Gateway Troubleshooting Guide

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 (844) 545-1515. Service for customers is extension 3. Technicians should use extension 5.

Open

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.

Identify if the gateway is connected by Ethernet cord.

1. If it uses an Ethernet cord, check that lights can be seen on both ends (gateway and port).

   1. Usually there will be yellow or green lights present where the cord is inserted.

   2. If there are no lights on either end, try replacing the Ethernet cord.

   3. If there are no lights on the gateway side after replacing the cord, then the gateway needs to be replaced.

   4. 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.

      1. The port should either be “open”, have push.emonitor.us “whitelisted”, or IT can “whitelist” the MAC address of the gateway.

      2. The first two options are heavily preferred, as they make it easier to replace a gateway if there is an issue down the road.

1. If there is no Ethernet cord, we’re dealing with a WiFi gateway. Please see Gateway Wi-Fi Setup for more information.