Resolve an Unknown Status

This article helps you resolve "unknown" gateway statuses.

An “unknown” status may be displayed even though the gateway and your Conserv Smart Collection Sensors (SCSs) are still updating.

Conserv relies on the gateway vendor’s software to indicate whether a gateway is online. Previously, there were only two statuses: connected or not connected.

However, since November 2023, the vendor's API encountered issues relaying the online status, leading many customers to see their gateways marked as “not connected” even when they were functional.

To address this, Conserv introduced a third status, “unknown,” to account for instances when the API fails to send the correct message.

In the following image, although the gateway name is grayed out and the status is marked as "Unknown," Conserv can confirm that it is online. If the gateway continues to display message updates, such as "Last sensor reading sent X minutes ago," and the SCSs are functioning properly, there is no cause for concern.

Verify Whether a Gateway is Online

The next thing you can do is to ensure that your gateway is actually online.

1. Sign in to Conserv Cloud.
2. Select the Sensors tab.
3. Scroll to the Gateways section.
4. Click the gateway card name.

The gateway still says Status: Unknown, but under the Sensors Connected section at the bottom, a list of the sensors that are connected through that gateway are displayed in real time with a timestamp for when they last reported. If the Sensors Connected section is empty or all the sensors under it look offline, then your gateway may actually be offline. In that case, see Resolve an Offline Gateway Issue.

Support

If any of your sensors are still not updating regardless of what your gateway card shows, contact the Support Team for assistance.