We are currently experiencing an issue affecting Motorola Gateways set up with the old MotoSync app.
Our engineering team is actively investigating the problem and working on a permanent fix.
In the meantime, please follow the steps below to restore your connection:
🛠️ Step 1: Dissociate the Device from MotoSync
- Open the MotoSync app and select your device/network.
- Tap the Settings (gear icon) in the top-right corner.
- Scroll down and select Leave this network.
- Confirm to dissociate your device.
🔁 Step 2: Perform a Factory Reset on Your Gateway
- Keep the modem powered on, and disconnect both the coax and Ethernet cables.
- Using a paperclip or toothpick, insert it into the reset pinhole on the back of the modem.
- Press and hold for 25–30 seconds, then release.
- The modem will begin resetting and reconnecting.
- When the Down-Arrow light flashes green and the Up-Arrow light is off, reconnect the coax cable.
- Allow the modem to fully reboot until both the Arrow and Globe lights turn solid green or blue.
- Finally, reconnect the Coax and Ethernet cable.
🔌 Step 3: Reconnect to the Network
Once your modem is back online, reconnect using the default WiFi credentials printed on the label located on the bottom or back of your device.
We sincerely apologize for the inconvenience and appreciate your patience while our team works to resolve this issue.
Oct 10, 2025