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# How to troubleshoot welo Gateway setup and modem light patterns

# Sometimes, things don’t go as planned. Keep calm.

Let’s get your internet on.

### 1. Make sure the following two steps are complete

☑️ You received an email from us confirming your activation OR it has been at least 1 hour since the technician left after activating your home’s line (it can take about an hour for your WiFi to be activated after your technician leaves.)
☑️ Your modem and router are [connected correctly.](https://joinwelo.crisp.help/en-us/article/how-to-install-the-modem-and-router-qzo508/)

### 2. Check the lights on your modem.

###### **All top 4 lights are lit solid**

Your gateway is connected and is receiving a signal.

![](https://storage.crisp.chat/users/helpdesk/website/-/4/0/8/5/40859b4d4a832800/image_bvf4ss.png)

If your gateway’s light pattern **doesn’t match** the image above, there’s an issue, as it’s not receiving a signal. 

Here’s how to identify what’s happening based on your current light pattern:

###### **Downstream light flashing**

If the down arrow light (2) on the gateway is flashing, the gateway is no longer receiving a signal from the home’s main coaxial line. This is typically due to a localized internet outage.

###### **Upstream light flashing**

If the up arrow light (3) on the gateway is flashing, this typically indicates an issue with the line or signal to your home.

###### **Status light flashing**

If the status light (4) on the gateway is flashing, this typically indicates the gateway is trying to establish IP connectivity. If this is a brand new or replacement gateway, it may also be mis-provisioned.

###### **No lights on the gateway**

Check power cables, bypass the power bar or ensure it’s switched on. Try another device in the same power outlet to ensure that this outlet is working properly.

### 3. Reset your gateway

No matter the light pattern on your gateway, start with a factory reset when troubleshooting.
**How to perform a factory reset:**
* First, ensure all cables are properly connected between your equipment and a power outlet, and that the coaxial cable is screwed on tightly. 
* Then, factory reset the gateway by pushing in the small RESET pinhole on the back (directly below the ethernet ports) with a pin or sharp object for 30 seconds. 
* If you have a WiFi extender, reset that too by unplugging it from power for 60 seconds and then plugging it back in.
* Allow **10 minutes** for all your equipment to fully reboot.
If your internet still isn’t working after 10 minutes, reach out to\_\_ welo Support\_\_—our team is ready to help get you back online 24/7. 
 [You can do that here on the Support Hub.](#open-chat).