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    Gateway offline
    • 18 Oct 2023
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    Contents

    Gateway offline

    • Updated On 18 Oct 2023
    • Contributors
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    Article summary

    Cellular Gateway:

    • Verify that the wall outlet is working.

    • Check your power supply. If you have a power supply from XP Power with PN VEL18US240-EU-JA, please contact El-Watch and we will send you a new power supply.

    • If the gateway is mounted inside a metal case or on a metal structure the cellular reception might be the issue. Try moving the gateway to another location and away from metal structures. See the mounting guideline.

    • Restart the gateway by unplugging the power supply for 10 seconds.

    • Verify the cellular coverage at the location with a cell phone. Disable wifi and run a speed test.

    • If none of the above worked send us the gateway serial number and we will check it out.

    Ethernet Gateway:

    • Verify that the gateway is powered by checking the red PWR LED on the front of the gateway.
    • Make sure your ethernet cable is connected and that the LEDs in the RJ45 connector is on or flashing.
    • Restart the gateway by unplugging the power supply for 10 seconds.
    What are the lights on an RJ-45 connector?

    RJ45 Ethernet port has two LEDs. The left LED is green and lights to show that a link has been established. It blinks off randomly whenever there is network activity on that port. On the RJ-45 connectors, the right LED is bi-color (amber and green) and indicates the speed of connection by the color it displays.

    • Make sure there is no firewall issue. The MQTT protocol uses port 8883 to communicate with the Neuron Server at n8dd1f2a.emqx.cloud. Make sure to open the port both ways. Check this with your network administrator.
    What Is a Firewall?

    A firewall is a network security device that monitors incoming and outgoing network traffic and decides whether to allow or block specific traffic based on a defined set of security rules.

    • Check your network configuration in the local web interface.
    • When running a strict network policy, it is important to make sure that you use a DNS server that the gateway can reach. This will ensure that the gateways are able to resolve domain names and communicate with the services that they need.
    • Reset to factory defaults by holding the RESET button for 10 seconds using any object less than 2mm in diameter. The hole to access the button is located on the front of the gateway.
    Factory reset

    Performing a factory reset will restore the Ethernet Gateway to its initial factory settings with DHCP configuration and the default login credentials.

    • If none of the above worked send us the gateway serial number and we will check it out.