Troubleshooting

Black gateways (2018 or later) have five illuminated digits. Red gateways (2014 or later) have five red indicators. These digits or indicators display the gateway’s status. If your gateway and app (Intouch or Comfort Touch) are working properly, then indicators 1 through 4 will be illuminated. Certain indicators will be on or off in the event of a connection problem. Below you’ll find an explanation and solution for various faults. Click the relevant issue to find an explanation. Please contact your installer to help rectify a fault if you can’t solve it on your own.

What do the indicators on the gateway mean?

Red gateways with red indicators have been available since 2014. Our black Intergas gateways with illuminated digits have been available since the beginning of 2018 and will be replacing red gateways. These digits or indicators display the gateway’s status. Indicators on both gateways mean the same thing:

  • Indicator 1 (PWR): Intergas gateway powered ON.
  • Indicator 2 (WAN): Connection between gateway and Intergas server established.
  • Indicator 3 (LAN): Connection between gateway and home network established.
  • Indicator 4 (RF): Connection between gateway and boiler established.
  • Indicator 5: Control.
What does it mean if only indicator 1 is illuminated?

If only indicator 1 is ON, then your gateway is powered ON, but there’s no connection to the internet or boiler.

Possible causes/solutions:

  • Check whether you have a working internet connection.
  • Check whether your internet router (connected to the gateway) is ON.
  • Check whether your internet cable is working properly.
  • Check whether your internet cable is inserted into the router properly.
What does it mean if indicators 1 and 3 are flashing?

If this is the case, then a DHCP server cannot be found on your network. This is a server that assigns IP addresses on networks and the internet. Possible solutions:

  • Turn on DHCP on your router.
  • Configure static network settings for your gateway (see below for instructions).
What does it mean if only the first three indicators are illuminated?

The gateway connects to your boiler via an RF signal. If only the first three indicators are illuminated, then something is wrong with this RF connection. Try moving your gateway away from any large, metal objects. Other causes/solutions:

  • Your boiler is not connected, repeat the connection process.
  • If this fails, check whether your boiler is RF-compatible.
  • Do not place your gateway inside metal cabinets.
  • The RF signal is too weak, move your gateway closer to your boiler.
  • Move your gateway away from large metal objects.
What does it mean if indicator 1 is flashing, indicator 2 is OFF, and indicators 3 and 4 are ON?

If this is the case, there is no response from the Intergas server. Possible causes/solutions:

  • Check whether you have a working internet connection.
  • The Intergas server is down for maintenance or offline. Try again later. If you’re still experiencing problems, please email us at intouch@intergasheating.co.uk or call us on +31 (0)524 512345.
How do I perform a factory reset on my gateway?

Warning: Performing a factory reset will wipe any network connection settings you may have entered manually.

  • Disconnect the power supply and wait 10 seconds before plugging it back in.
  • While the five indicators are still ON, disconnect the power supply again.
  • Factory settings will have been restored once indicator 1 turns OFF and the remaining four indicators remain ON.
  • Repeat steps 1 and 2, if required.