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Decommissioning also works when the gateway is offline or broken. A replacement takes nothing over from the old gateway, so you set it up again. If the gateway now belongs to another customer of your organisation, do not decommission it. Change the customer of the gateway instead, as described in Manage customers.
What you need
- The Owner role to decommission a gateway. An Admin or Technician can also export the configuration.
- A large screen. On a phone, the gateway page has no menu with three dots.
- For a replacement, the new gateway and its 10-digit serial number.
What decommissioning changes
Decommissioning always does the following.
- The gateway no longer appears under Gateways and no longer belongs to a customer.
- All alert rules of the gateway are turned off.
- Alerts of the gateway that were not yet resolved are resolved.
When you decommission, the portal also asks whether all readings should be deleted. If you choose that, it deletes the readings, the Modbus devices with their registers and the variables of the gateway. This cannot be undone. If you keep the readings, they stay stored, but they disappear from your portal together with the gateway.
Decommissioning does not cancel the annual licence of the gateway. How to cancel is described in Cancel your licence and have your account deleted.
Save the configuration and readings
First save what you still want after decommissioning. Afterwards you no longer see the gateway and its readings in the portal.
Open the gateway
Open the gateway that you want to decommission or replace.
Open the menu
Open the menu with the three dots at the top right.
Export the configuration
Choose Export configuration. The browser saves a JSON file with the serial number of the gateway in its name.
Open the menu again
Open the menu with the three dots again.
Open the download window
Choose Download readings.
Choose the period
In Period, choose Everything.
Download the readings
Click Download. The browser saves a CSV file.
The JSON file contains the Modbus devices, the registers and the alert rules of the gateway. For each Modbus device it lists, among other things, slave_id, ip_address, port and poll_interval_ms, the polling interval in milliseconds. Use the file as a reference when you set up a replacement.
A CSV file holds at most 500 000 readings. If there are more, you get the newest ones and the window stays open with a message. How to get the older readings is described in Download readings.
Decommission the gateway
The portal asks for confirmation twice. In the second window you choose whether the readings are kept.
Open the gateway
Open the gateway that you want to decommission.
Open the menu
Open the menu with the three dots at the top right.
Choose decommission
Choose Decommission gateway. A window asks whether you want to decommission the gateway from the organisation.
Confirm decommissioning
Click Confirm. A second window asks whether you also want to delete all measurement data.
Keep or delete the readings
To keep the readings, click Cancel. To delete them, click Confirm. The text in the window calls that button OK. In both cases the portal decommissions the gateway and then opens Gateways.
Replace a broken gateway
A new gateway starts with an empty history. The readings of the old gateway do not move across.
If the fault is covered by the warranty, first request an RMA number, as described in Warranty and money-back guarantee. If you have a one-off licence, report the broken gateway to support before you order a new one. That licence moves to the new gateway, as The portal licence explains.
Leave the old gateway in the portal until the new one is set up. That way you can read its settings while you set up the new one.
Save the old data
Export the configuration and download the readings of the old gateway, using the steps above under Save the configuration and readings.
Swap the gateways
Connect the new gateway to the wires of the old one, as described in Connect the gateway.
Add the new gateway
Add the new gateway with its serial number, as described in Add a gateway. Choose the same customer as for the old gateway.
Copy the bus settings
In Gateway settings of the new gateway, copy the values of the old one under Modbus RTU-bus (Modbus RTU bus) and Uitlezen via de SIM (reading via the SIM). These values are not in the JSON file. How to set them is described in Gateway settings.
Add the Modbus devices
Add each Modbus device again with Add Modbus device, as described in Add Modbus devices. Use the same template, the same slave address or IP address and the same polling interval as on the old gateway.
Decommission the old gateway
Decommission the old gateway with the steps above under Decommission the gateway.
The new gateway receives the default alerts when you add it, as Automatic monitoring explains. Everything else belonged to the old gateway or to its registers. The table shows where you set it up again, if the old gateway had it.
| What the old gateway had | Where you set it up again |
|---|---|
| Its own alert rules | Create an alert rule |
| Recipients of alert email for this gateway | Choose who receives alert emails |
| Variables | Calculate values with variables |
| Peak and off-peak tariff | Set up peak and off-peak tariffs per kWh meter |
| Control of registers | Control registers from the portal |
| Widgets on dashboards | Create a dashboard |
| Widgets in reports | Create and schedule reports |
| Registers in automations | Create automations |
Updated on 7 October 2026
Still stuck?
Email or call us. Include the serial number of the gateway, so we can take a look straight away.
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