Support Center

Note:  The Gateway does not support 5GHz networks or non-password protected Wi-Fi hotspots.

The first thing to check, is the status of the LED’s on the Gateway:

1. If the Gateway LED is flashing blue (one sec between) then the Gateway is not connected to Wi-Fi

1. Make sure the Wi-Fi network in the home is working and on
2. Make sure the Gateway is plugged into an area there is a stable, healthy Wi-Fi signal
3. Unplug and plug back in the Gateway (power cycle) and let it reestablish the Wi-Fi connection
4. If still flashing, check your phones Wi-Fi settings and see if the atom network is broadcasting (Atom_######). IF it is, the Gateway needs to have the Wi-Fi details setup again. Go to the main account page and click “+” or “Add new Gateway” and follow the prompts for setting it up. Note: After you get through the setup process, you will receive a popup box that reads, this Gateway is already setup to an account. Just click OK, the Gateway will remember the Wi-Fi details you just entered
5. If still flashing and the Atom Wi-Fi network is NOT showing in the Wi-Fi settings, then quickly double tap the Gateway program button. This will clear the Wi-Fi settings in memory, now see #1, STEP D

2. If the LED is flashing slow blue (about 3 sec between) the Gateway is connected to Wi-Fi but there is no internet access, or the Gateway is not connected to the account servers

1. Check that Wi-Fi network has internet. You can do this by turning OFF cell data in your phone’s settings, make sure the phone is connected to the same Wi-Fi network being used by the Gateway, then open a web browser on your phone and search something. If the search attempt loads results, then the Wi-Fi network has internet access. If it does not load results, then the Wi-Fi network, does not have internet access
2. If internet is confirmed, check with SWF Support if there is a server connectivity issue (this is very rare)
3. Confirm that the 2.4 and 5G Wi-Fi networks do not share the exact same Wi-Fi network SSID (name). The 2.4 and 5G Wi-Fi networks cannot share the exact same name, they must be different. If both networks do share the same name, access your router or modems Wi-Fi network settings and rename one of the two networks so that they are different from each other. For example, “Home Wi-Fi 2.4” and “Home Wi-Fi 5”.

3. If the LED is Solid DIM blue, the Gateway has insufficient power

1. Unplug the Gateway from the Power Adapter, and plug it back in
2. Ensure the Power Adapter is plugged fully into the receptacle 
3. If NOT using the USB Power Adapter that comes with the Gateway, ensure that adapter meets the min. power requirements

4. If the LED is solid BRIGHT blue, then the Gateway is stuck thinking/loading/processing 

1. First would be to understand how long it has been stuck solid BRIGHT blue. If for some time (greater than 10 mins.) Power Cycle the Gateway, with a short power cycle, unplug for 3 minutes, then plug back in
2. IF after power cycling the Gateway, it is still Solid Bright Blue, wait for the Gateway to complete the process it is stuck on (give at least 10 mins)
3. IF Still solid BRIGHT blue, Long Power Cycle the Gateway, unplug for 15 mins, and re-plug back in. Wait to see if the LED changes or has different activity after repowering
4. NOTE: THIS STEP IS NOT TO BE USED IN ANY OTHER CIRCUMSTANCE AND IS NOT THE TYPICAL RESET
   1. IF the above fails as a LAST resort and only in this troubleshooting situation to recover the Gateway, unplug the gateway. While unplugged, hold in the programming button and plug the Gateway back in (while holding in the button), keep holding the button in, for 6 seconds and release. This will force the Gateway to reboot the previous firmware that was loaded on it. If this worked, you will see different LED activity right away, it may go solid after blinking initially, that is OK. Let the Gateway reload its firmware. Once the LED activity stops, see #1 Step D for manually reconnecting to Wi-Fi

5. If the LED is OFF either the Gateway has no power at all, or it is reporting all is OK and the app is not synced

The Gateway LED should be reporting an LED status if the Gateway is physically offline. The Gateway can appear offline in the app, though it is still online and OK. First ensure your phone has internet service and connected to Wi-Fi, close and reopen the app and allow the app to resync to the account servers and show the updated Gateway status. Otherwise:

1. Make sure the Gateway is plugged fully into the USB Power Adapter and/or receptacle
2. Make sure the receptacle or the USB Power adapter is plugged into, is powered and working
3. If using their own USB power adapter, make sure it meets min. power requirements and is on
4. Manually reconnect the Gateway back to Wi-Fi, by following #1 step D