This guide helps support agents and technicians troubleshoot Gateway issues based on the LED status.
Pro Tip: It typically takes a few seconds for the status LED to update. If no special conditions (scan, update) are active, a breathing light blue LED is the standard idle state.
Before you start
Before troubleshooting technical details, please verify the setup to ensure we are solving the right problem.
Clarify Expectations: Does the customer's intended use case match the product functionality?
Check the Setup: How is the network configured? Are there firewalls, switches, or specific restrictions in place?
Verify Context: Did the customer provide enough info? (e.g., "It doesn't work" vs. "LED is flashing red").
Normal Operation States (No Action Required)
If the gridBox shows these patterns, the hardware and connection are working correctly.
🔵 Breathing Light Blue / 🟢 Solid Green (v6 and newer)
Diagnosis: Normal operating state.
Meaning: Gateway is powered on + Internet connection established.
Action: None. You can proceed with commissioning.
🟢 Breathing Green
Diagnosis: Maintenance Mode.
Meaning: A scan or software update is running.
Action: Wait. This usually finishes within 30 minutes.
Error States (Troubleshooting Required)
Identify the error pattern below to find the corresponding solution.
🔴 Solid Red
Diagnosis: Software Failure.
Action: Please contact the gridX Customer Support.
🔴 Breathing Red (Older gridBoxes only - pre v6)
Diagnosis: Not Commissioned.
Action: Proceed with the commissioning process via the wizard.
🔴 Flashing Red (1x) - Physical Connection
Ethernet LEDs: Not lit. Problem: Physical Ethernet connection issue between gateway and router.
Possible Solutions:
Check Cable: Ensure the Ethernet cable is clicked in properly at both ends.
Swap Cable: Replace with a known working Ethernet cable.
Test Port: Connect another device (e.g., Laptop) to the same router port to rule out a defective router port.
Support: If the pattern persists despite a new cable/port, the gridBox Ethernet port may be defective.
🔴 Flashing Red (2x) - IP / Router
Ethernet LEDs: Lit. Problem: No IP address assigned (Router/DHCP issue).
Possible Solutions:
Direct Connection: Remove any switches and connect the gridBox directly to the router.
Reboot: Restart the router to refresh the DHCP table.
Check DHCP: Ensure DHCP is enabled in the router settings.
🔴 Flashing Red (3x) - Backend / Internet
Ethernet LEDs: Lit. Problem: Connection to gridX Backend blocked or Internet down.
Possible Solutions:
Check Firewall: Ensure TCP port 443 (outgoing) is allowed.
Check Internet: Does the router itself have internet access? Can other devices on the same network open a website?
ISP: If no device has internet, contact the Internet Service Provider.
⚫ Not Lit (LED Off)
Problem: Gateway receives no power.
Possible Solutions:
Check Connections: Reseat the power cable on both the gridBox and the wall socket.
Swap Socket: Try a different power outlet.
Support: If the device remains off, the power supply unit or the gateway is defective.