Gateway offline

  • Updated On Jan 12, 2026
  • Published on Apr 7, 2021
  • SJ
  • NH
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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 Troubleshooting:

  • Verify Power: Check that the red PWR LED on the front of the gateway is on.
  • Check Physical Connection: Ensure your Ethernet cable is securely connected. The LEDs on the RJ45 connector should be active.
What are the lights on an RJ-45 connector?

The left LED (Green) indicates a link is established and flashes during network activity. The right LED (Amber/Green) indicates the connection speed.

  • Power Cycle: Restart the gateway by unplugging the power supply for 10 seconds.
  • Verify ICMP (Ping) Permissions: The gateway performs a mandatory connectivity check by pinging 8.8.8.8, 8.8.4.4, and the cloud broker. If your network blocks ICMP (Ping), the gateway will assume there is no internet access and will not initiate the MQTT connection (WPA LED will continue to blink).
  • Firewall Port 8883: The MQTT protocol uses port 8883 (TCP) to communicate with the Neuron Server at n8dd1f2a.emqx.cloud. Ensure this port is open for bidirectional traffic.
What Is a Firewall?

A firewall is a network security device that monitors and filters traffic based on security rules. Many corporate environments block port 8883 by default.

  • DNS & NTP Requirements: Ensure the gateway can reach a DNS server to resolve the cloud address.
  • Ensure Port 123 (UDP) is open for NTP. The gateway requires the correct time to validate the security certificates for the 8883 connection.
  • Local Web Interface: Log in to the local web interface to verify if the gateway has received a valid IP address and to check the connection status.
  • Factory Reset: If you cannot access the gateway or need to clear settings, hold the RESET button for 10 seconds using a pin. This restores the device to its initial factory settings (DHCP enabled).
  • Contact Support: If the WPA LED is still not a steady yellow after following these steps, please send us the gateway Serial Number, and our team will investigate further.