My Gateway went offline and won't come back. What can I check on site?

Use this when a Gateway that was working is now offline. Answer each question, and each answer tells you which step to go to next. Start at Step 1.

Step 1: Is the Gateway powered on?

Look for power lights on the front and listen for fans.

Yes, it's on → go to Step 3
No, it's off → go to Step 2

Step 2: Get power back

Gateways power back on by themselves when power returns after an outage. If it's still off, check upstream first.

Check the UPS, power strip, breaker, or remote power outlet.
Momentarily press the front power button once.

It powers on. Wait up to 10 minutes, then if still offline → go to Step 3
It won't power on, or turns on and shuts off → contact support

Step 3: Check the network link lights

Check the lights on the network port(s) in use. See What do the light colors mean on my Gateway Network Plugs?.

No lights: try a different switch port and patch cable, then re-check
Orange speed light on a gigabit switch: swap the cable or port. See Why is my network adapter at 100Mbps?
Lights look normal → go to Step 4

Step 4: Does the WAN network have internet?

Plug a laptop into the same switch port or VLAN as the Gateway's WAN. Does it get an address and reach the internet?

No. The problem is the site's network or internet. Bring in the site IT team or ISP → done
Yes, and the Gateway's LAN port is also plugged in → go to Step 5
Yes, and only WAN is plugged in → go to Step 6

Step 5: Rule out a WAN/LAN conflict

Unplug the LAN cable and wait up to 10 minutes.

It comes back online. The ports are conflicting (e.g. same subnet, or both with a default gateway). Fix them with Gateway IP Settings, then plug LAN back in → done
Still offline. Plug LAN back in → go to Step 6

Step 6: Does “Go To Webpage” still work?

In QxControl go to Gateways › Config › Go To Webpage.

The login page opens. Something (usually a firewall or content filter) is blocking the cloud connection. Have site IT allow outbound UDP 51820. See What ports do I open for my Qumulex Cloud Gateway? → done
It doesn't open → go to Step 7

Step 7: Did anything change on the network?

Yes (firewall, ISP, DNS, IP range). A Gateway with static IP or DNS settings on its WAN can't get out once those change. Update them with Gateway IP Settings. The qadmin login is on the sticker that shipped with the unit. Then → go to Step 8
Nothing we know of → go to Step 8

Step 8: Restart the Gateway the right way

Momentarily press the front power button. Don't hold it. A safe shutdown can take up to 2 minutes.
When the lights and fans are off, press it again.
Wait up to 10 minutes for it to reconnect.

Pulling the power cord can damage drives or recordings, so only do it as a last resort. See How do I power down my unit?.

Back online → done. Set up a Gateway Offline alert so you hear about the next one first.
Still offline → contact support

Other situations

Status says “Pending Version Update”. It is waiting to install an update. Leave it on and connected, and don't restart it. Contact support if it lasts more than a few hours.
People need to use the system while it's offline. See Setting up Offline Mode with Qumulex (must be set up beforehand).
It keeps going offline again and again for extended periods, while nothing else on the network does, or you seem to be missing recordings → contact support.

Contact support

Have ready: the Gateway serial number (on the label, e.g. QF2534P102FD), when it went offline, what the lights look like, which steps you've tried, and the site IT contact.