1. Pairing - Unable to be found
You have searched for the gateway and it cannot be found. In this case, the gateway might need to be manually reset in order to be found in the app. If facing the back of the gateway, click on the reset button, which is on the far left, 5-10 times. Now, close down your app completely, reopen it, and the gateway should now be found to be added.
2. Pairing - not getting past the 2nd step
Go into the installer tools, and select "Gateway command center". Click on "Rescue" till a circle pops up. Select the circle, and click on "Firmware". Select the Gateway firmware at the top of the list "Gateway FW 1B7" and click on "Update". Once the gateway firmware is up to date, refresh the app, wait 1-2 minutes, and try the pairing process again.
Go into installer tools and select gateway command center. A circle should pop up, if not, click on "Rescue". Select the circle, click on "Firmware" and select the firmware 1B7, then click on "Update". It will take a minute or two for the update to go through. Then, you can refresh the app, and go through the pairing process again.
3. Pairing - pairing not getting past the 3rd step, local connection or internet connection.
Get nearby the gateway. Check that the gateway is getting proper internet from the router using these steps. Go into the installer tools, and select "Gateway command center". Click on "Rescue" till a circle pops up. Select the circle, and click on "Internet status". If you are getting the the notification " Oops! Gateway is not connected to internet" then there is an issue. First, check the ethernet cord is securely connected from the back of the gateway to the router. Secondly, make sure your phone is connected to the same WIFI that the gateway ethernet cable is connected to. Next, make sure there isn't a specific firewall blocking the connection to the gateway. Now, close down the app, reopen it and go through the pairing process again.
If you have any questions, please reach out to us at support@bluehopper.com and we'd be happy to help.
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