Before you start
- Open the exact device under its customer and branch.
- Note device state and internet state separately.
- Check the last successful API response, telemetry time, and remote handshake.
Procedure
Follow these steps in order
Online
A recent supported API or telemetry response confirmed the device. Internet may still be degraded or unavailable, so review the WAN state separately.
Checking
A status attempt is in progress or a fresh verified response is pending. Avoid repeated writes until the check finishes.
Local status unverified
The device is managed only from a customer app or local desktop observation. The cloud cannot continuously verify it.
Unreachable
The server cannot reach the configured API/controller path. Check power, internet, tunnel, controller state, credentials, permissions, and routing.
Degraded
The management path responds but one or more required checks fail. Open device details to identify WAN, sync, or API failures.
Run one deliberate check
Use Check connection once, wait for the result, then correct the reported layer. Releasing and re-adding the device is not a normal troubleshooting step.
Verify success
- Last response timestamps advance after a successful check.
- Device identity remains unchanged.
- Internet state reflects an actual WAN test rather than management reachability alone.
Troubleshooting
Remote handshake is recent but device is offline
The tunnel works but the device API does not. Verify the private address, API service, firewall, username/password, token, and vendor permissions.
Cloud controller device is offline
Bring the AP online in the vendor cloud first. K7abeer cannot install vouchers or verify portal state through an offline controller record.
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