Service Status
Test your own connection
This checks whether your network can reach SensorPush right now. If you are troubleshooting a Gateway, run it on the same network the Gateway is using.
Gateway troubleshooting
If your Gateway has stopped reporting, the light on the front is the fastest way to find out why. The two models signal differently, so use the section for the Gateway you have.
G2 Gateway
The small Gateway that powers over USB-C.
What the light means
| Light | What it means |
|---|---|
| Cycling through colors | Not yet added to an account. This is how a new Gateway arrives. |
| Blue, breathing | A phone is connected to it over Bluetooth. |
| Red, blinking | Not connected to Wi-Fi. |
| Purple, three blinks | On Wi-Fi, but cannot reach the SensorPush cloud. |
| White, breathing | Online and working normally. |
For the first few seconds after you plug a G2 Gateway in, it passes through red and then purple on its way to white. That is the normal startup sequence, not a fault.
Blinking red — it cannot reach your Wi-Fi
Open the app, select the Gateway, choose Configure, and re-enter your Wi-Fi details. A mistyped password is the most common cause. If your network does not appear in the list, check that the router is broadcasting on 2.4 GHz — the Gateway does not use 5 GHz.
Purple — on Wi-Fi, but not reaching us
- Check the status at the top of this page. If we are reporting a problem, your Gateway will reconnect on its own once it is resolved — nothing to do.
- Check the internet at that location. Open a web page on a phone or laptop joined to the same Wi-Fi network. If that fails too, restart your router or modem. You can also use the Test your own connection button above, from that same network.
- Rule out a sign-in network. If the network makes you accept terms or sign in on a web page — common in hotels, guest networks and some workplaces — the Gateway cannot use it. Choose a different network, or a cellular hotspot.
- Check your router hands out addresses. The Gateway needs DHCP, and it needs the router not to be filtering to specific devices only. If yours does filter, add the Gateway’s MAC address — the app shows it while you are setting the Gateway up.
- Check for a firewall. This is the usual cause on office, school and hospital networks. A G2 Gateway needs outbound access on port 8883 and UDP port 123. Pass that to whoever manages the network.
- Still stuck? Email support@sensorpush.com and tell us the light is purple. That one detail tells us the Gateway has Wi-Fi and the problem is between it and us, which narrows things down immediately.
G1 Wi-Fi Gateway
The wider Gateway with the fold-up antenna.
The light on a G1 is blue when everything is fine. Unlike the G2, it does not use different colors to report different problems.
Solid red, or no light at all
This is not something you can fix from the app. Please contact us and we will help.
The light is blue, but the app says the Gateway is offline
The Gateway has power, so this is a network problem. Work down the same list:
- Check the status at the top of this page in case the problem is ours.
- Check the internet at that location — open a web page on a phone joined to the same network, and restart the router or modem if that fails too.
- Rule out a sign-in network. Networks that require accepting terms on a web page are not supported.
- Check for a firewall. A G1 Gateway needs outbound access on ports 80 and 443 and UDP port 123. These differ from the G2, so make sure whoever manages the network is given the right ones.
- Still stuck? Email support@sensorpush.com.
If you are using Ethernet rather than Wi-Fi, check the cable and the switch port as well — the G1 will use a wired connection when one is plugged in.