Troubleshooting
The gateway is offline / no data in the app
Updated 8 August 2026
If nothing is updating in the app, the gateway has likely lost power or its internet connection. Check it has power (or its solar is charging), check the internet source it uses (Ethernet cable, Wi-Fi, or 4G/LTE signal), then reboot the gateway. It should reconnect within a few minutes. If it doesn't, contact support.
When every station shows offline at once, the issue is nearly always the gateway — the box that sends your data to the internet — rather than the stations themselves.
1. Check power
- Confirm the gateway has power: mains adaptor plugged in and the socket switched on, or — if solar-powered — that its panel is clean and has been getting daylight.
- Look for its status light. A gateway with no lights has no power.
2. Check the internet connection
Depending on how yours connects:
- Ethernet: check the cable is seated at both ends and the router/switch is on.
- Wi-Fi: confirm the Wi-Fi it joins is working (test another device) and hasn’t changed its password.
- 4G/LTE: check the area still has a mobile signal; heavy weather or a mast outage can interrupt it temporarily.
3. Reboot the gateway
Power it off, wait 30 seconds, and power it back on — see how to reboot the kit. Allow a few minutes for it to reconnect and for stations to reappear in the app.
4. Still no data?
- Short connectivity gaps don’t lose readings — the system stores and forwards them, so data usually backfills once the gateway is back.
- If the gateway won’t come back online after a reboot, contact support. We can often see the gateway’s status our end and pinpoint whether it’s power, connection or hardware.
If your lake is at risk while the gateway is down, run your aerator manually until monitoring is restored.
Didn't fix it?
If your water is at risk right now, call us — otherwise drop us an email and we'll help.