Troubleshooting Ethernet gateway detection - Amazon Monitron

Amazon Monitron is no longer open to new customers. Existing customers can continue to use the service as normal. For capabilities similar to Amazon Monitron, see our blog post.

Troubleshooting Ethernet gateway detection

When you add a gateway to your project or site, as soon as you choose Add Gateway, the Amazon Monitron mobile app starts scanning for the gateway. If the app can't find the gateway, try the following troubleshooting tips.

  • Make sure that the gateway is powered up. Check the small green light near the upper right corner of the gateway. If it's on, the gateway has power.

    If the gateway has no power, check the following:

    • Is the Ethernet cable firmly seated in the RJ-45 socket?

    • Is the router at the other end of the Ethernet cable functioning properly?

    • Is the Ethernet cable working? To test this, try using the cable with another gateway.

    • Is the RJ-45 socket clean? Be sure to also check the socket at the other end of the Ethernet cable.

  • Make sure the gateway is in configuration mode. The Amazon Monitron mobile app finds a new gateway only when it's in configuration mode. When you turn a gateway on, the Bluetooth and Network LED lights blink slowly, alternating orange and blue. When you press the Config button to enter commissioning mode, they blink rapidly, again alternating orange and blue.

    Hand pressing the Config button on an Amazon device with a smile logo and LED indicators.

  • If the LEDs show any sequence other than slow blinking before you press the button, the gateway might not go into configuration mode. In this case, reset the gateway by pressing the Reset button.

  • Make sure your smartphone's Bluetooth is working. The gateway connects to your smartphone using Bluetooth, so it's a potential source of interruption. Check the following:

    • Is you smartphone's Bluetooth on and working? Try switching it off and on. If that doesn't help, restart your phone and check again.

    • Are you within your smartphone's Bluetooth range? Bluetooth range is relatively short, usually less than 10 meters, and its reliability can vary dramatically.

    • Is there anything that might be interfering electronically with the Bluetooth signal?

  • Make sure this gateway is not already commissioned to any of your projects. The device must be deleted from all existing projects before commissioning.

If none of these actions resolves the issue, try the following:

  • View and copy your gateway MAC address and get in touch with your IT admin. See Retrieving MAC address details.

  • Log out of the mobile app and restart it.

  • Perform a factory reset of the gateway by holding down Config and pressing Reset.