Error: Gateway Not Communicating with Server

Your Gateway unit is not currently communicating with our server. Follow the steps below to identify and resolve the issue.

1. Check the Gateway Lights

Look at the lights on the Gateway.

If the Power Light turns green, continue to Check Internet Light.
If the Power Light is still not green, go to Check Correct Power Supply.

Make sure the power cable is properly connected.

Confirm the cable is plugged securely into the Gateway.
Follow the cable to the wall socket and ensure:
- The plug is fully inserted.
- The wall socket is switched ON.

If the Gateway still does not power on, proceed to Check Correct Power Supply.

Look at the label on the power adapter.

The correct power supply will have:

If you cannot find the correct power supply:

The Gateway is connected and communicating with our server.

If you are still seeing the error message:

The Gateway is not logged into our server.

The Gateway has no internet connection.

Ensure the network cable is plugged in securely at both ends.

Is the Gateway connected:

If using an extender or HomePlug:

Plug the Gateway directly into the router.
If the internet light now appears:
- The issue is with the extender or HomePlug device.
Try:
- Turning the device off
- Waiting 30 seconds
- Turning it back on

Ensure all cables are connected properly.

If using a Wi-Fi extender, you may need to re-pair it with the router (refer to manufacturer instructions or search online).

If the issue continues, try the following:

Reset the Gateway and Router
- Unplug both devices
- Wait 30 seconds
- Plug them back in
- Wait 5 minutes
Try a different network cable
Test the Gateway on another router at a different property
If this is not possible, leave the Gateway unplugged for at least 48 hours, then reconnect and test again.