The problem

Your gateway occasionally goes offline, becomes unreachable, or you have to manually reconnect it.

Causes

This usually happens due to insufficient power or outdated firmware. Although the DSMR5 standard states that the smart meter provides enough power via the P1 port, this is not always the case in practice.

Solution: 3 steps

Step 1: Connect a USB power adapter (IMPORTANT!)

This is usually the cause of the dropouts.

Why?

• The P1 port of your smart meter provides enough power according to the standard, but in practice it’s not always sufficient.
• An external power supply provides stable and constant power.
• This prevents your gateway from unexpectedly shutting down.

How?

• Use a USB power adapter (for example, an old phone charger)
• Connect it to the USB port of your gateway

✅ Does the gateway work stably now? Then it was a power issue—you’re done.

Step 2: Check and install the latest firmware

Outdated firmware can also cause stability problems.

How?

• Open the Firmware Menu of your gateway (via the web interface or app)
• Check which version you currently have
• If a newer version is available, perform the update
• Wait until the update is complete (the gateway restarts automatically)

✅ Firmware updated and the gateway is stable? Perfect!

Step 3: Check whether the problem is solved

Let your setup run for at least 48 hours with external power and the latest firmware.

Does it still happen?

• Gateway still shuts down or is unreachable
• No improvement after steps 1 & 2

→ Go to: Read out the gateway logs and collect the logs. Send them together with your question to support.

Checklist

• USB power adapter connected to the micro-USB port
• Firmware checked and updated if necessary
• Still having problems? → Collect logs and contact support