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Troubleshooting - Gateway issues

If the gateway is offline, attempt to problem-solve the issue by performing some checks.

Rosemary Stone avatar
Written by Rosemary Stone
Updated over a week ago

If you have checked the gateway and it has not been seen for a while (e.g. a few hours), it may be offline.

To check the gateway in the web app:

  1. Go to My devices and Farm Network Gateway.

  2. Observe the Last seen time and click on the gateway:

Perform the following checks:

Check power supply to gateway and modem

Is the power LED on the gateway and modem ON? If not, check that the gateway or modem hasn't been switched off. Check the circuit board to see if a circuit breaker has tripped. If power was the issue and it has been re-established, wait for a few minutes then check the gateway Last seen time again.

Check internet connection - ethernet

Connect a laptop to the modem using an ethernet cable and a different port.

If this internet connection is OK, the gateway ethernet cable may be damaged and should be replaced.

If this internet connection is not OK, check with your internet service provider. If the ISP says everything is OK, the gateway may be faulty.

Check internet connection - Wi-Fi

Connect a mobile phone to the modem using the same Wi-Fi connection as the gateway.

If this internet connection is OK, the gateway may be faulty.

Check internet connection - LTE

Use a mobile phone to check the signal strength (number of bars) at the gateway location.

If the signal strength is OK, the gateway may be faulty.

For further help

Contact the Datamars Smart Farming Support Team, see below.

Having trouble?

  • Phone the Datamars Smart Farming support team:
    AU 1800 248 774
    NZ 0800 248 722
    US +1 (888) 431-0957 (toll free).
    UK +44 20 4571 7717
    IE and EU +353 (21) 242 8844

  • Ask us a question in the blue messaging tool on the bottom right hand side of your screen.

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