Offline Alarms

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

An "Offline" alarm is triggered if the gateway has lost its connectivity with its cellular signal. While this alert does not mean there is an issue with your barn(s), it does mean that BarnTools is currently unable to monitor your system and send out updates. During an offline event, any sensor information found in the app represents its last known state, from when the gateway was last online.  It's important to get this issue resolved as soon as possible as your barn(s) are left unprotected!

Below are some items to check that could explain why your system is offline:

• Is your Cellular Antenna inside the barn?
• Is your Cellular Antenna mounted Horizontally or at a 45° angle on the barn's roof?
• Did the Cellular Antenna get knocked down?
• Was the gateway accidentally powered off (green button on the side)?
• Is cell service typically poor in that area?
  • Call our Customer Support Team to discuss different antenna options and locations

• The cell tower the gateway was connected to could be having issues/updating.
  • Most commonly happens overnight/early morning.
    • In the US, these are typically resolved within 1 business day of outage. 
• Was the gateway running on its backup battery? When the battery dies, the gateway will power down. 
  • If your gateway alarms are enabled, a Power Off Alarm should have been previously been issued. 
  • The backup battery typically lasts 24 hours on a single charge. Your gateway will recharge the battery once power is restored. However, if battery is left without power for more than a few days, this can result in a dead (non-functioning) battery.
• BarnTools may be experiencing technical difficulties. Please visit our Status Page to check for any previous or ongoing issues.

Troubleshooting Steps

1. Power Off the gateway by pressing the green button on the side.
   • The button should be flush to the outside (similar to the red button below it) when in the OFF position.
   • The green button should stop flashing
2. Wait 1-2 mins, then press the Green Power Button to turn the system back on. Please allow the gateway 20-30 mins to re-establish a connection.
   
   • When Offline - Green Power Button will flash continuously every 2-3 seconds
   • When Online/Connected - Green Power Button will flash once every 10-13 seconds
3. If the gateway does not connect within 30 min please check the below items and then re-try steps 1 & 2.
   1. Make sure the cellular antenna is outside. Please review our antenna guidelines HERE.
      • A  25ft, 50ft, or 100ft extension cable can be purchased to help get your cellular antenna outside or mounted on the peak of the barn.
      • A high powered antenna can be purchased and may be beneficial for customer's experiencing intermittent offline issues.
   2. Check that the antenna didn't get knocked down or damaged 
      • May happen after a storm or if strong winds have been in the area.
      • If your antenna is mounted horizontally OR at a 45° angle on the roof, please reposition the antenna vertically and as high up on the barn as you can get it. Then proceed to "Step 1" of troubleshooting.
   3. Check your own cell phone's connectivity while on site.
      • If you are a customer that uses AT&T, Verizon, or T-Mobile and are having connectivity issues on site when you normally do not - this could indicate a downed tower in your area.
4. If all previous steps have been checked / performed, please contact our Customer Support Team for further assistance.

• • Before reaching out to our Support Team please ensure the following:
    
    • Steps 1 - 3 have been completed and your system has been running for 20+ mins since it was last powered on.
    • You have removed the cover of your gateway (a Philips-head screwdriver is required)