Have you received an e-mail saying your Telraam isn't currently sending any data and you want to get it counting again? Or maybe you’ve noticed there’s an issue with your device?
Test 1 - Check your Telraam is indeed offline
If you’ve received an e-mail with the subject "Your Telraam appears to be offline", you can first confirm this by logging in to your dashboard to see if the counter is active and the data is up-to-date.
To see how to do this, see: "How can I see if my Telraam is sending data?"
If no data is being sent, then follow the steps below:
Test 2 - Turn it off and on again
Like any computer, the Telraam might simply require a reboot, or may not be counting due to an issue on the device itself or because of the software on the SD card.
1️⃣ Unplug the device, wait 10 seconds, then plug it back in again
🔴 Is the red light on continuously? If not, try using a different power adapter and cord. For further information, see this article : "My Telraam device is shutting down".
🟢 Did a green light blink for about 20 seconds when restarting? If not, there may be an issue with the software and this will need to be updated.
To update the software on your SD card, see: "Update the Telraam software yourself".
If you need support with this, send us an email at email@example.com, letting us know what steps you have completed so far.
🔄 In most cases this should resolve your connection issues
Still not counting?
Test 3 - Check your WiFi connection
2️⃣ The Telraam may not be counting because of a poor WiFi connection.
➡️ Is there a problem with the strength of Wi-Fi signal where the device is located? If possible, try moving the Telraam closer, or give the WiFi router a clearer space away from other electrical devices or walls to reduce interference.
➡️ Are there different frequency bands available (2.4 GHz and/or 5 GHz)? If possible, connect your Telraam to the 2.4GHz network, as the Telraam has known connection problems with 5 GHz networks.
➡️ If your WiFi consists of multiple access points and they all have the same name, the device may not connect to the access point closest to it. Try changing the name of the access point closest to the device (e.g. to “telraam-access-point”) and when connecting your device to your WiFi, you know to choose this WiFi access point.
➡️ Has anything changed recently with your home WiFi? E.g. new provider, or have you changed the password? Then you may need to reconnect the Telraam to the internet. See: (Re-)Connect your Telraam device to the internet for how to do this.
For further information on WiFi issues, see this related article: "The connection between my Telraam and the wifi sometimes breaks down".
❌ If any of these steps are unclear or too difficult, get in touch via firstname.lastname@example.org letting us know what steps you have completed, and the answers to the questions above (red/green light, questions regarding the WiFi).
You may use the following template to draft your message:
- After rebooting the Telraam, the red light is on continuously: yes / no
- After rebooting the Telraam, the green light blinked: yes / no
- My WiFi signal is strong enough: yes / no / don’t know
- The Telraam is connected to a 2.4GHz network: yes / no / don’t know