Problem: Smart Lighting Gateway is offline
Use the steps presented in this document to troubleshoot situations in which your Smart Lighting Gateway cannot connect to our cloud servers.
Check the indicator light on top of the Gateway – if it is notblinking then the device may be powered off.
Check that the power cable is properly connected to both the Gateway and the socket. If necessary, also check that the socket itself has power.
If the Gateway already has power, or you restore power and the Gateway does not come back online within 5 minutes, proceed to the next step.
Check that the network cable is properly connected to both the Gateway WAN port (not LAN) and a network port. If it is not properly connected, power cycle the Gateway (turn off then back on) after you have fixed the network cable connection.
If the Gateway is already properly connected to a network port, or you restore the connection and the Gateway does not come back online within 5 minutes, proceed to the next step. We recommend obtaining IT staff support for the remainder of the troubleshooting process.
Run a quick test to see whether the network port the Gateway is connected to is generally active – the quickest way to do this without IT administrative tools is to connect a laptop or other computer to the LAN port of the Gateway and see if you can get online in a standard browser.