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what would make my internet gateway just disappear from my account??

my garage door stopped responding and I noticed the blu light was not on.I went to my account and my gateway is not there,its been registered since 2014 and is now gone.
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  •      Have you tried doing a soft reset of the gateway?  There is a hole on the side of the unit.  Push a paper clip in there while it is still powered on and continue to keep the paper clip pressed in until you see the yellow light come on.  Give it a little bit then check your account again.  I've had to do that a couple times.  Not sure what kind of router you have at your house but if there is a way to see what IP addresses have been assigned by it via dhcp then you can try pinging your gateway to see if it responds.  
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  • Chuck, I'm not sure how your Internet Gateway would disappear on its own. Can I have someone from our tech support team reach out to you using the email address associated with this account? Lauren
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  •      I'm assuming that Chuck is saying that his door or whatever other devices he has connected through the gateway are showing as offline.  I've had this a couple of times.  It seems as thought the gateway does not always renew it's dhcp lease as it should and doing a soft reset has always cleared the issue for me.   If I could make one suggestion for the folks designing this product it would be to allow for a static address.  Have a web UI to config the device.  Once it pulls the initial DHCP address then web into it configure it for static and give it an address.  
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