Troubleshooting Radio Not Showing in Dashboard / "No Supported Radios are Attached"

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Customer Support
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NOTE: As of November 23rd, 2022 there is an ongoing issue with some small cell radios disappearing from the radio dashboard. FreedomFi has been made aware of this issue and is currently investigating. If you are experiencing this issue, please follow the troubleshooting steps listed in this article and if the issue remains, submit a ticket to both FreedomFi and your radio vendor as they will need to gather additional information.

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Check Common Issues First

Prior to performing any troubleshooting, be sure to check the FreedomFi Status Page to see if there are any system outages or service issues that might be causing your issues. If issues are reported, wait until they are confirmed to be resolved before trying to troubleshoot further. The Helium 5G miner specific section of our article on staying up to date with problems and changes provides some other valuable tools for verifying if the issue you're having is network wide.

If there are no ongoing outages or other network issues, first try rebooting both the Bobber 500 gateway and the radio(s) in question. Follow our article on how to access the local dashboard and press the Reboot button to reboot the gateway. The only way to reboot radios at this time is to remove their power source, wait a minimum of 30 seconds, and then restore power to the radio. There is no button available to reboot radios.

After rebooting the gateway and radio(s), wait at least five minutes for the gateway to reconnect and then check the local dashboard once more to see if the issue has resolved.

If the radio(s) are still not showing as connected in the dashboard, ensure the radio(s) are able to get a GPS lock. Radios without a GPS lock can be prevented from showing up in the dashboard entirely.

  • Indoor Radios: The GPS antenna is external to the unit. Ensure the connector is securely screwed onto the port on the radio and place the GPS antenna in a window or other location where it will have a clear view of the sky.

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  • Outdoor Radios: GPS antenna is built into the radio housing. Ensure the radio has a clear view of the sky. Radios installed under overhangs, covered by roofs, or under large amounts of foliage/tree cover may have issues locking onto GPS satellites.

After checking the above, wait five minutes before checking the local dashboard once more. If the issue still has not resolved, proceed to the next section to check power connections.

Check Power Connections

If your radio has status LEDs, ensure the LEDs are lit. To rule out a power issue, check all power connections and try alternatives:

  • Indoor Radios: If using the included wall adapter, ensure it is securely plugged into an outlet and the other end is securely plugged into the radio power port. Try a different wall outlet (preferably on a different electrical circuit) to rule out outlet issues. If using PoE, unplug and re-seat both ends of the Ethernet cable and ensure the PoE injector power supply is connected to a working outlet and try another wall outlet to rule out outlet issues. Ensure the Ethernet cable to the radio is connected to the proper port on the PoE injector. If using a PoE switch, ensure the switch power supply is plugged in and try another wall outlet to rule out outlet issues.
  • Outdoor Radios: Outdoor radios are powered via PoE. Unplug and re-seat both ends of the Ethernet cable and ensure the PoE injector power supply is connected to a working outlet and try another wall outlet to rule out outlet issues. Ensure the Ethernet cable to the radio is connected to the proper port on the PoE injector. If using a PoE switch, ensure the switch power supply is plugged in and try another wall outlet to rule out outlet issues.

If the issue still has not resolved, proceed to the next section to check the radio's connections to the gateway.

Check Radio to Gateway Connections

If your radio is directly connected to the gateway, ensure the connections are plugged into the correct ports. Ethernet should be connected to the radio's WAN port on one end, and the Bobber 500's eNB port on the other. Check both ports for activity lights. If there is no activity, try using a different Ethernet cable in case of an issue with the current cable and ensure the cable length does not exceed 100 meters.

If using a switch to connect your radio, ensure the Ethernet cable connecting the radio to the switch is connected to the correct ports. The cable should connect to the radio's WAN port on one end, and an available LAN port on the switch on the other end. Ensure the Ethernet cable connecting the switch to the Bobber 500 is connected to the correct ports. The cable should connect to the Bobber 500's eNB port on one end and the switch's WAN or Uplink port on the other end. If there is no activity, try using a different Ethernet cable for both connections in case of an issue with the current cable and ensure the cable length does not exceed 100 meters. Additionally, try another LAN port on the switch in case of port issues.

If the issue still has not resolved, proceed to the next section to test the radio's WAN port and firmware using your router.

Troubleshooting the Radio WAN Port Using Your Router

To test the function of your radio's WAN port, connect the radio's WAN port directly to your ISP router's LAN port using an Ethernet cable, and power on your radio. Once connected, refer the check router's connected devices page section of our article on troubleshooting network issues to see how to look for a connected device. Check for the radio (the display name will depend on the type and brand of radio you own - Baicells, Mosolabs, Sercomm, etc). If the radio shows as a connected device, note its internal IP address.

Using a computer on the same network (connected to the same router), open a web browser and type the IP address of the radio into the address bar and hit the Enter key. The page should fail to load - this is expected as the Helium compatible radio firmware does not allow for end user configuration. If you are brought to a login page (such as a Baicells configuration login page), the radio most likely does not have Helium compatible firmware installed. Reach out to your radio vendor for instructions on updating the radio to make it compatible with Helium 5G hotspots.

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If the radio shows connected but the page does not load, proceed to the next section to test the gateway's eNB port function.

Troubleshooting the Bobber 500 eNB Port with Your Computer

To test the function of your Bobber 500's eNB port, connect the Bobber 500 eNB port directly to your computer or laptop's Ethernet port via Ethernet cable. Disable WiFi on your computer or laptop so the Ethernet connection is the only network connection in use, and set your Ethernet interface to accept IP addresses via DHCP if you have previously set it to a static IP address (if you have not set a static IP address for your computer, this can be skipped). Check for activity lights on both ports.

Check the IP address assigned to your computer or laptop. For Windows devices, open a Command Prompt and type ipconfig /all and hit the Enter key. Check the assigned address for your Ethernet port.

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For Mac or Linux devices, open a Console or Terminal window and type ifconfig and hit the Enter key. Check the assigned address for your Ethernet port.

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The Ethernet interface should be assigned an IP address similar to 10.0.2.X by the Bobber 500's eNB port (for example, 10.0.2.241). This indicates the port is working and the gateway software is configuring devices on the port properly.

If the address is similar to 169.254.X.X (for example, 169.254.0.15), this means the Ethernet port was not assigned an IP address. Unplug and re-seat both ends of the Ethernet cable and verify there are activity lights on both ports. Try using a different Ethernet cable in case of cable issues.

If the issue persists, submit a ticket here to Bobcat Support for investigation and include pictures or screenshots of tests whenever possible.

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