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 it after 30 seconds, and check if it comes online within 5 minutes
Keep this in mind!
There are two versions of the Cloud Connector, each designed for specific regions: EU and US. The EU variant is not compatible with the US region due to distinct regional regulations (and vice versa). This is attributed to differences in frequency bands, LTE categories, and power class standards for wireless communication devices between the EU and US.
If the steps above do not resolve the issue, follow the troubleshooting steps below based on the symptoms. We also suggest checking the display symbols reference to learn the state of the Cloud Connector.
Symptoms
- No lights on the front display
- No cellular connection
- Weak cellular connection
- No Ethernet connection
Troubleshooting steps
Wait a few minutes between each step to see if the Cloud Connector display symbols change.
No lights on the front display
If there are no lights on the display, it indicates that the Cloud Connector is not receiving power.
| Possible cause | Corrective action |
| The ethernet cable is not connected to a suitable power source |
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| A defective power outlet |
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| A defective Ethernet cable |
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| A defective PoE-injector |
|
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 |
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| Lack of cellular coverage at the location |
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| Cloud Connector does not support cellular connections |
The phase-out of 2G and 3G is already in progress in numerous countries. For more information on timelines, please visit the following article. As a result, EU 2G/3G devices are anticipated to lose compatibility with cellular networks soon. |
| Cloud Connector is mounted in an enclosed space |
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| A temporary disruption in local infrastructure, maintenance of cell towers, etc. |
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| A service disruption |
|
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 |
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| Network rules block the Cloud Connector from connecting to the internet |
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| No DHCP service |
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| The network is not connected to the Internet |
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| A defective Ethernet cable |
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| A service disruption |
|
Display symbols reference
An explanation for the different symbols shown on the front of the Cloud Connector is below.
| Display | Meaning |
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Connected on cellular. |
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Connected through Ethernet. |
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No connection (no cloud symbol). |
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No cellular connection. |
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No Ethernet connection. |
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Not connected to power (no lights). |
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| Booting up, error state, or the Activity Monitor mode is active (stuck sensor symbol). | |
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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. |
Troubleshooting did not fix the problem?
If you're still experiencing a hardware issue, please refer to our Warranty article for more details on the replacement possibility.