Troubleshooting

Troubleshooting

This section provides help for common issues and frequently asked questions you may have when getting started with The Things Stack.

If you encounter a bug, please file an issue. If you have questions not covered here, please ask in The Things Stack Forum. To check the status of cloud services, see our status page.

Troubleshooting The Things Stack

How do I generate and authorize OAuth client keys?

See the authentication reference.

How do I create and authorize new users?

See user and organization management.

Troubleshooting Devices

How do I see device events?

Device event logs can be found in the console in the device’s general information page. See Working with Events for other ways of subscribing to events.

My device won’t join. What do I do?

  • Double check your DevEUI, JoinEUI or AppEUI, LoRaWAN and Regional Parameters Version, root keys (AppKey, and with LoRaWAN 1.1 or higher, NwkKey)
  • Check gateway and application events for traffic from your device
  • Double check frequency plan settings in your end device and gateways (they must be the same LoRaWAN band)
  • Double check your network connection. If there is a slow connection from the server to the gateway, the join accept message may be sent too late (this can happen when a gateway uses 3G as a backhaul). If using the CLI, run ttn-lw-cli gateways connection-stats <gateway-id> to see the round trip time (RTT) for your gateway
  • Check for duplicate use of JoinNonce (or AppNonce) and/or DevNonce
  • Check gateway and application events for traffic from your device
  • Check duty cycle restrictions
  • Device clock drift often occurs when SF12 is used
  • Check your antenna connections

Troubleshooting Gateways

How do I see gateway events?

Gateway event logs can be found in the console in the gateway’s general information page. See Working with Events for other ways of subscribing to events.

My gateway won’t connect. What do I do?

  • Double check your gateway settings in The Things Stack. Ensure your Gateway EUI is correct
  • Double check the configuration settings on your gateway. Is the network address the same address you use to connect to The Things Stack? Are your ports correct?
  • Check your gateway logs. For information specific to your gateway, see the Gateways section
  • If using Basic Station with the CUPS protocol enabled, double check your API Keys and certificates

Troubleshooting Common Errors

This happens when an Application is not linked properly to the Network Server. The Things Stack does not support external linking of the Application Server. Ensure that in your application, the Network Server address is blank and that the application API key is valid with linking rights.

Entity Not Found / Device Not Found

Your gateway receives traffic from all devices in range, and The Things Stack drops this traffic if no matching device is found. If you are trying to activate a device but receiving this error, double check your DevEUI and JoinEUI (or AppEUI).

In rare cases, this may also happen to ABP devices if a device resets its frame counters (usually because of a power cycle) and can not be found by the session. In this case, it is necessary to re-activate the device. OTAA prevents this problem from occurring, and is more secure in general, so it is the preferred form of activation when possible.

An uplink was received and forwarded by multiple gateways, but due to backhaul latency or a Packet Broker one arrived outside the deduplication window and was dropped.

Invalid Major / JoinRequestPHYPayload Length / Unknown MType

These are typically non-LoRaWAN traffic received by a gateway on your network.