Gateway / Device Traffic

Hello,
We are using Laird Sentrius Gateways and our own custom modules. At one location, we are seeing everything work fine. At our US location, we are seeing the traffic from our module appear under gateway traffic but when we look at the individual devices some still say “never seen”. I found a similar issue listed and the answer was to reset the frame counter on the device but that did not seem to fix it. Any ideas?
Thanks!

any difference in set up / cable antenna / node

that could be anything … especially the node code and/or keys