digiGate V1 Support
digiGate V1 continues to be manufactured & supported fully, separate from the digiGate Pro lineup.
Relevant guides can be found below.
I get a 503 message (no Internet connection) on the app
Check your power supply using the guide at the bottom of this page and follow our comprehensive network troubleshoot guide further down.
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Can’t see digiGate’s WiFi on your phone when scanning?
Reboot your digiGate for it to show its WiFi again for 1 hour. If nothing, try enabling and disabling WiFi on your phone. Check the power supply isn't causing an issue by temporarily using an alternative 5v Micro USB supply.
digiGate's WiFi hotspot comes from inside the unit and not from the external USB antenna. You must be within a couple of metres to see it when scanning on your phone.
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digiGate app says not connected to digiGate WiFi when configuring
Ensure your phone has permission for digiGate to access your location.
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What's my digiGate WiFi password?
The password to connect to your digiGate's WiFi is 'digiGate' + the last 2 characters of your secret code. It is printed on the card you received with your system. An example password would be 'digiGateA2'.
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How do I change my digiGate's WiFi connection?
Please find the guide further down this page.
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How do I access my digiGate web portal?
Your digiGate web portal can be accessed by entering in your Connect Code URL into a web browser.
The code is the one ending with .digiGate.me and can be found on the digiGate card you received with your system and also printed on the unit itself. You will need to register a new account as web and app accounts are separate. Please note the code 'a1b2d3c4.digiGate.me' is an example URL - please ensure you enter the one printed on the card.
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How can I check if my digiGate is online?
Open a web browser and enter the connect code URL.
If you see a login screen, your digiGate is connected to the Internet. If not, check your connect code is entered correctly. Alternatively a quick method within the app is to try downloading the access log.
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Shut button doesn't do anything on the app
The shut button on the digiGate app is used to cancel any latch or schedule you have set.
The gate must have automatic closing enabled on it for digiGate to function correctly. The gate will close by itself after it's default 'open/pause time' has surpassed. The shut button cannot override the default open time the gate is set to.
If your gate has a programmed 2 minute 'pause time', the digiGate app cannot close the gate sooner. We recommend reducing this pause time on the gate control board itself and using digiGate to hold the gate open longer.
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The app says 'Gate Opening' but nothing happens
Listen for an audible click sound when using digiGate to open your gate/garage. If there is a sound, check all cabling between digiGate and your gate/garage controller. If there is no sound, there could be an issue with the internal relay inside the digiGate.
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My GSM module isn't working
Please find the GSM troubleshoot guide further down this page.
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Proximity isn't working on my phone
Please find the proximity control troubleshoot guide further down this page.
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My power supply doesn't seem to be working
Please find the guide at the bottom of this page.
Quick Internet Connectivity Troubleshooting
‘Connection failed’ 503 app message
This message means your phone/tablet cannot communicate with the digiGate system as your digiGate is not connected to the Internet.
There are 2 reasons this message could be appearing.
1. Your phone/tablet has no internet connection.
Please check your device has a solid WiFi or data connection.
2. digiGate has no Internet connection.
If the WiFi signal is less than 65% signal strength it can disconnect intermittently.
digiGate could be blocked by a firewall on your network. Please open port 8080 to allow the connection to be made.
GSM data has been enabled on the device. This connection method is deprecated and should be disabled.
Change or Reconnect WiFi
1. Connect to digiGate's WiFi
Can't see it? Reboot your digiGate and it will appear again.
2. Head to 'Device Settings' on the digiGate app and at the bottom you'll find 'Change WiFi Settings'.
3. Scan for the WiFi you are connecting to, ensure it has at least 65% signal strength to avoid intermittent disconnections and enter the password to connect.
V2 - GSM 'Call to open' module troubleshooting
These modules are unlocked to any network.
What do the LEDs mean?
Power, Unused, Status
Power
This LED should be solid and remain on.
Status
Solid - No signal
Quick flashing (twice a second) - 4G signal
Slow flashing (once a second) - 2G (GSM) signal
When I call, the module hangs up but nothing happens
Check the access log - you will see all rejected calls there. If your number is there as a rejected call you need to ensure you have a GSM user setup with your number with relevant access permissions. You may need to have 2 accounts per number in the case where the country code is sometimes included or not when calling. Vodafone SIM cards often include +44 when a number is calling.
My module is flashing but says 'number unavailable' when I call
Contact digiGate customer support. We may need to fix your module to 2G or 4G only based on your area.
My module is not flashing
Ensure your SIM card has no Pin lock on it and re-insert into the module.
App Proximity Opening
GPS Proximity Opening
Ensure location is enabled on your device.
iOS
Enable 'Precise Location' and 'Always'
Settings > digiGate > Location
Android
Android 10 or newer required.
