In this situation, the first thing is to confirm that there is a blue light on the front of the gateway. If there is no light, please check to confirm that the unit is powered and all the connections are secure. If they are and there is still no light, or if there is a red light, flashing or steady, please contact support using the link at the bottom of this page, as there is a hardware issue with your gateway.
Once you have confirmed the blue light, the next step is to manually update the gateway status in the SensorPush mobile app. The gateway status in the devices list only updates every minute or so. You can force it to update by scrolling to the top of the list and pulling the whole list down until it refreshes, as you might do with an email app. Sometimes, you will find that the gateway is actually online, but the status simply hadn't updated yet.
Rebooting the gateway by unplugging it for a few seconds and then plugging it back in is also a good idea. After trying this, wait a minute or two and try to manually update the status in the app once more.
If it's still showing offline, you'll want to check if the gateway is connected to your local network.
If you are connected via Ethernet, to a confirmed active ethernet port on your network, skip this step. If you are using WiFi, please follow the steps in this article to confirm that your gateway is connected to WiFi. Once you are connected to the gateway, after tapping the "Configure" button, you should see a green checkmark next to your WiFi network, and the message "Connected to your_network_name" above the list. If you do not, please select a network and enter the password and confirm that a WiFi connection has been established.
If the message above the list shows "Connected to your_network_name" or "Connected via Ethernet" followed by "(No internet connection)," this indicates that the local connection is established, but for some reason the gateway is unable to access the SensorPush cloud. Often this is caused by firewall settings (find more details here) or another network connectivity issue.
In this case, please connect to the same network with a mobile device or computer, and in a web browser, load the page https://sensorpush.com/apitest
You should see a short text-based response indicating "status":"ok" followed by some other details. If you do not, something is blocking the connection. Check with your ISP or IT (they may request this information.)
If none of the above resolves the problem, please reach out to us at SensorPush support and we'll be happy to help. So that we can find and fix the issue more quickly, please let us know the email on your account and specifically at what point in the process you are getting stuck. E.g.:
Are you able to connect to the gateway with the SensorPush app, when you tap it in the list and click "Configure"?
When connected, do you see a list of WiFi networks in the SensorPush app?
Do you see the WiFi network in the list?
Are you able to enter the WiFi network password?
Does the gateway accept the password and return to the WiFi network list?
Does the gateway show that it is connected to the WiFi network or Ethernet, but show "no internet connection"?
Does the gateway appear to be connected to the WiFi network or Ethernet, but not properly relay data to the SensorPush cloud?