Gateway connection troubleshooting

If your Gateway is showing as Offline in the Wyze app, follow the troubleshooting processes on this page to try bringing it back online.

Power-cycle the Gateway

Unplugging your Gateway for 5 minutes before plugging it back in ensures that its local cache doesn't contain anything that will interfere with the connection. This is usually the quickest way to get the Gateway to show as Online in the Wyze app again.

Try a different outlet

If your Gateway has trouble staying Online from the outlet it was set up in, try moving it to a different outlet to make sure it's getting enough power to continue working the way it's supposed to.

Keep in mind that the Gateway still has to be close enough to the Lock for them to communicate via Bluetooth.

Set the Gateway back up

While unlikely, if it seems like the Gateway lost its connection to your network for one reason or another it's always worthwhile to try setting it up again as if it were new. Just walk through the setup process as outlined on the Gateway setup guide.

Move the Gateway closer to your router

While the Gateway does need to stay within Bluetooth range of the Lock, it's always worth trying to move it a little closer to where your home's router is set up to make sure it has the strongest network connection possible.

Failing all else, please contact Support so one of our Wizards can help you find a resolution.

 

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