Troubleshooting gateway disconnect / reconnect emails

If you are receiving gateway disconnect/ reconnect emails, use the details in the email to assist you in diagnosing the issue.

The gateway name and location will be listed in the email, which will help you identify your problem gateway.

It is essential to properly name your gateway and associate it to an appropriate location name in order to efficiently find and diagnose your gateway. Visit Updating active gateway and Updating the location on your gateway for help on these topics.

The majority of gateway disconnect/ reconnect issues are caused by gateway and sensor placement and location. Ensure you gateways and sensors are within 350 feet of each other, avoiding any metal, concrete, or brick layers in between for optimal performance. Find more information regarding troubleshooting gateways here.