Gateway is offline

A gateway that worked before shows Offline in the header of the gateway page. Next to it you see how long ago it last sent anything. The quickest check is to find out which connection the gateway last sent over. You read this in the gateway settings.

If the gateway shows Pending, it has never sent anything. In that case, see Gateway does not come online.

When a gateway goes offline

The portal sets a gateway to Offline when it sends nothing for longer than its own limit. ModbusCloud sets this limit per gateway, between 2 and 30 minutes, and you cannot set it yourself. For a new gateway it is around 5 minutes. As soon as the gateway sends something again, it shows Online.

Alert for an offline gateway

A newly linked gateway gets the alert rule Gateway offline straight away, with the severity Warning. Whoever receives alert emails for this gateway gets an email when it goes down. The email states since when the gateway has been offline.

When the gateway comes back, the alert moves to Returned. It stays under Open until someone resolves it. As long as it is not resolved, a new outage does not send a new email. How an alert changes status is described in How alerts work.

If a gateway that was already running has no Gateway offline rule, add it with Apply default monitoring.

The gateway stays offline

The portal then receives no message from the gateway, neither over the cable nor over 4G. If only the network on site fails, the backup SIM takes over and the gateway stays online. These steps show which connection the gateway last sent over. You see the pencil in the header as an owner, admin or technician.

1. Open the gateway list

   Open Gateways in the menu.

2. Open the gateway

   Click the gateway that is offline.

3. Open the settings

   Click the pencil on the right in the header (Gateway settings).

4. Read the connection

   Look in the block Uitlezen via de SIM (reading via the SIM), at Verstuurt nu via (currently sending via). It shows Kabel (cable) or SIM, with the date and time at which the gateway switched to that connection.

If it shows Kabel, start with the power and the network on site. If it shows SIM, the gateway last sent over 4G and you start with the 4G coverage. If it shows Onbekend (unknown), the gateway runs older software that does not report the connection. In that case, work through the causes below in order.

The gateway has no power

Without power, the gateway sends nothing, not even over 4G. Have someone on site check that the cabinet has voltage and that the power supply is connected. The power terminal of the gateway should read 9 to 57 V DC. How to connect the power supply is described in Mount the gateway and connect the power supply.

The network on site has no internet

A loose cable, a router that is switched off or a replaced router breaks the connection over the cable. If 4G does not work at that location either, the gateway stays offline.

1. Check the cable

   Check that the network cable is in the WAN port of the gateway.

2. Check the router

   Check that the router or switch on the other end is switched on and has internet.

3. Have the address checked

   If the router has been replaced or set up differently, ask the IT department to check that the gateway still gets an IP address through DHCP.

Which port is used for what is described in Connect to the network via WAN and LAN.

The network blocks outgoing traffic on port 8883

The gateway sends its data over MQTT over TLS to port 8883. A changed firewall can block this traffic while the rest of the network works. Ping still succeeds, so the gateway stays on the cable and 4G does not take over.

Ask the IT department to allow outgoing TCP traffic to port 8883. All requirements are listed in Network requirements for the gateway.

The gateway has no 4G coverage

Without 4G coverage at the position of the antenna, the gateway sends nothing over the backup SIM. A metal cabinet blocks the signal.

1. Check the antenna

   Check that every supplied 4G antenna is fixed to the gateway.

2. Move the antenna

   If the gateway is in a metal cabinet, place the antenna outside the cabinet.

If the gateway is back online over the cable, test whether it can send over 4G at that location, as described in 4G and the backup SIM.

The gateway is online but no values arrive

If the gateway shows Online and the values of a Modbus device stay missing, the connection with the portal works. The cause is then between the gateway and the Modbus device. If the check Modbus device not reporting of automatic monitoring is On, it raises an alert for this. Find the cause with Modbus device shows no values.

If the gateway sends over 4G, it reads no more often than the SIM interval, 300 seconds (5 minutes) by default. If values arrive less often than you expect, see Values arrive less often than set.

Contact support

If this does not solve it, contact us through the support page. Send the serial number, the moment the gateway went offline and what Verstuurt nu via shows. Also state what you checked on site, such as the voltage, the network cable and the position of the antenna.