A verified customer backup and restore procedure is not yet available in this knowledge base. Contact support before resetting, replacing, or restoring a configured gateway.
Plan Recovery with Support
Record your gateway's serial number, hardware revision, software version, and the reason recovery is needed. Ask support to confirm:
- Whether backup and restore are supported by the installed release.
- Which configuration and historical data are included.
- How credentials, user accounts, integrations, and floorplans are handled.
- Which software versions and replacement hardware are compatible.
- Whether restoration overwrites existing configuration and how to validate the result.
Do not assume automatic cloud backups are enabled. Keep existing backup files secure and retain the original until recovery is confirmed.
Configuration Records
Keep a site handover record of device names, area assignments, network configuration, and integration settings. Store passwords and API credentials in an approved secure store, separately from ordinary project notes.
Contact support for recovery guidance.