Cloud Connector (2nd Gen) troubleshooting

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-inserting it after 30 seconds, and checking 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 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 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.
  • If you're relying on PoE as the power source, you will need a PoE splitter since the Cloud Connector doesn't come with built-in PoE capability. More information here: Cloud Connector (2nd Gen).

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
The Cloud Connector is not claimed.
  • The Cloud Connector must be claimed to activate it.
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 has 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?

If you're still experiencing a hardware issue, please refer to our Warranty article for more details on the replacement possibility.