Installation Guide
IX. FAQs and Troubleshooting
Q: What should I do if I encounter issues saving a Pebble ID in the mobile app?
A: First, try logging out and logging back into the mobile app. If this doesn’t fix the issue, please
default to recording the Pebble ID on the paper maps / layouts that will be provided.
Q: What should I do if a Pebble isn’t showing up online after installation?
A: First, repeat the Pebble activation step of placing the magnet against the Pebble. Wait 5
minutes, and check if that has resolved the issue. If the Pebble is still not online, remove the
non-functional Pebble, return it to Sidewalk Labs for debugging, and replace it with a new
device.
Note: if there are a large number of Pebbles in close proximity that are not online, there may be
an issue with the gateway (a gateway may be offline, or there may be insufficient gateway
density. In this case, please refer to the gateway troubleshooting FAQ below).
Q: What should I do if a Gateway isn’t transmitting data after installation?
A: First, repeat the gateway activation step of placing the magnet against the gateway. Wait 5
minutes, and check if that has resolved the issue. Second, try tightening the antennas that are
screwed on the outside of the box. Finally, if this gateway is still not online, remove the
non-functional gateway, return it to Sidewalk Labs for debugging, and replace it with a new
device.
X. Support
For questions or support, please contact pebble@sidewalklabs.com.
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