Why is my access point offline?

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Gabriel Hedges
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If your access point won't check in, check the table below for troubleshooting suggestions:

Possible Reasons

Suggested Actions

Not powered on.
  • Check power source to ensure it is working properly.
  • Try unplugging the power connection and plugging it back in.
  • If using PoE, try a different cable or try a wall adapter.
  • If already using a wall adapter, try a different wall adapter.
  • If no lights come on or come on only briefly despite using a working power source, submit an RMA request.

No wired or mesh connection.

If using access point as a wired gateway:

  • Check that the cable connections are secure on both ends, and that a link light is present on your switch or router.
  • Try a different cable.
  • Check your switch or router configuration and logs to ensure it has not disabled the port for some reason.

If using access point as a wireless repeater:

  • Ensure the access point is within range of a wired gateway on the same radio channel.
  • Try wiring it into the local network to verify that it is actually functional.

No network or internet connectivity.
  • Verify that the local network and internet connection are functioning properly.
  • Check your DHCP server lease list to ensure the access point has been assigned an IP address.
  • Increase DHCP IP address range/pool if needed.

Connection blocked.
  • Check for content filters, firewalls or proxies on the network that could be blocking access to cloudtrax.com
  • If whitelisting CloudTrax, ensure the main cloudtrax.com domain and all subdomains are allowed.

Invalid MAC address entered in CloudTrax

 Verify the MAC address entered on CloudTrax matches the MAC address on the bottom sticker, and that there are no typos. MAC addresses only contain the numbers 0 - 9 and letters A - F. For example, the number 8 and letter B look similar, and the letters O and S are invalid MAC address characters.

Invalid Configuration or Bad State

 In some rare cases the access point may have a corrupt configuration or be stuck in a bad state. Try a pinhole reset to go back to factory defaults.

Firmware needs reflashed.

 In some rare cases the firmware may be corrupted or is outdated, which requires you to manually reflash the firmware.

Needs to be rebooted.

In some rare cases the access point may fail to check in to CloudTrax, but can still be remotely rebooted.

If the access point does not check in within 5 - 10 minutes after rebooting, this is likely not the problem.

If you are still unable to get your access point to check in, please contact support.

Have more questions? Submit a request!