Gateway LED Not Illuminating
Likely Cause
The gateway is not receiving 12V DC power — most commonly caused by a faulty adapter, loose terminal connection, or a tripped circuit breaker.
How to Fix
- 1Verify the 12V DC power adapter is firmly plugged into a live mains socket.
- 2Check the terminal block connections at the gateway DC input — tighten any loose wires.
- 3Use a multimeter to confirm the adapter output is between 11.5 V and 13.5 V DC.
- 4Try a known-good 12V DC power supply to rule out adapter failure.
- 5Check if the fuse or circuit breaker protecting the supply circuit has tripped.
Gateway Not Connecting to Wi-Fi
Likely Cause
The gateway only supports 2.4 GHz Wi-Fi — connecting to a 5 GHz-only network or entering an incorrect password are the most common causes of failed Wi-Fi setup.
How to Fix
- 1Confirm the router is broadcasting a 2.4 GHz network — 5 GHz is not supported on any gateway model.
- 2Re-enter the Wi-Fi password carefully; passwords are case-sensitive.
- 3Move the gateway within 5 metres of the router during initial setup to rule out signal issues.
- 4Check if MAC address filtering is enabled on your router and whitelist the gateway MAC address (printed on the label).
- 5If the gateway was previously configured, hold the RESET button for 8 seconds to restore factory defaults, then repeat the Wi-Fi setup procedure.
Guided Help Center
Open the HPzenAi app.
No RS485 Devices Detected
Likely Cause
Reversed RS485 A/B polarity is the single most common cause — the gateway cannot communicate with any device if the differential lines are swapped.
How to Fix
- 1Check RS485 A and B terminal wiring at the gateway — reversed polarity prevents all communication.
- 2Confirm each device on the bus has a unique Modbus address; duplicate addresses cause data collisions.
- 3Use a multimeter to verify approximately 120 Ω between RS485 A and B at the furthest device (with termination resistor in place).
- 4Ensure the RS485 cable does not exceed 1000 m — reduce baud rate in app settings for long runs.
- 5Run a fresh RS485 scan: Gateway → Settings → RS485 → Scan Devices.
Guided Help Center
Open the HPzenAi app.
Gateway Offline After Power Outage
Likely Cause
The gateway is waiting for the router or internet connection to recover — it reconnects automatically but may take several minutes after a prolonged outage.
How to Fix
- 1Confirm the internet router has come back online and other devices can browse the internet.
- 2Wait 3–5 minutes — the gateway retries the Wi-Fi connection every 30 seconds for 10 minutes, then hourly.
- 3Check the gateway LED: slow blue flash means it is searching for Wi-Fi; solid green means connected.
- 4If the gateway remains offline after 15 minutes, press the RESET button briefly (less than 3 seconds) to trigger an immediate reconnection attempt without clearing settings.
- 5For SIM-equipped models (GW-1, GW-2), the gateway automatically switches to cellular data if Wi-Fi is unavailable — confirm the SIM LED is amber if Wi-Fi is down.
Gateway Online but Device Readings Not Updating
Likely Cause
Data polling may be interrupted by an RS485 communication error, a duplicate device address, or a temporary cloud sync issue.
How to Fix
- 1Check that the RS485 address set on the field device matches the address configured in the gateway.
- 2Verify the RS485 bus cable is within the 1000 m maximum length.
- 3Confirm no two devices on the same RS485 bus share the same Modbus address.
- 4Check for loose connections at the gateway terminal block — tighten all terminal screws.
- 5Trigger a manual refresh from the device tile in the app and check if new readings appear.
SIM / Mobile Data Not Working (GW-1, GW-2)
Likely Cause
Incorrect APN settings or a SIM card inserted while the gateway was powered on are the most common reasons cellular data fails to register.
How to Fix
- 1Power off the gateway, re-seat the nano-SIM card with gold contacts facing down, and power back on.
- 2Open the HPzenAi app and go to Device Settings → Network → Mobile Data — confirm mobile data is toggled on.
- 3If automatic APN detection fails, tap Manual APN and enter the APN, username, and password provided by your mobile carrier.
- 4Confirm your mobile carrier has data coverage at the installation site.
- 5Check that the SIM data plan is active and has not expired.
RF Devices Not Found (GW-1, GW-3)
Likely Cause
RF channel mismatch between the gateway and field devices, or the RF antenna not being connected, prevents RF device discovery.
How to Fix
- 1Confirm the RF antenna is securely connected to the 'RF ANT' port — never operate without the antenna.
- 2Check that the RF channel set on the gateway matches the channel configured on each RF field device.
- 3Reduce the distance between gateway and devices during initial pairing to rule out range issues.
- 4Move the gateway or devices to reduce obstructions — dense vegetation, metalwork, and reinforced concrete significantly reduce RF range.
- 5Go to Device Settings → RF → Channel in the app and verify the channel setting is correct for your region (433 MHz or 915 MHz).
Device Linked to Wrong Gateway
Likely Cause
During initial setup the field device was scanned and linked to a different gateway than intended.
How to Fix
- 1Open the HPzenAi app and navigate to the gateway the device is currently linked to.
- 2Go to Gateway → Linked Devices and select the device.
- 3Tap Unlink Device and confirm the action.
- 4Navigate to the correct gateway and link the device again via Link Devices or RS485 Scan.
Guided Help Center
Open the HPzenAi app.
Gateway Shows Incorrect Time / Timestamps
Likely Cause
The gateway clock has drifted or was not synchronised — this typically occurs after a prolonged power outage with no internet connectivity.
How to Fix
- 1Ensure the gateway is connected to the internet — it synchronises time automatically via NTP on each connection.
- 2Go to Device Settings → About and check the firmware version; outdated firmware can cause NTP issues.
- 3Update to the latest firmware via Device Settings → Firmware → Update.
- 4If timestamps remain incorrect after reconnecting to the internet, restart the gateway from Device Settings → Restart.
App Cannot Find Gateway During Setup
Likely Cause
The gateway's Bluetooth or Wi-Fi hotspot is not discoverable — it may already be configured or Bluetooth is disabled on the phone.
How to Fix
- 1Ensure Bluetooth is enabled on your smartphone.
- 2Confirm the gateway LED is flashing blue slowly, indicating it is in setup/pairing mode.
- 3If the LED is solid green, the gateway is already configured — hold RESET for 3 seconds to re-enter setup mode.
- 4Close and reopen the HPzenAi app, then retry the Add Gateway flow.
- 5Position your phone within 2 metres of the gateway during initial Bluetooth pairing.