Motorization Gateway Help Tips

Basic trouble shooting

After entering the Wi-Fi network password in the app during setup, I receive an error that either the phone has lost connection to the Gateway or that the Password is incorrect
During initial setup of the Gateway to Wi-Fi, you need to have your phone that is setting up the Gateway, close to the Gateway (no farther than 5 feet). Thi...
Mon, 26 Jul, 2021 at 12:20 PM
After my Gateway has been setup to Wi-Fi, while loading the account page, the app is stuck on loading or the account page does not show up or the app is not moving to the account creation step
The app and mobile device need to have access to the internet to load the account creation steps, or to complete setup and load the account page. Some phone...
Mon, 26 Jul, 2021 at 12:53 PM
At the account screen, my Gateway is stuck on “updating”
Periodically, updates are sent out to Gateways that can include various improvements. Also, when a Gateway is first setup, it will automatically update to t...
Mon, 26 Jul, 2021 at 12:56 PM
How do I transfer my shades to the Gateway?
If your shades are Bluetooth integrated, then you can transfer the shades within the Motorization App by following these steps. Note: To identify if your ...
Fri, 5 Jan, 2024 at 1:55 PM
I am getting an error in the app, “The inclusion process has stopped” or “The exclusion process has stopped”
For inclusion: if receiving this error the inclusion process on the gateway has either timed out, the device is already networked to the gateway or another ...
Mon, 26 Jul, 2021 at 1:42 PM
I am getting an error, “this Gateway already belongs to an account” when trying to set it up.
The Gateway, once attached to an account cannot be added to another, unless first removed from the account it was originally set up on Note: Factory res...
Mon, 26 Jul, 2021 at 1:15 PM
I am not receiving the Validation Email
The validation email should be received within about 3 min. Typically it is right away or within a min. depending on the speed of the internet. The validati...
Mon, 26 Jul, 2021 at 12:07 PM
I do not remember what my account Username is
At the log-in screen, there is an option to select ‘forgot username’. When clicked, you will enter the email address used to create the account. An email wi...
Mon, 26 Jul, 2021 at 1:03 PM
My app is stuck on “Saving data to the cloud” please wait
First, wait. If you have waited up to 5 minutes, and this remains, check that the Gateway LED is OFF. If the Gateway LED is OFF, fully close and re-open the...
Mon, 26 Jul, 2021 at 2:40 PM
My Gateway firmware is not showing, or showing the incorrect version in the app
If when checking the Gateways firmware in the app (MENU>GATEWAY SETTINGS>HELP) the firmware shows blank, or an incorrect version, power cycle the Gate...
Mon, 26 Jul, 2021 at 1:09 PM