This alarm means that the communication between the gateway and the Priva Cloud is lost. For the Edge Gateway, this is indicated with the status ‘offline’ in Installation & Maintenance. The alarm does not concern the communication between the gateway and the Priva network. Note that the communication loss does not always have an unintended cause (e.g., software installation).
Note that this alarm can occur for all gateway types: Edge Gateways and its predecessors Cloud Connectors (Building Automation) and Gateways V2 / V3 (Horticulture). The type of gateway the alarm applies to depends on which type is installed at the site.
The below table shows possible causes and solutions for the Edge Gateway.
| Cause | Solution |
| The gateway is rebooting. | You can see in Installation & Maintenance if the gateway is indeed performing a soft reboot. Wait until the gateway is back online. This can take up to 10 minutes. More info |
| The gateway is installing software. | You can see in Installation & Maintenance if the gateway is indeed installing software. Wait until the gateway is back online. This usually takes 10 minutes to 1 hour. The time it takes depends on the size of the package being installed and the speed of the Internet connection. |
| The gateway needs maintenance. | Update the gateway in Installation & Maintenance if there is a software update available and make sure the gateway configuration is fully completed using the installation sheet. |
| The gateway is turned off. | Make sure a power supply is provided. Turn the gateway back on by pushing the on/off button on the gateway. |
| The Internet connection to the gateway is dropped. | Solve the Internet connection loss. |
| There is a glitch in the Internet cable or in the power supply cable. | Replace the cable. |
| The LAN ports are wrongly configured. | Check the configuration using the instructions in the installation sheet. |
| There has been a change in the Priva network (e.g., IP address of the controller). | Ask the engineer what has been changed and reconfigure the LAN ports using the installation sheet. |
| There is a general gateway communication incident. | If there is an incident, you will be informed about it. |
| Unknown | If the cause is unknown, try the following:
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If the above solutions don’t solve the problem, please contact Priva.
Data loss?
In the majority of cases, your data will not be lost for the time the gateway lost communication with the Internet. There will be temporarily no live data, but once the gateway is back online, all your data will be available again.
Only if the gateway had not only lost communication with the Internet, but was also temporarily powered off (during installation, rebooting, or if the cause was very serious) the gateway did not receive logged data from the controller, resulting in a gap in your data.