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      Offline Alarms

      Why is my gateway 'offline' and how can I fix it?

      An alarm is sent if the gateway is offline and no longer connected to cellular. It doesn't necessarily mean that there is no power to the barn, but other alerts won't send while a gateway is offline. It's important to get this resolved as soon as possible so barns aren't left unprotected! The gateway may come offline for several different reasons, but the most common ones are:

      • Cellular antenna is inside 
      • Cell service is poor for that area
      • The gateway was powered off (green button on the side)
      • The antenna got knocked down
      • The cell tower it was connected to is having issues/updating 
        • Most commonly happens overnight/early morning  
      • The gateway was running on the backup battery and has completely drained 
        • If alarms are enabled, a power off alarm will be received first 
        • The backup battery typically lasts 24 hours and is NOT rechargeable once fully drained. A new battery can be purchased if necessary. 
      • We may be experiencing technical difficulties on our end. Please visit our Status Page to check for any previous or ongoing issues.

      Troubleshooting Steps

      1. Restart the gateway by pressing the green button on the side
        1. The green light will blink every 2-3 seconds if not connected and every 10 seconds if it is connected 
        2. If the light doesn't blink, check to make sure the gateway is plugged into a good outlet 
      2. Make sure the cellular antenna is outside. Follow antenna guidelines HERE
        1. A  25ft, 50ft, or 100ft extension cable can be purchased to help get it outside or mounted up higher 
        2. A high powered antenna may be beneficial for intermittent offline issues
      3. Check that the antenna didn't get knocked down or damaged 
        1. May happen after a storm comes through 
      4. Take the front cover off of the gateway and check for loose cables or any damage if a lightning strike was possible 

       

      If the steps have been completed above and there are still issues, reach out to our support team via email at support@barntools.com or call/text Toll Free at 855-580-0058 during the hours of 8am-5pm CST Monday-Friday.

      **Please be sure to have your site address included in the support request so we can check the cell towers in the area