Gateway not connecting to mobile device or losing connection

Symptoms
Gateway cannot connect to mobile device or connection drops frequently.

Possible causes

• Gateway is not connected to proper power source

• Gateway is already paired to a different mobile device via bluetooth

• Mobile device is overheating

• An incorrect QR code was scanned

• Mobile device is to far from the gateway

• Gateway is not ready to connect to Bluetooth

What to do

1. Ensure proper voltage at power source:

   1. Ensure power source voltage is between 12.2 - 21 V for a 12V system.

   2. Ensure power source voltage is above 24V for a 24V system.

   3. Inspect power harness and fuse for a blown fuse or damaged wires.

2. The gateway can only pair to one mobile device at a time. Ensure previously paired mobile devices are disconnected from the gateway by closing the app on any other connected devices. The gateway Comm LED will show a long blue flash for 1 second duration if it is connected to a mobile device.

3. If the mobile device is overheating, turn off and place in a cool environment before attempting to connect.

4. Confirm the the serial number on the door label matches either serial number on the gateway. Scan one of the of the two QR codes on the gateway labels.

5. The mobile device should be within 20 ft, of the gateway to ensure good Bluetooth connectivity between the gateway and the mobile device.

6. The gateway is ready to connect when the communication LED is blinking bue. Click here to learn how to read the LEDs on the gateway

If issue continues
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