Before starting detailed troubleshooting, please make sure always to try these steps first:

Check for service disruptions or planned maintenance on Disruptive Technologies' (DT) status page
Restart the Cloud Connector (CCON) by removing it from the power outlet, re-insert after 30 seconds, and check if it comes online within 5 minutes

No lights on the front display

If there are no lights on the display, it indicates that the Cloud Connector (CCON) is not receiving power.

Possible cause	Corrective action
Ethernet cable is not connected to a suitable power source	Verify that the Power over Ethernet (PoE) power source has sufficient power Verify that the Ethernet cable is connected to the port marked OUT on the Power over Ethernet (PoE) - injector
A defective power outlet	Insert the Cloud Connector (CCON) in a different power outlet
A defective Ethernet cable	Try another Ethernet cable
A defective PoE-injector	Check that the LED light on the Power over Ethernet (PoE) - injector is lit. If there is no light, test with another PoE-injector (if available).

No cellular connection

The Cloud Connector (CCON) automatically connects to the DT Cloud when connected to power, showing a stable white cloud on the front. If a red cloud or no cloud appears, it can be due to the following reasons:

Possible cause	Corrective action
The Cloud Connector (CCON) is booting up	Wait up to 10 minutes for the Cloud Connector (CCON) to connect to the cellular network
Lack of cellular coverage at the location	Move the Cloud Connector (CCON) to see if there is cellular reception elsewhere Install another known-working Cloud Connector (CCON) to verify that it is a coverage issue and not an issue with the device If cellular signal amplifiers are installed in the building, check that they are compatible with the Cloud Connectors (CCON) Verify with your phone that there is coverage at the location (2G/3G/4G for EU, and 4G for the US model) Connect via Ethernet Use a 4G router with a stronger cellular reception and for more flexible placement of the Cloud Connector (CCON) Replace with a 4G model if it is a 2G/3G model
Cloud Connector (CCON) does not support cellular connections	Only 4G and 2G/3G models support a cellular connection. Verify the model by looking at the backside of the Cloud Connector (CCON) or in the “Configuration & Details” tab of the Cloud Connector (CCON) in the Infogrid App. Use a 4G router if cellular connection is required for Cloud Connectors (CCON) without a built-in cellular modem The phase-out of 2G and 3G is already in progress in numerous countries. For more information on timelines, please visit the following article. As a result, EU 2G/3G devices are anticipated to lose compatibility with cellular networks soon.
Cloud Connector (CCON) is mounted in an enclosed space	Avoid placing the Cloud Connector (CONN) 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 the Infogrid Platform by selecting the Cloud Connector (CCON) in the Sensors list. If the device normally had 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

Weak cellular connection

If no signal indicator dots are shown when connected on cellular, the signal quality is below 20%, possibly leading to an unstable cellular connection and data loss.

Make sure to follow the guidelines for installing Cloud Connectors (CCON). If the low signal quality continues, we suggest connecting the Cloud Connector (CCON) through Ethernet.

The signal can increase by mounting the Cloud Connector (CCON) near the outer walls of the building, ideally near windows.

If you have a Cloud Connector (CCON) 2G/3G, replacing it with a 4G model can significantly improve signal quality.

No Ethernet connection

The Cloud Connector (CCON) automatically connects to the Cloud when connected to Ethernet, showing a stable white cloud on the front. If a red cloud or no cloud appears, it can be due to the following reasons:

Possible cause	Corrective action
The Cloud Connector (CCON) is booting up	Wait up to 5 minutes for the Cloud Connector (CCON) to connect to the Ethernet network
Network rules block the Cloud Connector (CCON) from connecting to the internet	Update the firewall to allow for required ports
No DHCP service	Connect the Cloud Connector (CCON) 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

Installing a Cloud Connector (CCON)

Airthings (AT) Space Hub Troubleshooting

Cloud Connector (CCON) Display Symbols Reference

Installing a Gen 2 Cloud Connector (Gen 2 CCON)

Troubleshooting a Gen 2 Cloud Connector (CCON)