Warning: When your gateway is offline we cannot tell what is happening with your loggers. You must fix this problem for Clever Logger to work.
An offline gateway alarm is simply a indication that the gateway has stopped responding to your network.
Whilst your gateway is offline, the loggers will continue to record using their own back up memory. Once you have reconnected your gateway, your loggers will send the information collected during that period of time.
We recommend setting an offline gateway delay for 5 minutes as you want to be notified of this issue as soon as possible.
Offline gateway causes
If the gateway is offline it has either:
- No power
- No internet
- The gateway has failed
Clever Logger doesn’t know which of these has happened – it just knows that the gateway hasn’t contacted the internet.
Step 1: Check the power
No Power lights
If the power is on in the building …
- Check that the power cable is plugged correctly into the gateway.
- Check that the power supply is plugged into the wall and the switch is on
- If the power supply is plugged into a power board, check that the power board’s circuit breaker has not tripped.
- Plug another device into the same power point to ensure the power point is working, or try plugging the gateway into a different power point.
If there seems to be no good reason for the power issue, the gateway itself may have a fault. Call us for warranty replacement options.
Step 2: Restart the gateway
Remove the power and reconnect the power cable. The gateway will go through a startup sequence. The power light sequence will change as it starts up:
Duration: about 30 seconds.
Loading the application
Duration: about 15 seconds.
If either of the above fail to stop, then contact support. This is typically due to the SD card being damaged or corrupted. The gateway is most likely going to need to be replaced.
This is when you can connect to the gateway with the phone app.
Duration: Minimum 30 seconds. Then until the gateway joins a network.
Green: Slow flash
The gateway should now appear “Online”.
Step 3: Network issues
The gateway remains in this mode to give you a chance to configure WiFi with the Clever Logger phone app, or to indicate that it could not connect to the server.
Gateways can either connect with Ethernet or wi-fi. The next step depends upon the method you are using:
Step 3a: Ethernet Issues
“Ethernet” is the network cable that is plugged into your computer, gateway etc to join it to your network or modem.
- Check that the Ethernet cable is plugged in correctly.
If the lights are off, it’s likely that the Ethernet connection is not active.
- Try a different Ethernet port to see if the gateway can connect
- Check with your IT people to see if they can make the port active
- Ensure the modem is turned on
- Ensure you have the correct port on the modem
If the light below the Ethernet port is flashing but the gateway still won’t connect,
- Ensure that your modem has internet access
- Your IT people may have placed some restrictions on what devices can connect to the network.
- You can find the IT requirements for the gateway on this page.
Step 3b: WiFi Issues
If your gateway was previously connected to wi-fi, but now is not, a number of this could have happened…
- The wi-fi network could be down.
- Try connecting to the network on your smartphone and seeing if you can access the internet. If not, try rebooting the router.
- The wi-fi password may have been changed.
- If the password has been changed on the wi-fi network, you will need to reconnect the gateway. Use the Clever Logger app on your phone to reconnect. Call us if you get stuck.
- The wi-fi signal may be too weak at the gateway.
- Make sure the wi-fi signal from the router to the gateway is not blocked by thick walls or metal e.g. Don’t put the gateway in a metal cabinet.
- Use your mobile phone to see the strength of the WiFi network.
- Retrictions may have been placed on devices.
- IT departments often restrict which devices are allowed to connect to the network. Check that no restrictions have been put in place.
- Remember, Clever Logger does not require access to access to any local computers or servers, so a guest wi-fi network is ideal.
The following links may be useful
I can't connect my gateway in the first place
Adding a gateway resources