Devices & Agency · ASG Help
Troubleshoot an offline gateway device
Restore a connected Android device that has disappeared or stopped reporting online.
Before making production changes: exact screen names and platform behavior can change as GoHighLevel, Android, carriers, and the underlying messaging platform evolve. Test changes on a controlled deployment first.
Start at the phone
- Confirm it is powered on and unlocked enough for the app to operate.
- Confirm Wi-Fi/mobile data works.
- Confirm the carrier SIM is active.
- Open the gateway app and check connection state.
- Check battery/background restrictions.
Then check the account
Confirm the device has not been removed, renamed unexpectedly, or assigned to the wrong client/sub-account.
If it repeatedly drops
Record model, Android version, power setup, network type, and how long it stays online before contacting ASG.
Still not working? Contact ASG with the device name, carrier, GHL location, approximate timestamp, and the exact step that failed.