SiteSage Gateway Troubleshooting Steps
The first challenge with troubleshooting a gateway is locating the device. Some locations have gateways connected by Ethernet near their IT equipment or in the office. Others have WiFi gateways that could be anywhere on site.
Once located, please follow the steps below. Support is available to assist at any point at (617) 340-6582. Service for customers is extension 207. Technicians should use extension 5.
Note the light pattern on the gateway. (Could take a video to send to support if needed.)
If no lights are lit, check the power cable and the breaker for the outlet.
If the Data and Link (outer lights) are blinking simultaneously, try unplugging the gateway and giving it 30 seconds of off time.
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.
If the Link light is red or flashing red/green, proceed to the next step.
For any other light pattern please contact Powerhouse Dynamics support.
Identify if the gateway is connected by Ethernet cord.
If it uses an Ethernet cord, check that lights can be seen on both ends (gateway and port).
Usually there will be yellow or green lights present where the cord is inserted.
If there are no lights on either end, try replacing the Ethernet cord.
If there are no lights on the gateway side after replacing the cord, then the gateway needs to be replaced.
If there are no lights on the port side after replacing the cord, then the location’s IT support needs to get involved to examine the port remotely.
The port should either be “open”, have push.emonitor.us “whitelisted”, or IT can “whitelist” the MAC address of the gateway.
The first two options are heavily preferred, as they make it easier to replace a gateway if there is an issue down the road.
If there is no Ethernet cord, we’re dealing with a WiFi gateway.
Using a phone or laptop, look at your WiFi settings.
Look for the location’s secure non-guest network or SiteSage.......
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.
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.
Proceed to the next section or reach out to Powerhouse Dynamics support.
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
1) Have the person onsite download the SiteSage Install App onto a smart phone (preferably an iphone).
2) Go into a phone's WiFi settings and look for a network name starting with SiteSage2_0
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
3) Open up the SiteSage Install App (do not need to sign in)
4) Select the three lines in the upper left corner and tap on Connect Gateway
5) Use Prev or Next until you see the following screen
6) Go to the WiFi settings, connect to the gateway's network, and wait until a connection is made (shows "No Internet Connection" when connected)
7) In the SiteSage Install App, after connecting to the gateway, this screen should appear
If the above screen does not appear and it seems like the app is having a hard time connecting to the gateway, there is another way to bypass it.
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.
8) Select Configure Wireless, click Rescan, and then select the location’s secure non-guest network.
9) Enter the password for the private network, scroll down, and select Apply Network Settings.
10) Reboot the gateway using the red button. Connection should be established.
