSE 5 days ago. I hit the 4G limit last week so the unit is completely inoperable. I sent a follow up asking for resolution but no reply. I already purchased a replacement HaLow antenna for the rover but no improvement. I also removed the cover and connected the antenna directly to the board to rule out the cable. I just ordered the DC side antenna. I guess if that doesn’t work, I need a replacement DC? Am I missing any other troubleshooting steps? My DC is on the roof of a 3 story, is it possible too high?
If you already replaced the DC, then the odds of it being that again are not likely. My guess is it’s something on the core main board itself. Make sure you’ve documented all of this in your ticket then drop the ticket number here so @Yarbo-Forum can follow up with it for you.
Hi there, really sorry for the delayed response and the inconvenience this issue has caused. I’ve checked your support ticket in our system, and our team currently needs Yarbo to be connected to the Internet so we can perform a remote diagnosis for your unit.
Could you please follow the troubleshooting steps provided in your ticket and let us know once they’ve been completed? After that, our team will continue the investigation and work on resolving the issue for you as soon as possible.
Thank you again for your patience and for all the troubleshooting efforts you’ve already gone through.
Dumb thought, my Halow antenna on the DC had sagged, pointed down and filled with rain water. Halow signal was weakened a bunch. Turned it right side up and drained it, works better.
Do you not have the clip or stabilizer bar on it?
The HaLow antenna are passive unlike the GPS ones. The sag is bad, but once it dries you should be good.
A clip was mentioned in the instructions of the DC but I never got one. So I don’t.
If you reach out to support, they can send you one.
Same issue here. They are shipping me a new core. This will be my third core.
Sorry I didn’t mean I physically replaced the DC. I was instructed by support to use the “replace Data center” function in the app to reconnect my data center to the core.
Hi I have tried connecting the core to local wifi so support can troubleshoot. But it must be disconnecting on its own sometime during the night . It’s just been sitting on the charger so I’m not sure why its disconnecting. I also purchased an unlimited data plan from ATT and installed the sim in the core. So the 4g connection has been restored. I had a support call scheduled today but nobody called.
side question, is there a way to disable the 20 minute limit on smartvision over 4g since I am using my own sim? Until support can get my HaLow working again, I am running exclusively on 4g and I need smartvision to remotely troubleshoot obstacle issues.
Not a dumb thought. My DC is way up high and not easily accessible. I did use the included stabilizer bar though so its not the issue. I also removed and reseated the antenna just to be sure.
Hi there, I’m really sorry about the missed support call. Could you please help reschedule a meeting with our team so we can continue assisting you with the troubleshooting?
Also, regarding the 20-minute Smart Vision limit over 4G, we’re sorry that there is currently no way to disable this restriction, even when using your own SIM card. However, I understand your use case and will pass this feedback and request along to our product team for further consideration.
I would need a new invitation link from support. You would think the person who ghosted the appointment would at least allow me to reschedule. I messaged them 30 minutes after the appointment time but they haven’t responded. This is getting ridiculous.