New Web Portal Experience
      Back to home
      1. Help Center
      2. New Web Portal Experience

      Troubleshooting Offline Devices When the Reboot Button Doesn’t Work

      What to check onsite if an entry device stays offline after using the Reboot button in the Web Portal.

      Troubleshooting Offline Devices When the Reboot Button Doesn’t Work

      If an entry device appears offline in the Web Portal and using the Reboot button doesn’t bring it back online, there may be a local network or power issue preventing the device from communicating. Follow the steps below to continue troubleshooting onsite.

      Troubleshooting Steps

      1. Check the Internet Connection at the Facility

      • Confirm that the facility has an active and stable internet connection.

      • If the internet is down, the entry device cannot communicate with the Web Portal.

      2. Inspect the Network Switch (PoE Switch)

      • Look for lights on the switch next to the connected Ethernet ports.

      • No lights may indicate that the switch is unplugged, has lost power, or has failed.

      • If the switch is connected to a power strip or backup battery, verify that it’s turned on and working.

      3. Test the Network with a Laptop

      • Plug a laptop directly into the PoE switch using a Cat 6 Ethernet cable.

      • If the laptop connects to the internet, the switch is functioning.

      • If not, there may be an issue with the switch or upstream network equipment.

      4. Power Cycle the Gateways

      • Unplug and replug the Cat 6 Ethernet cables going into each port on the PoE switch.

      • This can help reset the connection between the gateway and the network.

      5. Wait and Recheck Device Status

      • After power cycling, wait a few minutes.

      • Check the Web Portal again to see if the device comes back online (e.g., Remote Open becomes available).

      Final Notes

      If the device is still offline after completing these steps, we recommend submitting a support request to our technical team. Providing details such as behavior, connectivity test results, and photos of the wiring can help us resolve the issue faster.