Most inquiries about SPAN from installers are connected to communications.
We always recommend starting with checking the cable. It is good to verify everything is in the correct position, not hanging loose or damaged/knicked, and generally well seated.
When verifying communication between the aGate and SPAN we strongly recommend the use of a data cable tester on the ETH2 during the commissioning process.
If the installer has tested the LAN cable from the aGate Eth2 port to the SPAN with a data tester and it passes, but the SPAN still isn't receiving communication from the aGate, then FranklinWH will may create an escalated service ticket. It is recommended that the installer record a short video of the LED light at the aGate Eth2 port the issue is still present.
Upload the video to the Freshdesk ticket. The Eth2 port is located on the EMS and looks like this picture below.
Troubleshooting Note: If the LED at the port is on but is not blinking, it means that the issue is caused by no IP address assigned from SPAN; if the LED is off, it would mean that the CAN cable between the aGate and SPAN needs to be checked again.
See wiring diagram provided by SPAN below:
Certified SPAN installers have access to the SPAN commissioning app which has a toolbox feature with wiring diagrams for ESS integration as well, but FranklinWH employees cannot access this app.
If the installer contacts FranklinWH for guidance we can make recommendations but they can also contact SPAN technical support as well.