digiGate Network Help

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 try the options below to fix this issue.

Firstly, please check the digiGate power supply is functioning correctly and WiFi antenna (if used) is inserted properly and not damaged. Please note all WiFi antennas are tested before dispatch.
Secondly, should the above checks pass, determine if your digiGate system is connecting to the network via WiFi or a cabled Ethernet (RJ45) connection.

WiFi
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.
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.

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.

 

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.

 

Ethernet (RJ45)
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). 

 

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.