A Gateway has no Communication

Product: Gateway Component: EM/PoE Switch Applies to all versions of Gateways

Warning: Only trained and qualified personnel should be allowed to install, replace, or service this equipment based on local and national electrical codes.

Problem:

1. How to verify and what to check when GWs are not communicating. Are they configured correctly?

Cause: 

When there is no communication with a gateway, it could be due to:

• The gateway has a hardware fault.
• The gateway is not receiving power.
• The gateway is not connected to a PoE port on an Ethernet switch.
• The PoE port or the Ethernet switch has a hardware fault or is not receiving power.
• The Ethernet cables are disconnected.
• The network devices between the EM server and the switch with the PoE port have a hardware fault or are not powered.
• Improper configuration of the network, IP Address
• Incorrect date-time from the Manage server.

Step 1

Check the LEDs on the gateway. 

• LEDs Off: The gateway is not powered. Go to Step 2.
• Red LED slow blink, Green LED is Off: The gateway has not received an IP address from the DHCP server on the EM server. Go to Step 3.
• Red LED Off, Green On fast blink or
  Red LED blinking slow, and Green LED Off:
  If the red LED is off and the green LED is blinking faster, then the gateway is not connected to an EM server. Go to Step 4.
• If both green and red LEDs stay on continuously for more than 10 seconds, replace the gateway.
• Red LED On, Green OFF: Replace your gateway.
• Red LED On, Green ON for more than 10 seconds continuously: Replace the gateway.

Step 2:

LEDs Off: Check the PoE Switch and cabling.

Gateways receive power over the Ethernet cable attached to a PoE port on an Ethernet switch. Verify that the cable between the PoE port on the Ethernet switch and the gateway has not been damaged and that the Ethernet switch is powered and functioning properly.

Step 3:

Red LED blinking at a slow rate, and the Green LED is off: 

The problem is with the GW not receiving the IP address from either the Manage DHCP or the customer's DHCP.

Reset the gateway by power cycling to retry and successfully obtain an IP address from the Manage server DHCP server and/or connect to an EM server. Use a ladder to reach the GW mounting location and unplug the GW's ethernet cable and plug it back again. 

If the red LED continues to blink, confirm with your network specialist the IP address for the gateway's MAC address in your DHCP settings.

Step 4:

Red LED OFF, Green ON fast blink/Red LED blinking slow, Green LED off:

Verify that the network from the Ethernet switch to the EM server is properly functioning. Connect a PC to a non-PoE port on the Ethernet switch and ping the EM server, which has IP address 169.254.0.1 for the gateway network port. This confirms that the EM is communicating with the GW and PoE switch.

Step 5:

Verify the server date-time in Manage. The gateways do not communicate with the Manage server if the date-time is incorrect. In Manage, navigate to Administration > Organization Setup to view date-time. Click the Change server date time button to set the current server date-time.

Step 6:

If none of the above works, contact your installer or Enlighted Support for further troubleshooting assistance.

Additional Information:

The following chart shows the LED patterns for GWs.

Gateway LED status indicators

• *Slow blink is once every five seconds.
• ** Fast blink is once every second.

Note:

• If both green and red LEDs stay continuously for more than 10 seconds, replace the unit.
• If the LED stays orange continuously for more than 10 seconds, replace the unit.

Recommended articles:

• RMA Warranty FAQs
• Replacing a Defective Gateway
• Troubleshooting Gateway Communication (available only for Enlighted users)