Troubleshooting: Smoke Gateway

Here are the answers to common technical support questions about Smoke Gateway.


Where can I find instructions for setting up and using my Smoke Gateway with the ThermoWorks app?

ThermoWorks App

Notice: The ThermoWorks BBQ app has been replaced by the new, completely redesigned ThermoWorks app. (The icon has a yellow background.) 

Controlling your ThermoWorks connected thermometers is an elevated experience with the all-new ThermoWorks App and new ThermoWorks Cloud. The ThermoWorks App boasts powerful new features, a more intuitive interface, and more robust connectivity. Plus, now you can dive into your temperature data from any browser, explore and annotate graphs, and share everything with your team anytime, anywhere on the new ThermoWorks Cloud.

Learn more about the ThermoWorks app here.

Learn more about ThermoWorks Cloud here.

Download the new, free ThermoWorks app from either the iTunes App Store or the Google Play Store. Open the app on your smart device to begin.

Find instructions for setting up and using your Smoke Gateway in the ThermoWorks app Help File, found here.

Instructions for using ThermoWorks Cloud are found here.


How do I update my Smoke Gateway’s firmware?

Note: This process is for Smoke Gateways purchased prior to November 1, 2019. If you purchased a Smoke Gateway following that date, your unit includes the most recent version of the firmware.

If you are seeing both blue and purple LED flashes on your Smoke Gateway, it means that the firmware needs to be updated

Step 1: You must be connected to your Wi-Fi network.

You might already be connected from the last time you used Smoke Gateway. Follow the instructions below to verify.

How to test if Smoke Gateway is connected to Wi-Fi:

When you power the unit on, you will see two, quick blue LED flashes indicating that there is power. The next LED flash will tell you if Smoke Gateway is connected to Wi-Fi or not: if the next LED flash is blue, Smoke Gateway is connected to Wi-Fi – proceed to Step 2. If the next LED flash (after the double blue LED flash) is purple, Smoke Gateway is not connected to Wi-Fi.

If you are not connected to Wi-Fi, connect Smoke Gateway to Wi-Fi through the ThermoWorks app by selecting +Add Smoke Gateway from the Devices menu and follow the in-app instructions. The app will say ‘Setup Fail’, which is *normal (only during the firmware update process). After completing the setup, you can confirm that Smoke Gateway is connected to Wi-Fi by following the instructions above.

Step 2: Force the update

Now that Smoke Gateway is connected to Wi-Fi, power the unit on. Let the unit boot up for at least 15 seconds. Force the firmware update by pressing the power button three times with a short, half-second delay between button presses. You’ll know that it updated when the LED flashes blue every second for 5 flashes followed by no LED flashes for 15 seconds. If it doesn’t work the first time, don’t worry. Just try pressing the power button again 3 times with a slightly different time sequence between presses. You don’t need to turn the power off to retry the 3-button press sequence.

Once the update is completed, Smoke Gateway will return to normal function with a blue LED flash every 5 seconds.

*It is normal to get the Setup Fail message during the firmware update process. It is not normal to get the ‘Setup Fail’ message during the initial set up. If you need help, please contact our Tech Support team.

Note to iPhone/iPad users: iOS13 + includes a new permission requirement for all apps. Go to General Settings> ThermoWorks and verify that Location is set to either While Using or Always.

Also, if your iPhone is not allowing you to enter your network’s (SSID) password because the password field is greyed out, try tapping on either the the left-edge of the password field or double-tap on the very left-edge of the form. (The SSID is the network’s name.)

If you need any help during this process, please call our Tech Support team at 800-393-6434.


 

Where can I download a PDF of Smoke Gateway’s instructions?

You may download Smoke Gateway Operating Instructions here.


 

May I download the ThermoWorks app from iTunes and use it on my Mac?

The ThermoWorks app works with iPhone, iPad, and Android mobile devices. It will not work on a Mac desktop or laptop. However, you can log into ThermoWorks Cloud with a browser and see everything that is happening with your cook and view your saved sessions’ archives. Instructions for using ThermoWorks Cloud are found here.


