Cloud Connector Troubleshooting

Follow the relevant instructions below if you receive a service alert indicating that all SenseFlex sensors on site are offline.

If the Cloud Connector Has an Ethernet Connection

Follow these instructions if your Cloud Connector connects to the Internet via Ethernet.

1. Visit the Status Page to determine if there are any service disruptions or planned maintenance.

   • If disruptions or maintenance are reported, no action is required. Once the issue is resolved, the Cloud Connector will automatically resume normal operations.

   • If no disruptions or maintenance are reported, proceed to step 2 for further troubleshooting.

2. Locate the Cloud Connector on site.

3. Ensure that the power cable has not been damaged and is securely attached to the Cloud Connector and power outlet.

4. Ensure that the Ethernet cable has not been damaged and is securely attached to the Cloud Connector and router.

5. Ensure that the router is online.

6. Restart the Cloud Connector by unplugging the power cable, waiting for 30 seconds, and then plugging it back in.

7. Wait for 5 minutes.

8. Check the LED on the front of the device. If it is:

   • Solid white: The issue has been resolved.

   • Flashing white: The device is connecting to the Internet/updating. This may take a few minutes.

   • Red: The device is not connected to the Internet. Ask your IT department to ensure that:

     • DHCP is enabled on the network/router

     • Firewall settings have not been changed (see Required Ports for details)

     • The Cloud Connector has not been removed from the whitelist (if applicable)

   • Not illuminated: The device is powered off. Ensure that the device is connected to the mains power supply. If the device is still unable to power on, contact us.

If the Cloud Connector Has a Cellular Connection

Follow the instructions below if your Cloud Connector connects to the Internet via a cellular connection.

1. Visit the Status Page to determine if there are any service disruptions or planned maintenance.

   • If disruptions or maintenance are reported, no action is required. Once the issue is resolved, the Cloud Connector will automatically resume normal operations.

   • If no disruptions or maintenance are reported, proceed to step 2 for further troubleshooting.

2. Locate the Cloud Connector on site.

3. Ensure that the power cable has not been damaged and is securely attached to the Cloud Connector and power outlet.

4. Ensure that the Cloud Connector has not been moved from its original position.

The Cloud Connector should not be placed in locations such as metal cabinets which obstruct the cellular signal.

5. Ensure that items are not obstructing the cellular signal.

Items which may obstruct the cellular signal should not be placed around the Cloud Connector.

6. Restart the Cloud Connector by unplugging the power cable, waiting for 30 seconds, and then plugging it back in.

7. Wait for 5 minutes.

8. Check the LED on the front of the device. If it is:

   • Solid white: The issue has been resolved.

   • Flashing white: The device is connecting to the Internet/updating. This may take a few minutes.

   • Red: The device is not connected to the Internet. Ensure that the area has cellular coverage. If the device is still unable to connect, contact us.

   • Not illuminated: The device is powered off. Ensure that the device is connected to the mains power supply. If the device is still unable to power on, contact us.