HME Gateway Troubleshooting

HME Gateway – Offline / Not Transmitting to GreaseCloud

Scope: This guide diagnoses a fault in the GreaseBoss HME Gateway or its connection to GreaseCloud — not a fault in the machine it’s fitted to. If the asset is intentionally shut down, in storage, or undergoing maintenance, the Gateway losing power is expected and not a product issue.

For background on how the Gateway connects to GreaseCloud — architecture, backhaul options, Global SIM — see HME Gateway – Information and Data Communications Architecture Options.

DIAGNOSTIC STEPS

Step 1 — Confirm it’s actually the Gateway

In GreaseCloud: Dashboards > Health > Gateways. Or: Dashboards > Assets > select the asset > Gateway panel, bottom-left of the Overview tab — scoped to just this asset’s Gateway. Find this Gateway’s serial number.

Connectivity = Offline → Gateway-level issue confirmed. Note the Last Activity time, then continue to Step 2 — even if Endpoints on this asset still look fine (see note below).
Connectivity = Online, but Endpoint(s) on the asset still show offline → not a Gateway issue. Use Endpoints Status "Offline" in GreaseCloud instead.
If a Pump Monitor Wire Harness is fitted, the Health > Gateways row also shows a Grease Pump Connectivity column (Enabled/Disabled) — this is separate from the Gateway’s own connectivity and doesn’t indicate a fault by itself.

Note: Endpoints can sync via a different asset’s Gateway, so Gateway and Endpoint status don’t confirm each other. Fix an Offline Gateway regardless — it still means lost redundancy and (if fitted) lost Pump Monitor data.

Step 2 — Confirm the asset is operating

Asset shut down / parked / in maintenance → expected, not a fault. No action needed; Gateway reconnects once powered on.
Asset operating → continue to Step 3.

Step 3 — Confirm Gateway power

Check the PWR LED (lit = 12V power present).
Lit → Step 4.
Not lit:
- Confirm power source to the Gateway is live (ignition/accessory circuit).
- Check the 12V Deutsch plug is fully seated.
- If a Pump Monitor Wire Harness is fitted: check its junction box Power LED (red = power present) and Pump LED (green = pump active), and the harness connections to the Grease Pump Controller and its power source (ignition, 24V UPS, or another on-asset supply, depending on the install).
- Power confirmed present, still no PWR LED → Gateway hardware fault. Go to “Still Not Working.”

Step 4 — Confirm the backhaul

4G/LTE SIM (Global SIM): confirm the deployment country is covered — 1global.com/enterprise/coverage. Not covered → arrange a customer-supplied local SIM instead; no amount of antenna/signal checking will fix this.
4G/LTE SIM (public carrier — covered Global SIM, or customer-supplied): check LTE antenna connection; check signal at the install location (a mobile phone call test on the same network is a reasonable proxy); confirm SIM data plan is active.
Private site LTE, Wi-Fi, Site Network (VPN), or Private Cloud: confirm with site IT/OT that nothing’s changed — network path, firewall rules, VPN status. Note: a phone call test doesn’t work as a signal proxy on a private LTE network. See Common Questions from IT Departments.

Step 5 — Confirm resolution

Recheck Dashboards > Health > Gateways (or Dashboards > Assets > [asset] > Gateway panel) for this serial number: Connectivity should show Online, with a recent Last Activity time.
For the exact sync history, click the serial number to open the Timeline — orange dots (Device Info Events) are Gateway-to-cloud sync events; if a Pump Monitor Wire Harness is fitted, green dots (Grease Pump Events) show pump activity separately. Hover a dot for its date and time.
Online with recent activity → resolved.
Still Offline after 10–20 min → go to “Still Not Working.”

SYMPTOM / LIKELY CAUSE / SUGGESTED ACTION

Symptom	Likely Cause	Suggested Action
Gateway shows Online in Dashboards > Health, but an Endpoint is offline	Individual Endpoint issue, not a Gateway fault	Use Endpoints Status "Offline" in GreaseCloud
Gateway shows Offline in Dashboards > Health, but its Endpoints still look fine	Endpoints are likely relaying via a different, nearby Gateway (Endpoints aren’t locked to one Gateway)	Still fix this Gateway — lost redundancy and, if fitted, lost Pump Monitor data. Continue from Step 2 regardless of Endpoint status
PWR LED off, asset is powered on	No power reaching Gateway; loose Deutsch plug; harness fault	Check power source, Deutsch plug, and (if fitted) Pump Monitor Wire Harness junction box Power LED
PWR LED on, but Gateway still Offline in Dashboards > Health	Backhaul issue (weak/no SIM signal, expired data plan, site network/VPN/firewall change)	Check LTE antenna and signal strength, or confirm with site IT/OT that network path hasn’t changed
Gateway in a country with no covered carrier for the Global SIM	Global SIM has no local network to roam onto in that country	Check 1global.com/enterprise/coverage; if not covered, arrange a customer-supplied local SIM instead
Power confirmed OK, still Offline, site uses a private LTE network	Private network issue, not a public signal issue	Confirm with site IT/OT — a phone call test doesn’t apply here
Everything checks out physically, still Offline after 20 min	GreaseCloud data processing delay, or fault not yet isolated	Recheck Dashboards > Health > Gateways once more before escalating
Asset intentionally shut down	Expected — not a fault	No action needed; Gateway reconnects once asset is powered on

STILL NOT WORKING

Contact GreaseBoss Support with:

Asset name
Gateway serial number
Backhaul type in use (4G/LTE SIM — Global SIM or customer-supplied, private site LTE, Wi-Fi, VPN, Private Cloud) and deployment country
Description of what’s been checked so far
Screenshot of the Gateway’s row in Dashboards > Health > Gateways (or the asset’s Gateway panel), and/or its Timeline
Photo of the Gateway and LTE antenna, and (if fitted) Pump Monitor Wire Harness junction box, if possible

Email: support@greaseboss.com.au