What is the proper placement of Smoke Gateway to get the best broadcast? Do I keep it right next to the Smoke thermometer?

Smoke Gateway will pick up both the RF signal from your Smoke and the Wi-Fi signal from your router. You will want to place Smoke Gateway somewhere in the middle where these ranges overlap.

If you discover that your Wi-Fi router’s signal reception in the spot where you need to place your Gateway is not strong enough to allow for a consistent connection, a Wi-Fi booster may help, depending on the booster. If you choose to use a Wi-Fi booster, turn it off during set up. You may use it after set up is completed.

Read more about Transmission Distance Specifications here.


 

I have two Smoke thermometers. I am planning to purchase a second Smoke Gateway and I am wondering if I can run both on one app.

Yes, you may. The ThermoWorks app allows you to track multiple Smoke thermometers in the same interface.


 

May I use other USB charging units with Smoke Gateway or should I only use the included charger?

As long as the charger’s specifications are the same as the charger included with your Gateway, you may use it. For example, you may successfully use an iPhone charger to charge your Gateway. We recommend that you avoid using any of the 2 amp or “fast” chargers that come with tablets.


 

Which security password type do I need to use when connecting the app on my mobile device to Smoke Gateway?

Smoke Gateway supports WPA/WPA2 and open networks (no password required). WPA2 is the most current security protocol, having replaced WPA. Smoke Gateway does not support WEP due to the many security weaknesses discovered in 2001 and confirmed by the FBI in 2005.


 

The ThermoWorks app has disconnected from my Wi-Fi network and can’t reconnect. What can I check?

  • Make sure that your network password is 39 characters or less.
  • Double-check how you are typing the password in, as the password login is case sensitive.
  • Make sure you type the password in manually, rather than using copy/paste or auto-fill , as sometimes, auto-filled or pasted passwords include an extra space at the beginning or end.

If you continue to have problems, please contact our Tech Support team. They are very happy to help.


 

I mistakenly set up Smoke Gateway on my 5GHz network. Now I cannot seem to change it back to my 2.4GHz network. What do I do?

Here are two different methods to correct this issue:

  1. If you connect your phone to the 2.4GHz network prior to the setup process, the default network in the app will be the 2.4GHz network.
  2. Go through the setup process again, making sure to select the correct 2.4GHz network name. If not displayed, simply type in the correct network name.

Wi-Fi Connection Troubleshooting

1. Make sure you are entering network’s login and password correctly. Do not copy and paste the information into the login form as extra spaces may occur at the beginning or end if you do.

2. Make sure you have downloaded and installed the latest version of the ThermoWorks app.

3. Make sure that you have a Wi-Fi or Internet connection on your phone or tablet.

4. Make sure that location services are enabled on your phone or tablet and that the ThermoWorks app is authorized to use location services. (You will find location services in your phone or tablet’s settings.)

5. Make sure you are connecting to a 2.4 GHz (not 5 GHz) network. Because a 2.4 GHz network has a longer range than a 5 GHz network does, a 2.4 GHz frequency network is not as negatively affected by the number of walls, floors, and other objects between the router and the device as a 5 GHz network would be. This makes a 2.4 GHz network the best option whenever a device (such as Smoke GAteway which will most often be used outside) cannot be placed close to a Wi-Fi router.

6. Try connecting your phone to your 2.4 GHz network prior to setting up Smoke Gateway’s connection in the ThermoWorks app.

7. Try taking your Smoke Gateway outside before setting up its Wi-Fi connection where the 5 GHz network will be weaker and the 2.4 GHz network will be stronger.

Another solution is to give the networks different names so your phone or tablet won’t mix the them up. (Example: mynetwork24 and mynetwork5)

8. Make sure you are not using a VPN (Virtual Private Network).

9. Try restarting both your Smoke Gateway and phone or tablet.

10. Try disconnecting and reconnecting your phone or tablet to your network. Afterwards, begin the Smoke Gateway set up process again.

