What is the "Unknown" status for my gateway?

If you see the "unknown" status but the gateway and your sensors are still updating - do not fear!

We rely on our gateway vendor’s software to indicate if a gateway is online or not. Previously, there were two statuses for a gateway (connected or not connected).

Our gateway vendor’s API (data pipeline) has been experiencing some issues lately (November 2023) sending us the online status of a gateway (outside of our control).

Because of that, a lot of our customers reported that their gateways were showing as “not connected,” which was not the case.

We added a third gateway status of “unknown” to reflect these times when the API is not sending the message correctly.

If the gateway is still showing message updates and the sensors are running, then there is no reason to be concerned. We are evaluating other ways to indicate if a gateway is online or not.

If any of your sensors are not updating regardless of what your gateway card shows, please create a support ticket, and we'll look into it for you!