How do I troubleshooting an offline OPIBLUE gateway?

Instructions on how to troubleshoot an OPIBLUE Gateway that is offline

Gateway offline, not even calling home --> check for power issues and in any case cycle the power as follows:

    • If Internet access is through customer’s home/business Internet access
      • If connected for the first time to the customer's home network, make sure:
          1. ​​​​​​​Ports 22, 80, 443, 1883, and 8883 are open
          2. there are no firewall rules restricting traffic to and from gateway's internal IP/Mac address
          3. Gateway is showing up in the local router/modem active devices list
      • Cycle the power on the local router/modem first, then
      • Cycle the power on the gateway system (turn off both “AC” and “DC” switches for about 30 seconds and then turn them on and make sure both blue lights are on​​​​​
      • If Internet access is through customer’s home/business Internet access using a Wi-Fi device
        1. Ensure the Wi-Fi device is powered on
        2. Ensure Wi-Fi device is hooked up to the local network: usually there is an indicator (lights) confirming connection to the Wi-Fi network, and that the Wi-Fi signal is good enough (usually lights indicating the Wi-Fi signal strength):
          • If no connection: make sure the Wi-Fi network credentials have not changed, if they have changed, then reconfigure the Wi-Fi device to match those new credentials, or reconfigure the Wi-Fi network with the credentials the Wi-Fi device used to connect to the network. Or, if Wi-Fi signal strength is too low, relocate the Wi-Fi device to gain enough Wi-fi signal strength.
        3. Cycle the power on the local router/modem first, then
        4. Cycle the power on the gateway system (turn off both “AC” and “DC” switches for about 30 seconds and then turn them on and make sure both blue lights (above each switch) are on
        5. Cycle the power on the Wi-fi device, then cycle the power on the gateway system

 

    • If Internet access is through a cellular modem
      • Make sure POE2 switch (a little switch located on the right hand side of the POE2 Ethernet port) is on the ON position
      • Cycle the power on the gateway system (turn off both “AC” and “DC” switches for about 30 seconds and then turn them on and make sure both blue lights are on

 

 

  • Whatever the case is, wait for at least 20 minutes after cycling the power as indicated for the gateway to come back online. If this doesn’t work, then contact customer care (1-800-661-1055, option 1, as further troubleshooting will be needed.