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Cloud Connector (2nd Gen) troubleshooting

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

  1. Check for service disruptions or planned maintenance on our status page.
  2. 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.

If the steps above do not resolve the issue, follow the troubleshooting steps below based on the symptoms you might have.Cloud_Connector__2nd_Gen__Overview.png

Troubleshooting steps

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

No light from the status indicator

If the indicator does not light up, it indicates that the Cloud Connector is not receiving power.

 no-light.png
Possible cause Corrective action
A defective power outlet.
  • Insert the Cloud Connector in a different power outlet.
A defective power supply.
  • If available, try powering the device with a power supply from another Cloud Connector.

 

Red light from the status indicator

If the indicator displays solid red, it indicates that the Cloud Connector is not able to connect to the internet.

 red-light.png
Possible cause Corrective action
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.
  • Verify with your phone that there is 4G coverage at the location.
  • Connect via Ethernet.
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.

 

Connected to Ethernet – Red light from the status indicator

If the Cloud Connector is connected to Ethernet, but the indicator still displays solid red, it indicates that the Cloud Connector was not able to connect to the internet via Ethernet.

no-light-ethernet.png
Possible cause Corrective action
Network rules block the Cloud Connector from connecting to the internet.
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.

Troubleshooting did not fix the problem?

Please get in touch with us if the above-mentioned fixes did not resolve the issue. Please include the ID of the device(s) and a description of the issue when contacting support.

Warranty replacement

Please refer to our Warranty article for more details on the replacement possibility.