Disable 'Battery Optimisation' for the digiGate app.
Enable 'Improve Location accuracy'
Settings > Location > Advanced > Google Location Accuracy
Enable 'High Accuracy'
Settings -> Location -> Mode
Further settings to improve Android location reliability:
https://dontkillmyapp.com
Further Proximity Help
1. Please ensure you do NOT ever force quit the digiGate app. This will prevent the background location checks from occurring.
2. Ensure you have digiGate GPS configured correctly within the mobile app and is enabled on the controls page. The GPS icon is on the top left corner of the controls page and should be blue, not grey. If the icon is grey, please enable GPS by tapping on it.
3. Trigger radius - We recommend you set your trigger radius to a minimum of 150m. Anything less can result in inaccurate or no proximity commands working. If you experience issues with your digiGate not triggering correctly, try changing this value.
4. Check your app's 'Advanced Location Settings'. This menu is found on the main app settings page. The Options available to change are the following:
Open Trigger Notifications
Enable this to get a notification whenever digiGate opens your gate via proximity.
Debug Notifications
Enable this option to get notifications whenever digiGate notices your location has changed. The app will inform you when you enter/leave zones and when it's precisely tracking you for your return. Enabling this option is strongly recommended if you are having issues with proximity working.
Vehicle Travel Only
This option means you must be travelling 10mph or more when entering the open trigger radius. If you find the gate is not opening when it should, try disabling this option.
Gate Open Time
Set a time (in seconds) you want the gate to latch open for with proximity. We recommend 60s to allow enough time for you to arrive.
Neighbourhood Zone
This option is important if you are having issues with the proximity working correctly. The zone is calculated by the value you set here on the app + your trigger radius. The neighbourhood zone is used to track when you have left your neighbourhood where the phone will enter battery saving mode and stop tracking you precisely. Entering this zone enables precise tracking mode where the app can locate you more accurately, checking if you have arrived within your trigger radius.
If you mostly do journeys further than 1km from the gate, increasing this distance can improve trigger accuracy.
Short Journey Zone
This option is also important if you are experiencing proximity issues. The zone is calculated by your trigger radius + the value you set for this setting.
Leaving this zone enables precise tracking to check for your return to the gate.
If you often do short journeys, we recommend reducing this value to 50m.
5. Check your phone signal at the trigger radius point. If you have 'Debug Notifications' enabled' and your phone does not alert you when you change location zone, it will most likely be a signal issue. Try unlocking your phone and mounting it on the dashboard or putting it on an empty seat. Signal levels can change dramatically when travelling in a vehicle so determining where your phone gets signal best will result in more accurate proximity control. You can also change your trigger radius to a location with better phone reception.
digiGate requires a good data & GPS connection for proximity control to work accurately. The app is instructed to open the gate when the phone detects location changes. If the phone does not report location changes due to signal levels or incorrect settings, digiGate cannot reliably open the gate.
6. Check your main phone settings. Ensure 'Precise location' is enabled and also 'Background Location' & 'Allow location access all the time' if available.
7. IFTTT is not required for GPS proximity on the digiGate app. The digiGate inbuilt proximity is much more accurate.
Power Supply
Ensure you are using a power supply provided by us when ordering the system.
Every digiGate unit will broadcast its WiFi hotspot when booted up so a simple test is to look for this after 2 minutes after plugging the power in.
The power supply should be 5.1v 2.5A minimum.
If using a transformer, check it is outputting between 5.1 and 5.2v.
To verify a power supply issue, where possible, please try a temporary alternative 5v micro usb power supply to ensure this is the root of any issues experienced. Old phone chargers are often useful.
None of our power supplies are waterproof. Ensure no water can get to the supply.
Get in touch with us for any replacement part requirements covered under warranty.
Latching & Scheduling
Your digiGate system is not holding the gate open as expected on a latch command or schedule.
This can be any of the following reasons and is all down to the gate control board:
1. Your digiGate has been incorrectly wired into the gate control board and needs the cables moved to terminal points where a clock/timer device is supported. Often the timer terminal point is labeled "ORO".
2. The gate control board has not been programmed to accept a clock/timer input. You can enable this by finding the user manual for your gate control board and using the onboard menu to find the setting.
3. Your gate control board has been programmed to be in step-by-step mode instead of fully automatic. This mode means the gate cannot be held open with a timer and must be disabled or re-set to full automatic closing mode. To determine if your gate is in step by step mode, it will currently open when you use "open" on the digiGate app and remain open until you slide "open" again.
4. Your gate simply does not support a clock/timer input. This is very rare and often found on cheaper control boards with no functionality.
