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FranklinWH•Unknown

Analysis by Marcus & Team

FranklinWH Gateway Offline: Troubleshooting Guide

Troubleshooting steps for a FranklinWH gateway showing offline status despite active internet. Focus on app, network, and firmware issues.

Frequently Asked Questions

•What is the gateway's IP address?

Check the FranklinWH app or the gateway's diagnostic menu (if available).

•Is the gateway connected via Wi-Fi or Ethernet?

This information should be visible in the gateway's network settings within the FranklinWH app.

•What is the current firmware version of the gateway?

The firmware version can be found in the device information section of the FranklinWH app.

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Marcus leads the technical research department at Storage Faults. Together with a team of systems analysts, he specializes in translating complex solar storage error codes into actionable diagnostic steps for the US market.

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Critical Safety Precautions:

Ensure that any changes to network configurations are performed by authorized personnel. Incorrect network settings can compromise data security. Always use strong, unique passwords for your Wi-Fi network and FranklinWH app account. Protect access to the gateway's configuration interface to prevent unauthorized access and modification.

Why This Happens:

Incorrect Wi-Fi password or SSID configuration.
DHCP server not assigning an IP address to the gateway.
Firewall blocking the gateway's access to the internet (ports 80, 443, 8883).
DNS server resolution failure.
Outdated gateway firmware causing incompatibility with the cloud service.
Cloud service outage on FranklinWH's end.

Step-by-Step Fix:

1

Verify the internet connection is stable by testing with other devices on the same network.
2

Restart the FranklinWH gateway by cycling its AC power (breaker OFF for 30 seconds, then ON).
3

Within the FranklinWH app, check the gateway's network settings (Wi-Fi SSID, password, IP address) and ensure they are correct. If using a static IP, confirm the settings are valid.
4

Force-close and reopen the FranklinWH app on your mobile device. Ensure the app is updated to the latest version.
5

Check for available firmware updates for the gateway within the FranklinWH app settings. Install any pending updates.
6

If using a cellular backup connection, verify the cellular signal strength and data plan are active.
7

Contact FranklinWH support to confirm there are no known outages affecting gateway connectivity.

Pro Tip:

Some FranklinWH gateways have a hidden diagnostic menu accessible via a specific key combination on the physical unit (check the product manual). This menu may display detailed network status information, including IP address, DNS server, and connection status. Use this information when contacting FranklinWH support for faster troubleshooting.

Symptoms:

The FranklinWH monitoring application displays a 'Gateway Offline' status while the residential internet connection is confirmed to be active and functioning normally for other devices.

How It Works:

The FranklinWH gateway relies on a stable network connection (Wi-Fi or Ethernet) to transmit system data (voltage, current, SOC, SOH) to the cloud. The gateway uses Modbus TCP/IP or similar protocol for internal communication and a secure API for cloud synchronization. Firmware updates are delivered OTA. Loss of connectivity disrupts data logging and remote monitoring capabilities. A persistent 'Gateway Offline' status suggests a problem in the gateway's network configuration, firmware, or cloud connection.

Maintenance Tips:

Schedule regular firmware updates for the gateway via the FranklinWH app to maintain compatibility and security.
Periodically check the gateway's network settings in the app to ensure they remain accurate.
Monitor the FranklinWH app for any error messages or warnings related to connectivity.
Ensure the home network's Wi-Fi password is not changed without updating it in the gateway's configuration.