--- title: Resolve an Unknown Status description: "If you see the \"unknown\" status but the gateway and the sensors are still updating - do not fear!" --- [Skip to content](https://support.conserv.io/knowledge/resolve-an-unknown-status#main-content) English Show submenu for translations [Contact us](https://support.conserv.io/knowledge/kb-tickets/new?hsLang=en) [![Cnsrv\_wmM\_mix\_rgb - MEDIUM-1.png\]](https://support.conserv.io/hs-fs/hubfs/Cnsrv_wmM_mix_rgb%20-%20MEDIUM-1.png?height=40&name=Cnsrv_wmM_mix_rgb%20-%20MEDIUM-1.png)](https://conserv.io/) - [Support](https://support.conserv.io/knowledge) - [Blog](https://support.conserv.io/blog) Open main navigation Close main navigation - [Support](https://support.conserv.io/knowledge) - [Blog](https://support.conserv.io/blog) - English Show submenu for translations - [Contact us](https://support.conserv.io/knowledge/kb-tickets/new) - [Contact Us](https://support.conserv.io/knowledge/kb-tickets/new) [Contact Us](https://support.conserv.io/knowledge/kb-tickets/new?hsLang=en) How can we help you? - There are no suggestions because the search field is empty. 1. [Help center](https://support.conserv.io/knowledge?hsLang=en) 2. [Troubleshooting](https://support.conserv.io/knowledge/troubleshooting?hsLang=en) 3. [Troubleshoot Gateway Issues](https://support.conserv.io/knowledge/troubleshooting?hsLang=en#troubleshoot-gateway-issues) # 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. ![](https://support.conserv.io/hs-fs/hubfs/image-png-Sep-17-2024-09-38-22-4332-PM.png?width=562&height=261&name=image-png-Sep-17-2024-09-38-22-4332-PM.png) ### 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](https://support.conserv.io/knowledge/troubleshooting-your-gateway-connection?hsLang=en). ![](https://support.conserv.io/hs-fs/hubfs/image-png-May-21-2024-04-37-11-6799-PM.png?width=494&height=811&name=image-png-May-21-2024-04-37-11-6799-PM.png) ### Support If any of your sensors are still not updating regardless of what your gateway card shows, [contact the Support Team](https://support.conserv.io/knowledge/kb-tickets/new?hsLang=en) for assistance. - [Introduction](https://support.conserv.io/knowledge/introduction?hsLang=en) - [Technical Details and Specifications](https://support.conserv.io/knowledge/technical-details-and-specifications?hsLang=en#main-content) - [Sensor Specifications](https://support.conserv.io/knowledge/technical-details-and-specifications?hsLang=en#sensor-specifications) - [Other Sensor Information](https://support.conserv.io/knowledge/technical-details-and-specifications?hsLang=en#other-sensor-information) - [Gateway Specifications](https://support.conserv.io/knowledge/technical-details-and-specifications?hsLang=en#gateway-specifications) - [Conserv Cloud Specifications](https://support.conserv.io/knowledge/technical-details-and-specifications?hsLang=en#conserv-cloud-specifications) - [Installation and Setup](https://support.conserv.io/knowledge/installation-and-setup?hsLang=en#main-content) - [Initial Setup](https://support.conserv.io/knowledge/installation-and-setup?hsLang=en#initial-setup) - [Add, Move, Swap and Merge Sensors](https://support.conserv.io/knowledge/installation-and-setup?hsLang=en#add-move-swap-and-merge-sensors) - [Configure Conserv Cloud](https://support.conserv.io/knowledge/configure-conserv-cloud?hsLang=en#main-content) - [Organize and Manage Locations and Spaces](https://support.conserv.io/knowledge/configure-conserv-cloud?hsLang=en#organize-and-manage-locations-and-spaces) - [Import Data](https://support.conserv.io/knowledge/configure-conserv-cloud?hsLang=en#import-data) - [Configure Levels](https://support.conserv.io/knowledge/configure-conserv-cloud?hsLang=en#configure-levels) - [Configure Events and Alerts](https://support.conserv.io/knowledge/configure-conserv-cloud?hsLang=en#configure-events-and-alerts) - [Profile and Account Management](https://support.conserv.io/knowledge/profile-and-account-management?hsLang=en) - [Manage Sensors](https://support.conserv.io/knowledge/manage-sensors?hsLang=en) - [Integrated Pest Management](https://support.conserv.io/knowledge/integrated-pest-management?hsLang=en) - [Analytics and Reports](https://support.conserv.io/knowledge/analytics-and-reports?hsLang=en#main-content) - [Manage Analytics Data](https://support.conserv.io/knowledge/analytics-and-reports?hsLang=en#manage-analytics-data) - [Preservation Metrics](https://support.conserv.io/knowledge/analytics-and-reports?hsLang=en#preservation-metrics) - [Reports](https://support.conserv.io/knowledge/analytics-and-reports?hsLang=en#reports) - [Mobile app](https://support.conserv.io/knowledge/mobile-app?hsLang=en) - [Troubleshooting](https://support.conserv.io/knowledge/troubleshooting?hsLang=en#main-content) - [Troubleshoot Conserv Cloud Issues](https://support.conserv.io/knowledge/troubleshooting?hsLang=en#troubleshoot-conserv-cloud-issues) - [Troubleshoot Sensor Issues](https://support.conserv.io/knowledge/troubleshooting?hsLang=en#troubleshoot-sensor-issues) - [Troubleshoot Gateway Issues](https://support.conserv.io/knowledge/troubleshooting?hsLang=en#troubleshoot-gateway-issues) - [Troubleshoot Conserv Cloud Mobile App Issues](https://support.conserv.io/knowledge/troubleshooting?hsLang=en#troubleshoot-conserv-cloud-mobile-app-issues) - [Community, Support, and Updates](https://support.conserv.io/knowledge/community-support-and-updates?hsLang=en) - [Support](https://support.conserv.io/knowledge) - [Blog](https://support.conserv.io/blog) [![Chill listening crop-3](https://support.conserv.io/hs-fs/hubfs/Cnsrv_wmM_mix_rgb-1.png?width=108&height=24&name=Cnsrv_wmM_mix_rgb-1.png "Chill listening crop-3")](https://conserv.io) Copyright © 2026, Conserv Solutions Inc.