Troubleshooting

    TTLock gateway shows offline

    Last updated

    The fix

    Unplug the gateway for 10 seconds and plug it back in. If it stays offline after two minutes, confirm your router is broadcasting a 2.4GHz network — most TTLock gateways cannot join 5GHz-only Wi-Fi — and that the gateway sits within Bluetooth range of the lock, usually under 15 metres with no thick walls between them.

    Remote unlock, scheduled passcodes and the access log all depend on the gateway staying connected, so it's worth fixing before anything else.

    Why it happens

    The gateway is a bridge: it talks to the lock over Bluetooth and to the internet over Wi-Fi. Either side can fail independently, and the app just reports "offline" without telling you which one.

    • Router rebooted, changed its Wi-Fi password, or moved to a 5GHz-only band.
    • Gateway is out of Bluetooth range or blocked by a metal door or thick wall.
    • Router's DHCP lease expired and reassigned the gateway a new address it didn't handle well.
    • Power adapter or outlet failure — the gateway has no battery backup.

    Step-by-step fix

    1. 1

      Power-cycle the gateway

      Unplug it, wait 10 seconds, plug it back in. Wait a full two minutes for its LED to settle — most gateways show solid or blinking blue when connected.
    2. 2

      Confirm the Wi-Fi band is 2.4GHz

      Open your router's app or admin page and check the network the gateway joined. If your router only shows one combined SSID, temporarily split it into separate 2.4GHz and 5GHz names during setup.
    3. 3

      Move the gateway closer to the lock

      Relocate it to the same room as the lock, or at least the same side of the wall. Avoid placing it inside a metal cabinet or behind a mirror.
    4. 4

      Re-enter the Wi-Fi password

      In the app, open the gateway's settings and re-run Wi-Fi setup, especially if you recently changed your router password.
    5. 5

      Restart your router

      Power-cycle the router itself, then power-cycle the gateway again once the router is back online.
    6. 6

      Check for router-side blocking

      Some routers isolate IoT devices or block them after inactivity. Disable client isolation and any MAC address filtering for the gateway.

    If that didn't work

    Bluetooth still works even when the gateway is offline — you can unlock in person the whole time. If the gateway shows a solid Wi-Fi connection but the lock still won't sync through it, remove the gateway from the app and re-add it as new; this resets its pairing with the lock without touching the lock's passcodes or eKeys.

    If it's a hardware fault (no LED at all after a fresh power source), contact the lock or gateway manufacturer for a warranty replacement, or email support@smartlukko.com for help diagnosing which side has failed.

    Frequently asked questions

    Can I still unlock my door if the gateway is offline?
    Yes. Bluetooth unlock from the app, plus the keypad, IC cards and fingerprints, all work independently of the gateway. Only remote unlock and live sync are affected.
    Why won't my gateway join 5GHz Wi-Fi?
    Most TTLock gateway models only support 2.4GHz radios. If your router broadcasts a single combined SSID, split it into separate bands during setup.
    How far can the gateway be from the lock?
    Typically up to 15 metres in open air, less through walls or metal doors. Keep it in the same room as the lock where possible.
    Does resetting the gateway delete my passcodes?
    No. Removing and re-adding the gateway only resets its own pairing; passcodes and eKeys live on the lock and account, not the gateway.

    Related feature: Access log · Deeper dive: TTLock gateway offline: full guide