Gateway Troubleshooting

When an Evergateway fails, it is typically a result of a power or LTE related issue. Please complete the following steps to reconnect your unit:

1. Locate the Evergateway utilizing the associated serial number and metadata found in the Evercloud
2. Inspect the unit for any physical defects; pay particularly close attention to the power source and antennas (these are the most frequently damaged components):
   • There are typically 2 antennas; 1 Evernet antenna which receives data from the sensor network and 1 antenna for upstream connectivity (LTE or WiFi). If the gateway is connected via ethernet, it is feasible to only have 1
   • If the gateway is missing an antenna or has a broken antenna, this is the cause of the failure. Contact customer success at success@everactive.com for a replacement
3. If the unit is unplugged, re-apply power
   • After 3 minutes, check the status of the lights on the Evergateway. Take note of what lights are on and the associated blinking pattern (see figure 1 below)
   • A green LED light (flashing every 5 seconds) indicates the unit is functioning
   • Please contact the Everactive team (success@everactive.com) if you would like us to verify connectivity directly
4. If the unit is plugged in and there are no status lights visible, verify the associated circuit breaker and / or GFCI are not tripped. If they are, please reset in accordance with your site's policies
5. If still not connected, hard reboot the unit by removing the power connector at the base of the unit
   • Note: you must turn the collar counterclockwise 1/4 of a rotation to loosen. Remove by pulling the connector straight down. If the Evergateway is using a Power over Ethernet (PoE) connection, unplug the ethernet from the unit and treat this as the power source
   • A hard reboot will restart LTE services and assist with re-establishing upstream connectivity
6. Wait a minimum of 30 seconds to ensure latent power is not present
7. Plug the unit back into the power source and observe the LED pattern after boot-up (~3 minutes)
8. If the unit is still not communicating, please reach out to the Everactive team at success@everactive.com for further support

Everactive is always available to support our customers. If additional assistance is required, please contact your Everactive sales representative, or success@Everactive.com.