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 the gateway and app (Incomfort 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.

What do the indicators on the gateway mean?

Red gateways with red indicators have been available since 2014. Our black gateways with illuminated digits has 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): 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 the 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 the internet router (connected to the gateway) is ON.
  • Check whether the internet cable is working properly.
  • Check whether the 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 in the network. This is a server that assigns IP addresses on networks and the internet. Possible solutions:

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

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

  • The boiler is not connected, repeat the connection process.
  • If this fails, check whether the boiler is RF-compatible.
  • Do not place the gateway inside metal cabinets.
  • The RF signal is too weak, move the gateway closer to the boiler.
  • Move the 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 is at incomfort@intergasverwarming.nl or call us on +31 (0)524 512345.
How do I perform a factory reset on the 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.

If you can’t find an answer to your particular question, please use the form below or call us on +31 (0)524 512345.

Ask a question