11. Try disabling your phone’s cellular data during the setup process. You can turn it back on once Smoke Gateway has been set up.

12. A Wi-Fi connection strength test you can easily try is to take your phone next to Smoke Gateway and disconnect it from its cellular data signal. Then, see if your phone can connect to your local Wi-Fi 2.4GHz network correctly. If your phone has difficulties connecting (or staying connected), you will know that your local Wi-Fi network’s 2.4GHZ signal isn’t strong in that area. Try moving Smoke Gateway to a different spot. You may also consider using a Wi-Fi booster to increase your network’s Wi-Fi range.

13. Some people have issues connecting to a mesh network when there are multiple router devices in a mesh topology. To get your Smoke Gateway connected, try unplugging all the routers except one. With only one router to communicate with, Smoke Gateway should be able to connect to the 2.4 GHz portion of your network. Also with only one router online, the “walk far away” method is more effective because you don’t have to leave the 5 GHz range of multiple devices. Once the Smoke Gateway is connected, you can turn your other routers back on.

14. Try connecting Smoke Gateway to another network (such as a friend’s or at work) to determine if the issue is Smoke Gateway or possibly, your network’s. If you determine that Smoke Gateway cannot connect to any network, please let our Tech Support team know. Your Signals has a 2-year warranty and we are happy to help.

15. Check your router’s manufacturer’s website to see if there is a firmware update for your router. If there is, install the firmware update, reconnect your phone or tablet to your network, and then, begin the Smoke Gateway setup process again.

Please remember that it can take up to a minute for the probe’s temperature readings to update and appear in the ThermoWorks app after the Wi-Fi connection is established. 


I just bought a Smoke Gateway and am trying connect it to my wireless network. It always stalls and shows a purple light every 5 seconds. What do I do?

The purple light means that it is not connecting to your network. It could be that the network name or the password is incorrect. It could also be that the network you are trying to connect to is a 5GHz network, rather than a 2.4GHz network.


 

Can I use Smoke Gateway (Wi-Fi Bridge) with the wireless Smoke Receiver at the same time?

Yes, you can. Both Smoke Gateway and Smoke Receiver pick up the same radio signal from the Smoke base unit. They do not interfere with each other.


 

I have two questions:

1. It seems like Smoke Gateway sends a reading about once a minute.  Is this correct?

2. Is there any place to store notes on the graphs in the app?  I’m trying to get better at predicting how long it takes to smoke different meats (and sizes) and it would be helpful to remember what I was doing with each saved graph.

You are correct that the app sends a reading every minute. This frequency of reading, which is not adjustable, was chosen to give you the most frequent data while still maximizing battery life.

You may add notes to the graph in both the ThermoWorks app and ThermoWorks Cloud. Make sure you begin a session prior to starting the cook and save the session once it is over to save the notes. Directions can be found here:

ThermoWorks App Help File

ThermoWorks Cloud Help File


 

May I connect Smoke Gateway to a public WiFi network?

Smoke Gateway will work on open 2.4GHz Wi-Fi networks that do not require any special logins.

Unfortunately, Smoke Gateway won’t work on open public Wi-Fi networks that require verification, logins, or term agreements, because they are not truly open. When Smoke Gateway tries to connect to an open Wi-Fi network that requires this sort of information, it is not able to provide this information, so the connection is denied.


 

I recently purchased an Apple Watch.  Any plans to create an app for the watch?

While we do not have any plans to develop an app for the Apple Watch, you can receive notifications on your watch from ThermoWorks app. The steps to enable the notifications vary, depending on your specific phone and watch manufacturer.


 

Smoke Gateway Warranty Terms

Your Smoke Gateway has a 2-year warranty. You can read more about the warranty terms here.


Need more help?

If you have any additional questions or concerns, please contact our Tech Support team by calling 1-800-393-6434 or by emailing techsupport@thermoworks.com.

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