The SAL PIXIE gateway Gen1 (SGW/BT) uses WiFi to connect to your WiFi network, which then allows your PIXIE home to be controlled via voice assistants and from anywhere in the world where users have internet access.
The Gen3 PIXIE Gateway (SGW3/BTAM) can use either 2.4GHz WiFi or use an Ethernet connection plugged directly into the RJ45 LAN port on the device, which in turn is connected to your modem / router or network switch.
The SAL PIXIE Gateway (Generation1 – superseded in 2022) connects to WiFi using 2.4GHz band.
Right here – this is probably your issue. #
In many homes both 2.4 and 5GHz bandwidths are used for WiFi, and in most cases, this should not cause an issue with the SAL PIXIE Gateway connecting.
However, if the SSID (or network name) of both the 2.4GHz and 5GHz WiFi channels are the same, then the SAL PIXIE Gateway will have problems connecting.
There is an easy fix. #
- 1. Temporarily disable “band steering” or disable the 5GHz network. You will need access to to the modem or router – often the username and password can be found on the bottom of the device unless it has been changed by the home owner or installer.
- 2. Connect the SAL PIXIE Gateway to the 2.4GHz network
- 3. Re-enable band steering.
From that time on the SAL PIXIE Gateway will connect only to the 2.4Ghz channel.
At this time its recommended to make sure you PIXIE Gateways software is also up to date. Simply head to the Gateway Info page through settings and home management. At the bottom of the Gateway Info page , if there is an update available, you should see a notification here. I there is no notification you are up to date.
My gateway was working and now its not. #
Generation 1 gateways have 3 LED lights on the front and Generation 3 gateways have 4 LED Lights.
For correct operation you should always have 3 BLUE lights – If you are using a Gen3 Gateway you may also have a slowly pulsing blue light on one of your LED -s this is OK as long as you have 3 SOLID BLUE lights.
If any of your lights are red its likely you will see some interruption to operations that depend on either a connected network or internet connection – depending on which lights is red. However this will NOT stop PIXIE from operating in your home except for a few specific functions.
These include:
- – Voice control and cloud control integrations
- – Out of home control and monitoring
- – For Gen 1 Gateway owners – schedules
- – For Network connection issues in the home (not Wi-Fi issues) – Gen1 or Gen3 – PIXIE Touch Panel operation
Simple Steps First #
If you have not changed anything or your network or Wi-Fi setup and your gateway has a red light/s best to start with easy steps first
If you have changed something on your home network – then check your Wi-Fi names, passwords were not also changed – seems simple but happens more than you think..
- 1. Turn your PIXIE gateway off for 10 seconds, then power it back on – does it reconnect?
- 2. Turn your Modem / router off for 20 seconds, then power it back on – does the PIXIE gateway reconnect?
A little more advanced #
If this hasn’t got you up and running again there are some additional fixes to try that involve a few more steps, but are not very technically challenging either.
Remove and Re Add gateway into PIXIE home #
This step is performed using the PIXIE PLUS App.
Head to the home management section in the PIXIE PLUS App — Home page –> 3 little dots top right hand corner –> Settings –> Home Management –> Select your home name –> Gateway Info
Then select the 3 little dots again on the Gateway page and Choose the REMOVE option.
Your gateway will be removed from the app and the gateways itself will start to flash and change.
When you have 3 or 4 RED lights flashing in a consistent manner you can the Re-ADD the gateway back into the app
On that same page, you should now have + sign press this to start the Add gateway process and follow the on screen prompts and fill in the necessary credentials.
Remember you must connect to the 2.4Ghz Wi-Fi network and enter the password for that network.
Did this work? Can you now connect your gateway to WiFi?
Remove Wi-Fi devices from your network #
Many homes have a lot of Wi-Fi devices and unfortunately some in home modems / routers have limitations on the number of WiFI devices which can be connected concurrently.
Consequently these devices decide to kick-off some connected devices and / or refuse to allow other WiFi devices to re/connect.
We recommend you remove as many Wi-Fi devices as you do easily either by switching them off or disabling their WiFi capabilities – temporarily whilst you try and reconnect your PIXIE gateway.
Once you think you have them off and disconnected, try to reconnect the PIXIE Gateway over WiFi.
If this works then you may have to prioritise the PIXIE Gateway as part of your modem / router setup to stop this from continuing to happen. Depending on the network equipment you have in your home will depend on if and how this is done and you’ll ned to seek assistance from an I.T. professional.
The best way to solve this problem long term is to upgrade your mode or router to a more powerful device that allows more concurrent connections.
Software Tips: For the best operation always make sure the following software is up to date if experiencing issues.
- Update the PIXIE Apps to the latest version for your operating system.
- Update the Firmware in the PIXIE devices with the newest version of the PIXIE Apps.
- Update your mobile devices Operating System to the latest version.
1st gen Gateway connects. To WiFi network, but recently says no internet.
Router shows connection to gateway.
Also cannot find firmware update ability?
Was working all OK until last few days! Any suggestions would be appreciated!
Hi Robert sometimes the PIXIE gateway may get ‘booted’ from your network if you have too many devices connecting wirelessly to your network and your modem/ router has a low maximum number of concurrently connected devices.
One way to solve this is to go into your modem / router setting s and priortise the gateway to always be connected.
Its also important to remember that PIXIE gateway connects to 2.4ghz WiFi not 5ghz – so if any settings have been updated on your network you need to be sure there is a dedicated 2.4ghz network available for the gateway to connect to.
In this case there are a few other steps you can try.
1) Turn the device off, wait 10 seconds and turn it back on – does it auto connect and operate as expected?
2) If step 1 does not work, then you may have to go to home management and DELETE the Gateway using the PIXIE PLUS App- Remember this does not delete your PIXIE home just this gateway form the home.
Also reset the gateway hardware by pressing the reset button on the rear 9 times in about 3 seconds – quite fast.
Then in the PIXIE PLUS app, head back to home manage and add the gateway again – remembering you need to have a 2.4ghz network and the correct login credentials AND a modem router that is not already overladed with device connections.
G’day Simon, thanks so much for the prompt response!
I’ve actually done all the steps you listed, and ensured the gateway is on the 2.4ghz network.
It displays “connected” to the network in the plus app, but internet is Failed.
It was working a few days ago, and there has been no known changes to my network settings! It’s very odd!
I also can’t work out how to do a firmware check/update on it as when I follow the help it tells me to look in WiFi settings area, but this only shows the network details to allow to connect to a network?
Would this be because it’s not detecting internet connectivity?
Thank you once again for your reply!
Hi, I’m helping a friend with his pixie plus gateway – Gen3. It is connected via ethernet. The app connects to the gateway remotely (no wifi, no bluetooth activated on phone). After a while the connection no longer works – the app reports an error – Connection Failed.
We’ve tried all usual steps to resolve the issue – changed ethernet cable, changed ports, disabled firewall on router.
Please advise
We suggest you contact pixiesupport@sal.net.au – Without a lot more detail we cannot assist. As you’d expect we sell thousands of these which connect, without issue. Typically its related to a network setting on site and not the gateway. Of course in rare circumstances, faults do occur from our end and we want to be sure we can get your friend connected.