If the SensorPush app can't find your Gateway, stops partway through setup, or shows "Problem Adding Gateway," don't worry. Almost every case is fixed by the steps below, and they only take a few minutes.
Before You Start
- Update the SensorPush app from the App Store or Google Play.
- Turn on Bluetooth in your phone's settings.
- Stand right next to the Gateway. During setup the app looks only for Gateways that are close by, so your phone needs to be within a few feet of it.
- Make sure the Gateway has power. A G1 WiFi Gateway shows a steady blue light. A new G2 WiFi Gateway slowly cycles through colors (a rainbow) when it's ready to set up.
- If an Ethernet cable is plugged into a G1, unplug it for now. You can plug it back in after setup.
Try the Setup Again
- Unplug the Gateway from power, wait a few seconds, then plug it back in.
- Restart your phone completely (power it off, then on again).
- Open the SensorPush app to the main "Devices" screen, tap the add button in the top right and choose "Add Gateway."
- Keep your phone close to the Gateway while the app searches. It can take a minute. With a G2, the app may say "Gateway found. Move closer to it to continue." Just bring your phone right up to the Gateway.
- When the app connects, sign up for an account or log in, then choose your WiFi network and enter its password.
Setting Up More Than One Gateway?
With G1 WiFi Gateways, restart your phone before each Gateway you set up, and unplug any other G1s nearby until the new one is finished. If the app says "The connected gateway is already paired as…" it found one of your other G1s instead of the new one. This generally isn't necessary with a G2 WiFi Gateway: the app skips G2s that are already on your account, so you can set up one after another.
If the App Says the Gateway Is Already Paired to Another Account
The Gateway is still locked to an earlier account. This often happens with a returned or second-hand unit. You can usually reset it yourself in a couple of minutes. See My Gateway is locked to another account.
If the WiFi Step Fails
- "Incorrect password": re-enter your WiFi password carefully. Tap "Show Password" to check it.
- "Couldn't find" your network: SensorPush Gateways use 2.4 GHz WiFi only. Make sure your router has 2.4 GHz turned on, and that the Gateway is near the router.
- "Couldn't connect": move the Gateway closer to your router and try again.
- Your network isn't in the list: if it's hidden, tap "Join Other Network" and type its name exactly.
For mesh systems (like Eero), business networks, and newer router security settings, see My Gateway won't connect to WiFi and My G1 WiFi Gateway won't connect to WiFi: check your router's PMF / 802.11w setting.
If It Says "No internet connection" or "NOT YET ONLINE"
The Gateway joined your WiFi but hasn't finished connecting to SensorPush yet. Give it a few minutes, then pull down on the "Devices" screen to refresh. If it still isn't online, unplug the Gateway, plug it back in and check again. If that doesn't help, see My gateway is offline / cannot access the internet.
Still Stuck? Tell Us Where
Email us at support@sensorpush.com. If you use an iPhone, you can tap "Contact Support" in the "Problem Adding Gateway" message. That email arrives empty, so please add a few details. They help us sort it out much faster:
- Your Gateway model (G1 or G2) and the light you see on it.
- Your phone model and the SensorPush app version.
- The step where it stops: the app can't find the Gateway, the Gateway is already paired, the WiFi step fails, or it says no internet connection.
- A screenshot of any message you see.
- The email address on your SensorPush account, if you have one.