Loading Guide

Preparing HPzenAi content

Skip to main content

IoT Gateway

Troubleshooting

Diagnosing and resolving common gateway connectivity, power, RS485, and device communication issues.

Gateway LED Not Illuminating​

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​

  • Verify the 12V DC power adapter is firmly plugged into a live mains socket.
  • Check the terminal block connections at the gateway DC input — tighten any loose wires.
  • Use a multimeter to confirm the adapter output is between 11.5 V and 13.5 V DC.
  • Try a known-good 12V DC power supply to rule out adapter failure.
  • Check if the fuse or circuit breaker protecting the supply circuit has tripped.

Gateway Not Connecting to Wi-Fi​

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​

  • Confirm the router is broadcasting a 2.4 GHz network — 5 GHz is not supported on any gateway model.
  • Re-enter the Wi-Fi password carefully; passwords are case-sensitive.
  • Move the gateway within 5 metres of the router during initial setup to rule out signal issues.
  • Check if MAC address filtering is enabled on your router and whitelist the gateway MAC address (printed on the label).
  • If 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

Step 1 / 8
9:41
1

Open the HPzenAi app.

Step 1 / 8

No RS485 Devices Detected​

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​

  • Check RS485 A and B terminal wiring at the gateway — reversed polarity prevents all communication.
  • Confirm each device on the bus has a unique Modbus address; duplicate addresses cause data collisions.
  • Use a multimeter to verify approximately 120 Ω between RS485 A and B at the furthest device (with termination resistor in place).
  • Ensure the RS485 cable does not exceed 1000 m — reduce baud rate in app settings for long runs.
  • Run a fresh RS485 scan: Gateway → Settings → RS485 → Scan Devices.

Guided Help Center

Step 1 / 8
9:41
1

Open the HPzenAi app.

Step 1 / 8

Gateway Offline After Power Outage​

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​

  • Confirm the internet router has come back online and other devices can browse the internet.
  • Wait 3–5 minutes — the gateway retries the Wi-Fi connection every 30 seconds for 10 minutes, then hourly.
  • Check the gateway LED: slow blue flash means it is searching for Wi-Fi; solid green means connected.
  • If 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.
  • For 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​

Cause: Data polling may be interrupted by an RS485 communication error, a duplicate device address, or a temporary cloud sync issue.

How to Fix​

  • Check that the RS485 address set on the field device matches the address configured in the gateway.
  • Verify the RS485 bus cable is within the 1000 m maximum length.
  • Confirm no two devices on the same RS485 bus share the same Modbus address.
  • Check for loose connections at the gateway terminal block — tighten all terminal screws.
  • Trigger 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)​

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​

  • Power off the gateway, re-seat the nano-SIM card with gold contacts facing down, and power back on.
  • Open the HPzenAi app and go to Device Settings → Network → Mobile Data — confirm mobile data is toggled on.
  • If automatic APN detection fails, tap Manual APN and enter the APN, username, and password provided by your mobile carrier.
  • Confirm your mobile carrier has data coverage at the installation site.
  • Check that the SIM data plan is active and has not expired.

RF Devices Not Found (GW-1, GW-3)​

Cause: RF channel mismatch between the gateway and field devices, or the RF antenna not being connected, prevents RF device discovery.

How to Fix​

  • Confirm the RF antenna is securely connected to the 'RF ANT' port — never operate without the antenna.
  • Check that the RF channel set on the gateway matches the channel configured on each RF field device.
  • Reduce the distance between gateway and devices during initial pairing to rule out range issues.
  • Move the gateway or devices to reduce obstructions — dense vegetation, metalwork, and reinforced concrete significantly reduce RF range.
  • Go 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​

Cause: During initial setup the field device was scanned and linked to a different gateway than intended.

How to Fix​

  • Open the HPzenAi app and navigate to the gateway the device is currently linked to.
  • Go to Gateway → Linked Devices and select the device.
  • Tap Unlink Device and confirm the action.
  • Navigate to the correct gateway and link the device again via Link Devices or RS485 Scan.

Guided Help Center

Step 1 / 9
9:41
1

Open the HPzenAi app.

Step 1 / 9

Gateway Shows Incorrect Time / Timestamps​

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​

  • Ensure the gateway is connected to the internet — it synchronises time automatically via NTP on each connection.
  • Go to Device Settings → About and check the firmware version; outdated firmware can cause NTP issues.
  • Update to the latest firmware via Device Settings → Firmware → Update.
  • If timestamps remain incorrect after reconnecting to the internet, restart the gateway from Device Settings → Restart.

App Cannot Find Gateway During Setup​

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​

  • Ensure Bluetooth is enabled on your smartphone.
  • Confirm the gateway LED is flashing blue slowly, indicating it is in setup/pairing mode.
  • If the LED is solid green, the gateway is already configured — hold RESET for 3 seconds to re-enter setup mode.
  • Close and reopen the HPzenAi app, then retry the Add Gateway flow.
  • Position your phone within 2 metres of the gateway during initial Bluetooth pairing.