Wireless Gateway (WG4 Series) Troubleshooting

Click from the list below to navigate to that section of this guide for more information.

 

IMPORTANT:  For more detailed information specific to your model or if you do not see your issue listed below, please see your product’s manual on your Series support page.

To access your manual:

1. Visit Support.NightOwlSP.com and enter your Series (WG4) into the Search bar.

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2. From your product’s support page, scroll down and click on “Manual.”

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Troubleshooting:

  1. Gateway is Not Powering On
  2. Gateway Network Connection Issues
  3. Gateway / Channel Firmware Upgrade
  4. Individual Channels are not Recording
  5. Pairing an Add-On or Replacement Camera
  6. Status Lights
  7. Unable to Connect to Gateway from the App
  8. Contacting Technical Support

 

NOTE: If you are still experiencing an issue after troubleshooting, please click on Contact Us from your product’s support page to reach our Technical Support Team via Live Chat or Phone.

 

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1. Gateway is Not Powering On

 

If your gateway is not powering on, please try the steps below before contacting technical support. 

  1. Verify the provided Night Owl power supply is being used. 
  2. Ensure the power outlet the power supply is connected to works.
    1. To verify it's working, please connect any other device to the same power outlet. 
  3. It's possible the power supply is not working. Please use the provided USB cable and connect it to a laptop to verify if the gateway will power on.
    1. If the gateway's LED turns on, the issue may be in the power supply. 
    2. If the gateway's LED does not turn on, check the steps below.
  4. If that doesn’t work, use another USB cable to connect the gateway to the power supply and check if it powers on. 
    1. If the gateway's LED turns on, the issue may be with the USB cable. 
    2. If the gateway's LED does not turn on, the issue may be with the gateway.

 

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2. Gateway Network Connection Issues

 

If you are having an issue connecting your gateway to the Internet, please follow the troubleshooting measures below.

  1. Check the Internet Status Light. It should be green if connected.
    1. If the light isn’t green, power the gateway OFF and ON, wait for the booting process to complete and check the Internet Status Light again.
  2. Check to ensure the Ethernet cable is properly connected to the AP/Router/Modem. If you have another Ethernet cable, similar to the one provided, connect it to the gateway. Power cycle the gateway and check the Internet Status Light once the booting process is completed.
    1. If the gateway has an Internet connection, the issue may have been the Ethernet cable.
  3. Check that the AP/Router/Modem has a proper Internet connection.
    1. Connect your Smart Device to it and try to open any webpage. 
    2. Connect a device to the same Ethernet port, such as a laptop. Check for any warning about no Internet connectivity. If no warning is seen, try to connect to any webpage and check for an Internet connection
      NOTE: If your AP/Router/Modem has no Internet access, please contact your Internet Provider for assistance.
  4. If none of the steps above resolve the issue, please press the Reset button for 10 seconds to restore the Night Owl Gateway to its factory default settings. Wait for the booting process to end and then check the Internet Status Light. 

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3. Gateway / Channel Firmware Upgrade

 

You may be having an issue resulting from outdated firmware. Keeping your firmware updated is key for system health. Please try the steps below:

  1. The gateway will check its firmware when it powers up, on every weekend and when using the app. 
  2. Do not unplug the power from the gateway until the firmware update process is completed. If the gateway is unplugged during the upgrade process, this may cause it to stop functioning. 
  3. If a firmware upgrade is triggered from the app, verify there is a reliable Internet connection on the Smart Device. 
  4. Before initiating and completing the download process for a new firmware upgrade, please verify the gateway has a connection to the Internet by checking the Internet Status Light. 
  5. Once the gateway begins the upgrade process, it will lose connectivity from the app. 
  6. Depending on your Internet connection, the process may take up to 15 minutes to complete.
  7. If the process fails, please retry the upgrade process through the app or reboot the gateway.

 

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4. Individual Channels are not Recording

 

Please try the following:

  1. Ensure there is a microSD card inserted in the gateway.
  2. Check the status of the microSD card. If the microSD card is showing it’s formatted, move on to the next step. Otherwise, please format the microSD card. 
  3. Check the recording settings, within channel settings, and ensure it is set to Motion. 
  4. Make sure there is a connection between the gateway and the individual channels. 

 

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5. Pairing an Add-On or Replacement Camera

 

If you need assistance with this process, please view the following link. There, we detail the exact steps needed and even provide a short how-to video for visual customers!

 

Click Here

 

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6. Status Lights

 

Please view the image below for more information on your gateway’s status lights and the camera status lights.

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7. Unable to Connect to the Gateway from the App

 

If you are having an issue connecting to your gateway from the Night Owl Connect App, please view the steps below.

  1. Ensure the gateway is connected to a power source. If the gateway has power, check the Internet Status Light in one of the following states:
    1. Green Steady light – connected to the Internet
    2. Green Blinking light – not connected to the Internet
  2. Verify your Smart Device has a good Internet connection. 
  3. If the steps above do not work, please power cycle the gateway and check if you are able to connect through the app.
  4. If none of the steps above resolve the issue, please press the Reset button for 10 seconds to restore the Night Owl Gateway to its factory default settings. Wait for the booting process to end and then check the Internet Status Light.

 

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8. Contacting Technical Support

 

If you isolate the issue while performing the included troubleshooting measures, or if you cannot find out what is wrong, you may need to contact our technical support team. You have the option of choosing from Live Chat or Phone Support. To make initial contact:

  1. Go to your product’s support page on our support site.
  2. Scroll down to the bottom of the page and click on the blue “Help” button.

 

 

Thank you for choosing Night Owl Security!

 

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