This article helps you troubleshoot common issues when installing and configuring the GATEWAY in a setup where Internet access is provided by your own router.
It is designed to be used together with the following guides:
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How to use this troubleshooting guide
Start with the section that best matches your symptom. For each issue you will find:
- What you see (symptom).
- What might be causing it (possible cause).
- What to do next (recommended action).
1. Cannot access the GATEWAY local interface
| Symptom | Possible cause | Recommended action |
|---|---|---|
| Cannot reach 192.168.1.1:3000 when directly connected. | Laptop not in the same subnet, Wi-Fi still active, or Ethernet not connected. | Disable Wi-Fi, verify Ethernet connection, and ensure your laptop receives an appropriate IP. Assign 192.168.1.10 / 255.255.255.0 if needed. |
| Browser shows timeout or “page not found”. | Incorrect IP/port or browser plugin interference. | Confirm you entered 192.168.1.1:3000. Try a different browser; disable VPN/proxy. |
| GATEWAY unreachable after assigning fixed IP. | GATEWAY now uses the new IP or IP conflict exists. | Try the new static IP. If that fails, use the IPv4 fallback to recover access. |
2. GATEWAY connected, but no Internet or back-end communication
| Symptom | Possible cause | Recommended action |
|---|---|---|
| GATEWAY reachable locally, but not appearing online in HARMON-E. | Incorrect gateway or DNS values. | Verify gateway = router IP (e.g. 192.168.1.1). Confirm DNS server is reachable. |
| Communication is unstable. | Firewall restrictions or unstable uplink. | Ask IT whether outbound connections or DNS queries are restricted. |
3. GSM status LED indicates network issues
| GSM Status LED | Meaning | Recommended action |
|---|---|---|
| Slow blinking (short ON / long OFF) | Searching for network. | Check router Internet access and cable connection. |
| Slow blinking (long ON / short OFF) | Registered but no data connection. | Correct gateway/DNS settings; verify firewall. |
| Fast blinking (short ON / short OFF) | Registered and active connection. | If HARMON-E still shows offline, verify hub and load-management setup. |
4. HARMON-E registration or site visibility issues
| Symptom | Possible cause | Recommended action |
|---|---|---|
| GATEWAY configured and online locally but not visible in HARMON-E. | Internet connection blocked or misconfigured. | Verify stable Internet; ask IT whether outbound connections are restricted. |
| Site appears but stays offline. | Changed IP settings or DNS errors. | Compare live config with your documentation record. Correct IP, DNS, and gateway if required. |
5. Configuration record for support
| Site / location | ________________________ |
| GATEWAY serial number | ________________________ |
| Final IPv4 (GATEWAY) | ________________________ |
| Subnet mask | ________________________ |
| Gateway (router IP) | ________________________ |
| DNS server | ________________________ |
| Date and time of issue | ________________________ |
| Short description of the issue | ________________________ |
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When to contact FLEXECHARGE Support
If you have completed the steps in this article and the GATEWAY still cannot be reached or does not connect to HARMON-E, please contact FLEXECHARGE Support. Include the completed configuration record and, if possible, screenshots of the GATEWAY Local Network settings.
Contact FLEXECHARGE Support
| Phone | +49 2941 7463000 |
| support@flexecharge.com |
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