The IQ Gateway has lost its network/internet connection and is not reporting to Enlighten.
Common causes
Broadband outageWiFi network change (new router, password change)Gateway network cable disconnectedGateway in poor WiFi location
What to check
STEP 1
Check broadband connection at the property. Confirm WiFi SSID and password have not changed. Check Gateway LEDs — should show solid green on network LED
STEP 2
If network has changed, use Installer Toolkit to reconnect Gateway to new network. Try moving Gateway closer to router or use wired ethernet
Escalate if
Network is confirmed working and Gateway still shows offline — Gateway hardware fault, escalate
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