My Gateway is Offline
The following will help troubleshoot and resolve Gateways with an Offline status. Gateways are receivers for other sensors, so we recommend troubleshooting Offline gateways first to ensure full reception in your installation before moving on to troubleshooting any individual devices.
Tips for Gateways showing Offline
Check for Power
First, verify that your Gateway is powered on . If you have one of our gateways, check our Gateway articles for videos and images showing proper operation. All gateway models have some LED lights on them, so look for light activity to verify power, or try plugging something else into the outlet. You can also try an alternate outlet to determine if the issue is the gateway itself or a specific outlet.
Check Connectivity
For Ethernet Gateways:
Verify that your Ethernet port you have the gateway plugged into is active and provides an internet connection. If you can, please verify with another device, such as a laptop, on the same port to verify internet is accessible. You can also try different Ethernet cables to rule them out as the issue. Please also review our article on Tips for networks with firewalls with your network administrator in case you have MAC filtering / port blocking on your network.
If you have multiple Ethernet gateways on site and only one is encountering a problem, please take one of the functional ones over to that same location and plug it in. By using a known working gateway you can help identify if the Ethernet port, the power adapter, or Ethernet cable is potential source of the problem.
For Cellular Gateways:
The #1 source of Cellular gateway connectivity issues is related to billing problems for the SIM card. SIM service providers are quick to shut off cellular service when there is any interruption in billing for the SIM card.
If you are directly paying for your own SIM card, please double check that there is not an interruption in your billing that might be to blame.
If you purchased the device with an active SIM, please contact support to verify that the SIM is still active.
The next most likely reason a cellular gateway might drop out is due to cellular signal reception problems. This can occur for a variety of reasons: temporary downtime or changes with the local cellular network, on-site interference, or simply due to deployment of the gateway in a difficult area for cellular reception, like:
Basements & underground parking
Elevators
Warehouses
Concrete, steel, or Low-E glass buildings
Consider power cycling the gateway to force re-connection to the cellular network. If your gateway has a battery backup, make sure this is removed as well to ensure it power cycles.
If you have a gateway that switches often between Offline and Online, consider where you have the Gateway installed.
Ensure that the gateway is not surrounded by metal.
Try to not deploy a gateway into an area where it is surrounded by electrical equipment, especially noisy equipment.
Ensure that the gateways antenna(s) are not touching metal.
Try to elevate the gateway and if possible try to not deploy the gateway in a basement location or other difficult interior location where achieving an external cellular signal will be challenging.
Try to reposition the gateway to see if you can achieve better cellular signal connectivity.
Most gateway models can be connected via Ethernet for fail-over capability. This might help cover the gap for instances where cellular dropouts are temporary.
Power Cycle the gateway
If the gateway is offline, try power cycling the gateway:
Disconnect the power cable from the gateway.
💡 Note that some gateways (Kona Micro) may have Battery backup. When in doubt you can refer to the specification information we have available for your gateway.Wait 5 seconds.
Reconnect the power to the gateway.
Your gateway device will power on and connect to the Internet. The gateway device will then be ready to use once again.
Please allow up to 10 minutes for gateways to boot up and reconnect to the cellular network after power cycling them
If all else fails, please contact us and we can look at the backend to see if might be able to find the source of the issue with your cellular gateway. Please provide the Gateway ID (i.e eui-1234567812345678) and a picture of the SIM card if you need to contact us related to cellular gateway issues.