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Tips for Gateways showing Offline
Check for Power
First, verify that your Gateway device is powered on. If you have one of our gateways, check our Gateway articles for videos and images showing proper operation.
Check Connectivity
For Ethernet Gateways:
Verify that your Gateway is connected to the Internet. If you can, please verify with another device, such as laptop, on that same port to verify internet is accessible. Please also see our article on Tips for facilities that have secured firewalls in case you have MAC filtering / port blocking on our 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 it’s a Port, power adapter or ethernet cord 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 SIMS when there is any interruption in billing for the SIM card.
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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 and a picture of the SIM card if you need to contact us related to cellular gateway issues.
Power Cycle the gateway
Lastly, if it’s still offline, try power cycling the gateway:
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