Troubleshooting – Sigfox Gateway

Last update: 19/04/2022
Version:Sigfox Access Station Micro
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Is the Sigfox gateway not working? We have collected some guides and tips here to help you out.

Check Sigfox’s own article to help solve connection issues: Troubleshooting

Gateway is not working (own SIM card)

Are you using your own SIM card for the Sigfox gateway and have issues?

Check/change the APN settings
SIM card providers use different APN settings (Access Point Name). This means that your SIM-card settings might be different from the standard configuration. To learn how to configure the gateway, follow this guide:

Make sure the PIN code from the SIM card is removed
If you are using your own SIM card ensure that there is no PIN protection. The SIM PIN must be turned off for the gateway to use cellular data. If you do not know how to remove the SIM card PIN, follow the steps listed in the articles for Android and Apple.

Checklist
Have you tried all of the below things?

  • Have you configured the gateway to work with your SIM-card?
  • Have you ensured that the APN settings are correct or tried others from the same operator?
  • Have you removed the PIN-code from the SIM-card?
  • Have you ensured that your location has 4G/3G coverage with your operator?
  • Have you checked that the SIM-card has been paid?
  • Have you tried the SIM-card in another device?
  • Have you tried with another SIM-card (from same operator)?
  • Have you tried with another SIM-card (from other operator + reconfigured)?
  • Have you tried turning off the gateway, waiting 30 seconds, and turning it on again?

Still having problems? Contact your reseller for technical support.

Gateway is not working (network cable)

Are you using a network cable for the Sigfox gateway and have issues?

Open ports and update firewall rules
Sometimes the IT/security department at your company closes something called “communication ports”. Normally, they do this for security reasons, to avoid certain communications or information getting through the network. The problem is that the Sigfox gateway needs certain ports to be open in order to be able to connect to the internet and send information to the cloud.

Extracted from page 12 of Sigfox Access Station Micro Product Manual

If this is your case, you can ask the IT/Network/Security department to open the communication ports shown above. If they do it, this should solve the connection issue. If for any reason, it is not possible to open the ports, you could use a dongle with a SIM card instead. Read this article to learn how to configure the Gateway to work with your own SIM card.

Make sure you have turned the adapter the correct way
You must insert a network cable between the gateway and the adapter. If you insert the adapter directly into the gateway, then you have turned it the wrong way.

Tried with another network cable?
Sometimes the network cable is the issue. Try with another cable to ensure this is not the case.

Still have problems? Contact your reseller for technical support.

Gateway is not turning on (LED is off)

Is your gateway not showing any signs of life and the LED is off?

Make sure you have turned the adapter the correct way
You must insert a network cable between the gateway and the adapter. If you insert the adapter directly into the gateway, then you have turned it the wrong way.

Tried with another network cable?
Sometimes the network cable is the issue. Try with another cable to ensure this is not the case.

Still have problems? Contact us using the form below:

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