Cloud Connector troubleshooting

Stian Faroy

July 21, 2022 12:13

This article contains information to help resolve Cloud Connector issues. Before starting detailed troubleshooting, please make sure always to try these steps first:

Verify that the device is installed following the installation instructions
Check for service disruptions or planned maintenance on our status page
Restart the Cloud Connector by removing it from the power outlet, re-insert after 30 seconds, and check if it comes online within 5 minutes

If the steps above do not resolve the issue, follow the troubleshooting steps below based on the perceived symptoms. We also advise checking the display symbols reference to learn what state the Cloud Connector has.

Troubleshooting did not fix the problem

Please get in touch with us if the Cloud Connector continues not to work as expected. We are happy to assist you further with troubleshooting and provide warranty replacements for defective hardware.

Please include the ID of the Cloud Connector and a description of the issue when contacting support.

Warranty replacement

Only defective Cloud Connectors used following the specifications in the datasheet with warranty can be replaced. Defective devices must be returned per the RMA process, and Disruptive Technologies cover shipment costs.

The default warranty period is 12 months from the date of purchase
The warranty period is 24 months from the date of purchase if the subscription is prepaid for two years or more

Troubleshooting steps

Between each step, wait for a few minutes to see if the Cloud Connector display symbols change.

No lights on the front display

If there are lights on the display, it indicates that the Cloud Connector is not receiving power.

Possible cause	Corrective action
Ethernet cable is not connected to a suitable power source	Verify that the PoE power source has sufficient power Verify that the Ethernet cable is connected to the port marked OUT on the PoE-injector
A defective power outlet	Insert the Cloud Connector in a different power outlet
A defective Ethernet cable	Try another Ethernet cable
A defective PoE-injector	Check that the LED light on the PoE-injector is lit. If there is no light, test with another PoE-injector (if available).

No cellular connection

The Cloud Connector automatically connects to the DT Cloud when connected to power, showing a stable white cloud on the front. If a red cloud or no cloud appears, it can be due to the following reasons:

Possible cause	Corrective action
The Cloud Connector is booting up	Wait up to 10 minutes for the Cloud Connector to connect to the cellular network
Lack of cellular coverage at the location	Move the Cloud Connector to see if there is cellular reception elsewhere Install another known-working Cloud Connector to verify that it is a coverage issue and not an issue with the device If cellular signal amplifiers are installed in the building, check that they are compatible with the Cloud Connectors Verify with your phone that there is coverage at the location (2G/3G/4G for EU, and 4G for the US model) Connect via Ethernet Use a 4G router with a stronger cellular reception and for more flexible placement of the Cloud Connector Replace with a 4G model if it is a 2G/3G model
Cloud Connector does not support cellular connections	Only 4G and 2G/3G models support a cellular connection. Verify the model by looking at the backside of the Cloud Connector or in the Sensors & Cloud Connectors view in Studio. Use a 4G router if cellular connection is required for Cloud Connectors without a built-in cellular modem
Cloud Connector is mounted in an enclosed space	Avoid placing the Cloud Connector in metal cabinets or enclosed spaces that limit radio signals
A temporary disruption in local infrastructure, maintenance of cell towers, etc.	Check the historical cellular strength in Studio by selecting the Cloud Connector in the Sensors & Cloud Connectors list. If the device normally had a strong connection, wait a few hours to see if the connection returns.
A service disruption	Check our status page in case of maintenance or service issues

Weak cellular connection

If no signal indicator dots are shown when connected on cellular, the signal quality is below 20%, possibly leading to an unstable cellular connection and data loss.

Make sure to follow the guidelines for installing Cloud Connectors. If the low signal quality continues, we suggest connecting the Cloud Connector through Ethernet.

The signal can increase by mounting the Cloud Connector near the outer walls of the building, ideally near windows.

If you have a Cloud Connector 2G/3G, replacing it with a 4G model can significantly improve signal quality.

No Ethernet connection

The Cloud Connector automatically connects to the DT Cloud when connected to Ethernet, showing a stable white cloud on the front. If a red cloud or no cloud appears, it can be due to the following reasons:

Possible cause	Corrective action
The Cloud Connector is booting up	Wait up to 5 minutes for the Cloud Connector to connect to the Ethernet network
Network rules block the Cloud Connector from connecting to the internet	Update the firewall to allow for required ports
No DHCP service	Connect the Cloud Connector to a network that supports DHCP
The network is not connected to the Internet	Check with another device that the internet connection works
A defective Ethernet cable	Try another Ethernet cable
A service disruption	Check our status page in case of maintenance or service issues

Display symbols reference

An explanation for the different symbols shown on the front of the Cloud Connector is below.

Display	Meaning
	Connected on cellular.
	Connected through Ethernet.
	No connection (no cloud symbol).
	No cellular connection.
	No Ethernet connection.
	Not connected to power (no lights).
	Booting up, error state or the Activity Monitor mode is active (stuck sensor symbol).
	The Cloud Connector is being updated with new software. The software update is completed in a few minutes without losing sensor data. Keep the unit powered on while this symbol is shown.