Troubleshoot Gateway Issues
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      3. Troubleshoot Gateway Issues

      Resolve an Offline Gateway Issue

      If you plugged in your gateway, but you are not seeing data in your account, follow these simple steps to get it online.

      The gateway is the powerhouse of the Conserv system. It enables your sensors to send data to your account.

      Table of Contents

      Monitor the Gateway Connection

      You can monitor your gateway's connection status through Conserv Cloud. On the Sensors dashboard, each gateway has its own status card that updates to show “Connected” when it is online. Below the connected status, the method of connection is displayed: Ethernet or SIM. There is no status for signal quality for gateways that are connected through Ethernet.

      If you see “Status Unknown” with a question mark next to it, see Resolve an Unknown Status.

      Check the Power Supply

      Ensure that the gateway is plugged into a working power source. If the power source seems faulty, try a different outlet. If you have removed and replaced the battery before, make sure that the barrel-shaped battery connector is fully seated in the gateway.

      Important

      Conserv gateways require a constant power source. Their backup battery will only last about 4 hours and may eventually fail as it gets older. If you wish to extend your battery back up life, see Extend the Battery Backup.

      Verify the Network Connection

      If the gateway is connected to the Ethernet cable, make sure the cable is securely plugged into both jacks. If it still does not connect, check your network connection. If the connection works, but your gateway does not connect, contact your IT department to ensure there isn’t a firewall blocking your connection. They may also need to enable certain port requirements and protocols.

      Assess Cellular Coverage

      The gateway includes a SIM card for cellular connectivity. If the cellular coverage is poor in your area, consider using the Ethernet cable that was provided in your Conserv package.

      Conserv uses Twilio to provide cellular data plans, typically using T-Mobile or its roaming partners. If T-Mobile coverage is poor in your area, check the T-Mobile coverage map. If necessary, contact the Support Team for an alternative network that is better for your location.

      Ensure Proper Antenna Attachment

      Make sure that the antenna is screwed in tightly and properly attached. Point it skywards for the best horizontal signal.

      Optimize Gateway Placement

      Like all cellular devices, gateways require a strong signal to connect effectively. If your mobile device has a weak signal in a location like a basement, the gateway is likely to experience similar connectivity issues.

      To improve the signal strength for your sensors, relocate the gateway to a more central position in your building or move it closer to an external wall or by a window. This adjustment can help resolve many connection problems. Avoid placing the gateway on the floor. When possible, have a clear line of sight between the gateway and the sensors.

      If you rely on the SIM card for internet

      Conserv recommends that the SIM card inside gateways is used as a backup in case your Ethernet connection goes down rather than as the main source of internet for the gateway.

      If you are not allowed to use Ethernet at your site due to IT rules, or you do not have Ethernet available, your gateway signal is only as good as the data cellular signal your SIM card receives.

      This means you must place your gateway in an ideal location for cellular data reception. Avoid basements, inner rooms, vaults or areas with known connectivity issues. Best places include next to windows, upper floors, and close to external walls.

      Perform a Reset

      Occasionally, a gateway may enter a state in which it cannot reliably connect. A hard reset may resolve this issue.

      Before you begin: Locate a #1 Philips screwdriver. 

      1. Unplug the gateway from its power source.
      2. Use a screwdriver to remove the back panel.
      3. Remove the backup battery by disconnecting it from the base. Pry the connection up gently. Do not pull it out by the cables.
      4. Wait 15 seconds.
      5. Replace the battery and cover.
      6. Plug the gateway into a power source.

      Support

      If you perform all of the steps in this article, and you still have issues with the gateway connection, contact the Support Team for assistance.

      When you create your support ticket, provide the steps that you took to resolve the issue. Also indicate the color of any lights that flashed.