It is important to know which gateway device you have to understand what the LED status references.


LED blinking once per second:  The gateway is not connected to the Wi-FiFi router.

  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 Plughub network is broadcasting (Plughub_######). If it is, the Gateway needs to have the Wi-Fi details setup again.
  5. If still flashing and the PlugHub Wi-Fi network is NOT showing in the Wi-Fi settings, then press and hold the Gateway programming button for 5-9 seconds, then release. This will clear the Wi-Fi settings in memory.
    1. If Wi-Fi reset does not get gateway to broadcast SSID, you can also try to firmware reset it:
      1. Unplug the gateway.
      2. Press and hold the programming button.
      3. Without releasing the programming button, plug the gateway back in. Continue to hold the programming button for 6 seconds after being plugged back in, then release.
      4. The gateway will begin resetting its firmware. This can take a few minutes.
      5. Once the reset is complete the gateway should begin broadcasting the Plughub network.

LED blinks once every three (3) seconds:  The gateway is connected to the router but doesn't connect to server (no internet) 

  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.

LED blinks ten (10) times per second: The gateway inclusion or exclusion mode has started.  LED will stop blinking when completed. 

LED blinks three (3) times per second: The gateway is in test mode.

LED off: smart plug is powered off.  


For additional support:

  • App:  On the main account screen or login page, click on “?” Icon – this will generate an email template – be sure to fill in all information requested,  
  • Email:  [email protected],  
  • Customer Service Team: 1-800-221-6352

Note: Responses could take up to 24 hours.




LED is Off – The Gateway has no power, is connected to Wi-Fi and reporting OK, or has never been setup yet and is brand-new out of the box

  1. Plug Gateway in completely into the USB Power Adapter and/or receptacle

  2. Make sure the receptible is working

  3. Make sure the USB power adapter meets minimum power requirement and power is on

    1. Minimum: 5-volt, 1-amp continuous power

    2. Recommend: 5-volt, 2-amp continuous power

  4. Manually reconnect Gateway back to Wi-Fi (LED should be flashing blue one second between flashes, when not connected to Wi-Fi)

LED is Blinking Rapidly – Z-Wave device being added has been detected by Gateway and being configured

 

LED Blinks once and turns off – The Gateway is on factory firmware.   Allow it time to connect to internet and update. (where did this description come from??, new out of the box gateway that has not been setup will behave this way, but its not going to connect to the Wi-Fi and update until the user sets it up)

 

LED Flashing Blue (one second between flash) – The Gateway is not connected to Wi-Fi 

  1. Make sure the Wi-Fi network in the home is working and on

  2. Plug in the Gateway to an area with stable and healthy WI-FI signal

  3. Power cycle the Gateway (unplug then plug back in) and let it reestablish the Wi-Fi connection

  4. If still flashing:

    1. Check phone Wi-Fi setting to confirm atom network is broadcasting

    2. if so, the Gateway will need to have the Wi-Fi details set up again Note: Do not connect to Atom network, until the app has instructed you to do so

      1. Go to main account page

      2. Click on “+” or “add new gateway”, then follow prompts to set up

        1. After set-up process complete, there will be a pop-up box- This Gateway is already set up to an account; just click OK

  5. If still flashing and the Atom Wi-Fi is NOT showing in Wi-Fi settings

    1. Quickly double tap the Gateway programming button

      1. This will clear the Wi-Fi settings in member

      2. Go to STEP D and repeat

LED Solid DIM Blue – Gateway has insufficient power 

  1. Unplug Gateway from Power Adapter and plug back in

  2. Ensure power adapter is fully plugged into receptacle

  3. If not using USB Power Adapter supplied with Gateway

    1. Minimum: 5-volt, 1-amp continuous power

    2. Recommend: 5-volt, 2-amp continuous power

LED Flashing Blue (three seconds between flash) – The Gateway is connected to Wi-Fi but there is no internet access, or the Gateway is not connected to the account server

  1. The internet onsite is not working

    1. Verify their Wi-Fi router is connected to internet service

      1. If not, they will need to resolve this

    2. If internet is confirmed:

      1. App:  On the main account screen or login page, click on “?” Icon – this will generate an email template – be sure to fill in all information requested, note: responses can take up to 24 hours

      2. Email:  [email protected], note: responses can take up to 24 hours.

      3. Phone: 1-800-221-6352 - Monday – Friday 8:30 - 6:30 pm (eastern)

 

LED Solid Bright Blue – Gateway is stuck thinking/loading/processing or updating

  1. If longer than 10 minutes –

    1. Perform a long Power Cycle on the Gateway by unplugging it for 15 minutes.

    2. Then plug the Gateway back in, and allow at least 15 minutes for LED to go out

Note:  This power cycle takes about 30 minutes to complete.   

  1. If still solid blue – LAST RESORT

    1. Unplug Gateway

    2. While unplugged, press and hold program button on Gateway and plug back in (must be holding programming button while plugging into outlet)

    3. Keep holding the program button for an additional 6 seconds (after plugged in)

    4. Then release – you will see different LED activity

    5. Wait for Gateway to update firmware – (this could take 5-10 mins)

    6. If Gateway does not auto reconnect to Wi-Fi, once firmware update is complete and LED activity stops, proceed to setting up manually by reconnecting to Wi-Fi (LED should be flashing blue (one second between flash))


For additional support:

  • App:  On the main account screen or login page, click on “?” Icon – this will generate an email template – be sure to fill in all information requested,  
  • Email:  [email protected],  
  • Customer Service Team: 1-800-221-6352

Note: Responses could take up to 24 hours.