If your machine is only showing a "Lost" or "Off" state when you expect to see production, your Gateway may not be connected to our system. This article will help you identify the root cause and resolution for Gateway related issues.
Diagnosing Gateway Lights
The first step to getting your gateway connected to our system is by examining the lights on the front of the device. The light will help provide guidance on the actions needed to resolve your connectivity issues.
- No Light - Gateway is not powered on.
- Make sure that the power supply cable is securely plugged into the Gateway and a reliable power source.
- If the gateway is still not powered on, try connecting a different power supply that is known to work. If the gateway is now on, there is an issue with the original power supply and it will need to be replaced.
- If your gateway is still not powering on, please email firstname.lastname@example.org with the subject line "Broken Gateway" and include the Gateway's 3 letter code along with the steps you have taken to reach this determination in the body of the message.
- Red Light - Gateway may lack the required reception strength to maintain a connection to our network.
- Please see our article Improving Gateway Reception for help on improving your device's connection.
- White Light - Gateway is in Configuration Mode and will need to have the credentials for your local network entered.
- See our article Configuring Wi-Fi Gateways for more information on entering your network credentials.
- Blue Light - Gateway cannot connect to your Wi-Fi network.
- If this is the first time configuring your Gateway, you may have selected the wrong network or entered the password incorrectly. Try running the configuration process again to ensure the credentials were entered properly.
- Your network may be blocking the device from making a connection with the Gateway. Please check with your IT team to see if you are using MAC Address Filtering which will prevent unknown devices from making any connection. If you are in need of your devices' MAC Addresses, send an email to email@example.com with the subject line "MAC Address Request" and include the three letter code on the front of the devices you need MAC Addresses for.
- The gateway may lack the required reception to maintain a connection to our network. Please see our article Improving Gateway Reception for help on improving your device's connection.
- Green or Yellow Light - Gateway is connected to your local network with acceptable strength
- If your Gateway is showing as connected to your local network, the issue may lie with a different component of our hardware. Please see our articles Aggregator Not Connected and Sensor Not Collecting Signals for guidance on checking the other hardware components.
- Verify that your IT team has implemented the appropriate configuration changes so our devices can communicate with our system. Please provide your IT Team our article IT Configuration for Wi-Fi Gateways to verify the configuration steps have been taken.
Issue Continues to Persist
If you have tried all of the above options but are still unable to resolve your issues, please email firstname.lastname@example.org with the subject line "Amper Gateway Issues" and include the device name, color of the light, and the steps already taken to resolve the issue in the body of the message.