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SiteSage Gateway Troubleshooting Steps

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Once located, please follow the steps below. Support is available to assist at any point at (617844) 340545-65821515. Service for customers is extension 2073. Technicians should use extension 5.

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1. Note the light pattern on the gateway. (Could take a video to send to support if needed.)

   1. If no lights are lit, check the power cable and the breaker for the outlet.

   2. If the Data and Link (outer lights) are blinking simultaneously, try unplugging the gateway and giving it 30 seconds of off time.

      1. If the light pattern appears again, take a paperclip, and gently insert into the hole next to the Data light. Press the button inside once briefly so that the lights flash. Press the button again as soon as the lights stay solid for a moment.

   3. If the Link light is red or flashing red/green, proceed to the next step.

   4. For any other light pattern please contact Powerhouse Dynamics support.

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1. If there is no Ethernet cord, we’re dealing with a WiFi gateway.

   1. Using a phone or laptop, look at your WiFi settings.

   2. Look for the location’s secure non-guest network or SiteSage.......

      1. If you do not see the location’s desired network, then the location’s IT support needs to help get their WiFi back online before we can reconnect the gateway.

      2. If you see their network, take a paperclip, and gently insert into the hole next to the Data light on the gateway. Press the button inside once briefly so that the lights flash. Press the button again as soon as the lights stay solid for a moment.

      3. Proceed to the next section or reach out to Powerhouse Dynamics support.

      4. The next section can also be used to hook up new gateway to WiFi if the Link light is flashing red/green upon installation.

Gateway WiFi Configuration

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2) Go into a phone's WiFi settings and look for a network name starting with SiteSage2_0

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If an iPhone is being used, skip down to step 3. The following is for phones that use the Android operating system (including Samsung). 

                                                    A) Tap and hold on the network and select Manage Network Settings
                                                    B) Mark the Show Advanced Options check box
                                                    C) Under IP Settings, change it from DHCP to Static
                                                    D) Enter the IP address 169.254.1.250 
                                                         The last three numbers can be anything from 200 through 255
                                                         The rest should fill in automatically
                                                    E) Tap Save

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A) If an iPhone is being used, have them go to Settings -> General -> Keyboard -> Smart Punctuation. It needs to be temporarily disabled until the gateway is connected.

B) Open a browser and enter 169.254.1.1

C) When prompted for a username and password, enter "admin" in lowercase for both.

D) Proceed to the next step.

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