Gateway Can't Connect to the Cloud Server

Overview

If the Shipshape app shows "Gateway Can't Connect to the Cloud Server", your gateway is connected to the internet but cannot reach Shipshape's servers (the cloud).

This usually means a short-lived internet or routing problem, or a router or firewall setting that blocks the gateway's secure connection to Shipshape.

What this means at a glance:

• The gateway is connected to your network and the internet.
• It cannot reach Shipshape.
• Until it does, Shipshape receives no data from your home, so monitoring and alerts are paused.

Is the Gateway Brand New? Give It 15 Minutes

The first time a new gateway powers on, it may install a software update and download its connection settings for Shipshape. That can take up to 15 minutes. It cannot reach Shipshape until it is done, so don't unplug it while it updates. If it has been less than 15 minutes, wait before you try the steps below.

Step-by-Step Troubleshooting

Step 1: Restart the Gateway Once

A restart makes the gateway set up its network connection from scratch and connect to Shipshape again. It fixes most cases.

1. Unplug the gateway's power.
2. Wait 10 seconds.
3. Plug it back in.
4. Wait 5 minutes before checking the app.

Step 2: Check Where It's Plugged In

The gateway must plug into your router, the box that runs your Wi-Fi, using a regular LAN port.

• If you have a separate modem from your internet provider, plug the gateway into the router, never the modem.
• Avoid the port marked WAN or Internet.
• Mesh Wi-Fi (NETGEAR Orbi, eero, Google Nest Wifi and others): use a LAN port on the main unit, the one connected to the modem.

Gateway Won't Come Online During Installation explains how to tell a modem from a router.

Step 3: Make Sure That Port Has Internet

Unplug the gateway's Ethernet cable and plug it into a laptop. If the laptop gets internet over that cable, the network is fine. If it doesn't, try another LAN port or another cable, then plug the gateway back in and restart it (Step 1).

Step 4: Check Your Router's Security Settings

Some routers have firewall or security settings that block a new device, or block its connection to outside servers, without telling you. Look in the router's app or admin page for access control (block new devices), built-in security such as NETGEAR Armor, a new device waiting for approval (eero and other mesh systems), MAC address filtering, and parental controls. Gateway Won't Come Online During Installation lists where to find these on common routers.

After any change, restart the router, then restart the gateway (Step 1).

Step 5: Check for Network Restrictions

If the gateway is on a network someone else manages, such as an office, an apartment building or a campus network, or your internet provider restricts traffic, ask whoever runs the network to allow the gateway's connection to Shipshape. The details they need are in Pro Detail below.

Step 6: Call Shipshape Support Before Swapping the Gateway

If the gateway has internet, has been restarted and still cannot connect, contact Shipshape support. Don't swap the gateway yet. The cause may also be a setup problem with this gateway or your account on Shipshape's side.

Support can:

• Check the gateway's registration and status, and whether it has reached Shipshape
• Tell you if a setting on your network needs to change, and guide you through it

When to Contact Support

Contact support if the steps above did not fix it. Have this ready:

• The full gateway ID from its label, or at least the last 5 characters
• About when the problem started
• Whether the gateway has internet, for example whether a laptop got internet on the same cable
• Your router's make and model, and your internet provider
• What you have already tried

Pro Detail

What the Gateway Needs from Your Network

• An outgoing connection on TCP port 8883. The gateway sends its data to Shipshape over MQTT, encrypted with TLS, on this port.
• Working DNS, so the gateway can find Shipshape's servers by name.
• No interception of encrypted traffic. The gateway proves who it is with its own security certificate when it connects. A firewall that decrypts and inspects encrypted traffic (often called SSL or TLS inspection) breaks that connection.

Common Causes

• A temporary problem with your internet provider or its routing
• Short-lived network instability
• A DNS failure, or a failed secure connection handshake
• A firewall or router security rule
• Port restrictions on a managed network or by the internet provider
• A setup problem with the gateway or account on Shipshape's side, which support can check

Quick Reference