This article contains information to help resolve Cloud Connector issues. Before starting detailed troubleshooting, please make sure always to try these steps first:
- 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.
If the steps above do not resolve the issue, follow the troubleshooting steps below based on the symptoms you might have.
Troubleshooting steps
Between each step, wait for a few minutes to see if the Cloud Connector display symbols change.
No light from the status indicatorIf the indicator does not light up, it indicates that the Cloud Connector is not receiving power. |
Possible cause | Corrective action |
A defective power outlet. |
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A defective power supply. |
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Red light from the status indicatorIf the indicator displays solid red, it indicates that the Cloud Connector is not able to connect to the internet. |
Possible cause | Corrective action |
Lack of cellular coverage at the location. |
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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. |
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Connected to Ethernet – Red light from the status indicatorIf 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. |
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Possible cause | Corrective action |
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. |
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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.