Full Networking Troubleshooting
If you are receiving a 503 error or 'connection lost' message on your digiGate app, this is because your digiGate is not connected to our server via the Internet. Please check the options below to fix this issue.
Power supply fault - Check the unit has a red LED from inside. This is visible from underneath between the mounting bracket slots. Alternatively, plug the power in and check after 2 minutes if you can see the 'digiGate' WiFi hotspot on your phone. If you are using a transformer power connection, ensure this is outputting between 5.1v & 5.2v.
Try an alternative micro usb power supply or power bank (5v 2a minimum for testing) to confirm if this is the issue. Please note all power supplies are tested before dispatch.
WiFi antenna fault - Check the antenna is inserted properly and not damaged. Only the waterproof 13dBi antenna is waterproof. Over rotating or bending an antenna can cause permanent damage. Please note all WiFi antennas are tested before dispatch.
Diagnose WiFi connectivity issues
Connection issues can be due to the WiFi signal being too weak and disconnecting, the router causing IP issues or the network has no Internet connection entirely (4G routers can cause random outages).
Steps to troubleshoot are the following:
WiFi too weak (most common)
When you connected your digiGate to your WiFi, the signal strength should have been 65% or higher. Anything lower than this can cause intermittent dropouts due to signal loss and timeouts.
Our Advice:
- Improve the strength of the WiFi by moving the wireless access point closer to digiGate or even nearer a window.
- Upgrade your wireless access point to a stronger system.
- Install an access point closer next to digiGate.
- Install a digiGate 'Long range' wireless antenna if you don't have one already.
- Revert to a cabled Ethernet (RJ45) solution.
Mesh networks
If you have a mesh network with multiple wireless access points on the same SSID, digiGate can switch between 'nodes', causing intermittent disconnections while the IP address is re-assigned. We advise you assign digiGate a fixed IP or unlimited lease time on its IP by your router.
We can also try and fix your digiGate to the strongest access point by saving the Mac Address to connect to every time instead of SSID.
If using an ethernet connection on a mesh network, please ensure the connection is stable. Try connecting a laptop or other device to ensure the connection is reliable before installing digiGate.
Due to the complexity of mesh networks and notorious problems with IOT devices, we will be unable to diagnose devices connected in this way. We will ask you to connect your digiGate direct to your router when diagnosing anything.
Reconnecting/Changing WiFi network
If you've changed your WiFi network or are looking at getting digiGate reconnected, firstly reboot the device by power cycling, connect to its WiFi using the password on your digiGate card, open the app on the device's settings page and choose 'Change WiFi Settings'. The unit will then scan for WiFi where you can select one and enter the password for digiGate to connect to.
If you don't see digiGate's WiFi after a reboot, please check the power supply and remember to stand within 2 metres of the unit as the digiGate WiFi hotspot comes from inside the white enclosure.
Dual frequencies (2GHz and 5GHz)
If you have a WiFi SSID (name) on both 2.4GHz and 5GHz, this can cause intermittency issues where the digiGate might swap between them based on which is the strongest signal. Please try separating the frequencies with different names or disable 5GHz if not required. The standard WiFi antenna supports 2GHz connections and the large waterproof antenna supports both 2GHz and 5GHz.
Power supply / antenna issue
If your digiGate loses WiFi intermittently where a reboot brings it back online, this will most likely be a signal strength issue. If signal is strong, please check the power supply voltage (if using a transformer). This should be outputting between 5.1v and 5.2v. Should the issue remain, the antenna could be the cause. digiGate support can check device logs while the unit is online to verify the source of the issue.
Other Possible Connectivity Causes
Firewall
digiGate uses port 8080 to access our server, please unblock this to allow traffic. The connection is an encrypted tunnel between the device and our server which the mobile app communicates through.
Router IP issues
Depending on how your network router is configured, each device is issued an IP address and a 'lease time' which is how long the IP is assigned to the device for before being released for another device to assign to. For digiGate, we recommend allocating a fixed IP to the unit based on its MAC address or setting an infinite lease time. This can fix disconnects where the system is not able to pick up an IP address again.
Router Channel Issues
Auto-channel can interfere with WiFi if the channel keeps changing mid-connection with digiGate. Try disabling this if available on your router.
IPV6 issues
IPV6 can sometimes cause intermittency issues or stop the connection working entirely. Try disabling IPV6 on your router or contact us to disable it on your digiGate remotely. IPV6 is not required for digiGate to function.
Ethernet (RJ45, Cat5/6)
Cabled connections are far more reliable than WiFi and thus only a fundamental issue will cause disconnections. Please check the power supply is working correctly and Ethernet connection is working (check with a laptop or other device). Please also check port 8080 is unblocked on your firewall if one is in place.