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WiFi/PoE Gateways Loses Internet Connection

Steps to diagnose and restore your gateway’s internet connection

Gateways may occasionally lose internet connectivity for a variety of reasons. In most cases, they will reconnect automatically — but if they don’t, follow the steps below to restore the connection.

  1. Log into the TTLock platform and follow the steps here to check if your gateways are online
  2. If a gateway is marked as offline, inspect the gateway to if the LED lights on the gateway are flashing periodically
    1. If the LED is present, the gateway has power, but may not be connected to the internet
    2. If the LED is not present, the gateway has no power, so check the power sources to the gateway to ensure power is being supplied (For G2 WiFi gateway, check USB powered wall outlet adapter, for G3 gateway, check PoE connection)
  3. If a gateway has power, however is still showing as “Offline” in the TTLock application, unplug the power cable from the gateway, wait 5 seconds, and then insert the power cable back into the gateway
    1. The LED light should flash Blue and Red. Wait 60 seconds, and then check the TTLock application to see if the lock is now online
    2. If the gateway remains offline, follow these steps to delete and re-add the gateway to the TTLock application

If the gateway continues to have poor connectivity to the internet, contact support@33lock.com for further assistance.