My gateway shows as offline

The gateway reports every few seconds. "Offline" means the cloud has not heard from it; the network may still work, because the gateway keeps running on its own.

What to do

1. Check the device has power and its lights are on. Power cuts are the most common cause.
2. Check the internet works at the site: if the line is down, the gateway cannot report either.
3. Restart the device. The agent starts by itself and reports within a minute.
4. Network in the app shows when it was last seen and what it reported last.
5. If it stays offline with internet working, download a support bundle from Settings → Support and send it with your message.

• Network in the app
• Settings → Support

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