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 BBQ app?

Instructions are found in the app and in the ThermoWorks BBQ online help file, located here.


How do I update my Smoke Gateway’s firmware?

Note: This process is for Smoke Gateways purchased prior to August 7, 2018. If you purchased a Smoke Gateway following that date, your unit includes the most recent version of the firmware.

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 BBQ 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.

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 BBQ app from iTunes and use it on my Mac?

The ThermoWorks BBQ app works with iPhone, iPad, and Android mobile devices. It will not work on a Mac desktop or laptop.


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.


 

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 BBQ app allows you to track multiple Smoke thermometers in the same interface.


I’ve noticed that the ThermoWorks BBQ app seems to use the media sounds rather than the built-in Android alert mechanism. What this means for me is that unless I have the app in the foreground and the media volume turned up (I normally keep it muted), I don’t get notified that the probes are out of range.

You should receive both push text notifications and sound alerts even when the ThermoWorks BBQ app is not open and is working in the background. The volume of the sound alerts is dependent on the system alert settings you have selected for your mobile device. If you have set the default notification volume to silent, you will not hear the ThermoWorks BBQ app notifications.


 

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 27 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.

I’m having trouble connecting Smoke Gateway to my Wi-Fi network. What can I try?

Here are some troubleshooting steps you can try.

• 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.

• Consider using a Wi-Fi booster to increase your network’s Wi-Fi range.

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

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

• Try logging out of your ThermoWorks BBQ Account by going to Menu>Profile>Options>Log out. While logged out, turn your phone or tablet’s Wi-Fi connection off. Then, log back into your ThermoWorks account and start the setup process again.

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

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

• If your local network includes both a 5GHz and a 2.4GHz connection, try moving Smoke Gateway outside of the range of your 5GHz network, but still within the range of your 2.4GHz network. This will prevent your phone or tablet from auto-connecting to the 5GHz network.

• Try disabling your phone or tablet’s Bluetooth connection as Bluetooth can sometimes create Wi-Fi interference. You can turn it back on once Smoke Gateway has been set up.

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


 

I have been trying to set up my Smoke Gateway and was able to connect it to my Wi-Fi network successfully. However, I can’t get it to show up in the My Devices list of the ThermoWorks BBQ app.

Try going through the setup process again by going to the Devices page and selecting Add Device. Then go follow the step-by-step setup process again.  The original network that your Smoke Gateway was connected to will not be forgotten, but the device information will be overwritten by the information you enter during the new setup session and the problem should be resolved.


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.

There is not a place to add notes to the graph in the app, but you can export the data to Excel, Google Sheets, or Numbers and add notes there.


 

Is there a way to view the graphs from previous smokes? I would like to compare the graphs. How many graphs will the app save?

Smoke Gateway will monitor a cook for at least 25 hours. It will automatically stop after at least 25 hours has passed, save that graph, and start a new one. The app can store up to five graphs at once.

When you have completed a cook, save its graph to the “Saved Graphs” folder. Start a new session when you begin a new cook, otherwise, the app will continue adding new temperature information onto the previous graph (until at least 25 hours of data is gathered).

You can export the graph data at any time to a .csv file and open it in spreadsheet software (such as Excel , Google Sheets, or Numbers). This will allow you save as many graphs as you’d like, merge them, or manipulate the data so you can compare the cooks further.

See the ThermoWorks BBQ app online help file, located here, for more information.


 

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 BBQ 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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