Customer FAQs Discover answers to the most frequently asked questions from ADT customers. 1. What is an ADT Pulse gateway and what do I do if it is offline? The ADT Pulse gateway is an electronic device that links the security panel and your ADT Pulse lifestyle devices (light switches, door locks, thermostats, cameras, etc.) to your broadband router / modem so the information can be transmitted and received over the Internet. This enables you to remotely check and make changes to the status of your security system and ADT Pulse devices, or to view video via the online portal or smartphone app. Watch this helpful video and learn how to reset your gateway. 2. How do I troubleshoot the "Status Unavailable" message? The video gateway controls your wireless connections. If you get the "Status Unavailable" message, it means that the wireless devices are not communicating with each other. If you try to log into Pulse and receive the error "Status Unavailable", you may also notice a grey circle in the top right corner. This is an indication that the system is offline and unable to connect to ADT. Follow these steps below to get your system up and running again. 1. Check to make sure that you have an Internet connection and can navigate to your favorite sites. If you can't access the Internet, please contact your Internet provider. If you are using your mobile device, ensure that it is connected to a working Wi-Fi network. 2. Check the gateway to make sure it is receiving power. The power cord should be securely connected to the back of the gateway and plugged into an outlet. Confirm the outlet is receiving power. You should see the LEDs lit on the front panel. 3. Check the Ethernet cable. Make sure it is securely connected to the “Broadband” port on the back of the gateway and an available port on your Internet router. Make sure that the Ethernet LEDs are on (green/amber lights). 4. If you have another cable available, plug it in to verify the cable isn’t damaged. If you have a Power Line Adaptor installed (aka Nano), check both power line devices. Make sure the cable is securely plugged into an outlet. This cable should not be plugged into power strips, extension cords, surge protectors, or GFI outlets. If the LEDs are lit, power cycle these devices. After following each of these steps, the issue should be resolved. If not, please Contact ADT for further assistance. 3. How do I view my gateway system details? To find your gateway system details, follow these steps: 1. Log into the Pulse Portal2. Click on System Tab. 3. Select Gateway Device to scroll through various system details such as; Model number, Serial Number, Status, Hardware Version, Updates, etc.