⛅ The Things Network Learn

Network Troubleshooting

Is something not working like it should? This section is here to help you find out the issue might come from.

If you have issues specifically with a gateway, see Gateway Troubleshooting.

Check the Status page

Did everything work before? Before going through a list of possible causes, please check The Things Network Status to see if all services are operational.

Application is not receiving data

If your application is not receiving data anymore, please check the following:

  1. Make sure the application authenticates correctly, with a valid App ID and App Access Key. See the Application overview of your application in The Things Network Console
  2. Check if you see data flowing in the Console, see the Data tab
  3. Check if your device has been seen at all. Go to Devices, select a device, and check the Last seen (see also below)
  4. Check one or more gateways covering your device are online, see the community map, or the Gateways section in the Console. For issues specifically with gateways, see Gateway Troubleshooting

Network is not receiving device data

If the network does not receive data from your device, i.e. the Last seen date and time of a device is longer ago than expected, please check the following:

  1. If your device is configured as ABP, the frame counters may be reset because of a power cycle. Please program devices as OTAA as soon as you can. In the meantime, you can go to a device in the Console, and click reset frame counters next to the device’s frame counters
  2. Check one or more gateways covering your device are online, see the community map, or the Gateways section in the Console. For issues specifically with gateways, see Gateway Troubleshooting

Other issues

Our public community network is run by the community. The best way to reach out to the community for questions and issues is through The THings Network Forum and Slack (request invite in your account): the #support and #ops channel.

Commercial support

The Things Industries offers hosted solutions and commercial support. See Pricing for plans and pricing.