Troubleshooting

Device appears offline in Cloud Console

If your device is shown as Offline, do not start by rebooting immediately. First collect two quick signals:

Current LED state on the device (color + blinking/solid pattern).
Last signal quality before it went offline from system device fields ($SYS/device/quality / $SYS/device/quality_number).

This gives you enough context to identify whether the issue is power, connectivity, or infrastructure.

Check the device LED now

Use the LED to understand what the device is doing right now:

LED Off: likely power issue (or device not booted).
Blinking Green / Blinking Blue: application running or booted, but network/cloud connection is failing.
Solid Green / Solid Blue: device is connected now; offline state in cloud may be stale or intermittent.
Flashing Yellow: update in progress; wait until update finishes.

For full LED definitions, see Device Status Indicators.

Check last known signal quality before offline

In Cloud, open Device page → Device Action → See logs. At the top of the logs view, review the latest signal quality around the offline timestamp, then inspect:

$SYS/device/status and $SYS/device/status_number
$SYS/device/quality and $SYS/device/quality_number

Interpretation:

Status = Updating (2) or Updating Firmware (3) right before offline may indicate a disconnect during update activity.
Status = Running (4) before offline confirms application activity was healthy before connectivity dropped.
Quality = Poor (1) before offline usually means RF/network coverage instability.
Quality = Medium (2) suggests intermittent network conditions.
Quality = Good (3) before offline can still drop to offline during heavy data bursts. Quality reflects end-to-end delivery health (device link + server processing time), not only raw cellular/Wi-Fi signal strength.

For field details, see System Device Fields.

If quality shows Poor, use this quick recovery checklist

Check placement and signal path
- Reposition the device or antenna away from metal enclosures and electrical noise sources.
- If on cellular, move to a location with better coverage if possible.
Reduce data load temporarily
- Lower publish frequency.
- Batch or reduce payload size.
- Avoid sending large bursts until connection stabilizes.
Validate network path
- Confirm router/AP uplink stability and internet reachability.
- Check firewall/DNS changes that may block cloud traffic.
Watch logs for trend
- Keep the logs open and confirm quality improves from Poor to Medium/Good before returning to normal traffic volume.

Use this quick diagnosis

LED now	Last quality before offline	Most likely cause	What to do next
LED Off	Any	Power loss / hardware power path issue	Verify power source, cable, connector, and supply stability.
Blinking Green/Blue	Poor or Medium	Weak/unstable network signal	Improve coverage, reposition antenna/device, verify AP/cellular quality.
Blinking Green/Blue	Good	High traffic load, network path issue, or backend processing delay	Reduce send rate/payload size, then check gateway/router uplink, firewall rules, DNS, and internet reachability.
Solid Green/Blue	Any	Temporary disconnect already recovered	Confirm event timeline, monitor recurrence, and alert on repeated drops.
Flashing Yellow	Any	Firmware/app update in progress	Wait for completion; do not power off.

Information to include before escalating

When opening a support ticket, include:

Device ID
Time window when offline happened (with timezone)
LED state observed during incident
Last $SYS/device/quality / $SYS/device/quality_number before disconnect
Whether the device recovered automatically or required intervention

Where can I find the Company Key?

If you need your Company Key (Company ID) for integrations or support, follow these steps in the Cloud Console:

Click Settings

Navigate to the main menu and click on Settings.

Click Data & Integrations

Select the Data & Integrations tab from the top or side menu.

Copy Company ID

Locate the Company ID field and click to copy the key to your clipboard.

Data is not appearing in Device Events

If it seems like data is not arriving in Device Events, follow these steps to troubleshoot:

Verify data transmission to the Cloud Prefab

Check the blueprint to ensure that data is properly connected and actively being sent to the Cloud Prefab.
Confirm that the app has been successfully deployed.

Check if the device is in a Running state

Verify the current status of your device.
If the device status is Running but data is still not coming through, click on Action and select either Restart App or Restart Device.