My Gateway is Offline

Owned by Brent Meriwether (Unlicensed)
Last updated: Dec 28, 2023 by Rob Siegel
2 min read

The following will help troubleshoot and resolve Gateway or Device Offline status.

Related:

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 networks with 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.

  • 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.

The second most likely reason a cellular gateway might drop out is due to cellular signal problems. This can occur for a variety of reasons: temporary conditions with the local cellular network, on-site interference, or simply due to deployment of the gateway in a difficult area.

  • Consider power cycling the gateway to force reconnection to the cellular network.

  • If you have a gateway that continues to drop 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 equipment, especially noisy equipment.

    • Ensure that the gateways antenna(s) are not touching metal.

    • Try to elevate the gateway and if possibly 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 gateways can be connected with Ethernet for failover capability. This might help for instances where cellular dropout is temporary.

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:

  1. 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.

  2. Wait 5 seconds.

  3. Reconnect the power to the gateway.

  4. Your gateway device will power on and connect to the Internet. The gateway device will then be ready to use once again.