Issue

I am unable to communicate with a new device on my site from my Amatis phone app or app.amatiscontrols.com.

Troubleshooting

If you are a company user: Using the Amatis Border Router (AMBR) App, try confirming your device is communicating on the network. If you are not a company user, please continue to chat with us:

1. Log into the Amatis app

2. Select the "Config" icon in the left navigation

  • Confirm that the device has a green heart next to it.

  • If the devices are not green, verify that they have power

3. Select the "AMBR" icon in the left navigation.

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4. Log into the AMBR

  • Username: admin

  • Password: lmbrpass

5. Select "Devices"

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6. Press the ping icon for the device in the list

The ping icon:

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7. Softreboot the AMBR

Follow the steps here: soft reboot

8. If it is a multi-AMBR site: Build Master Routes

If the device can be pinged from the AMBR app, and it has recently been moved to a child router from the master in a multi-AMBR configuration, navigate to "Build Master Routes" in the AMBR app main navigation.

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9. Refresh the AMBR app

If your device has not been moved, or your network consists of only one AMBR:

  • If the device is not pingable and stale, make sure the device is powered up and within range of the AMBR.

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