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 by removing it from the power outlet, re-insert it after 30 seconds, and check if it comes online within 5 minutes.

Remember:

There are two versions of the Cloud Connector, each designed for specific regions: EU and US. The EU variant is not compatible with the US region due to distinct regional regulations (and vice versa). This is attributed to differences in frequency bands, LTE categories, and power class standards for wireless communication devices between the EU and US.

What the lights on the Cloud Connector mean:

Between each of the steps below, wait for a few minutes to see if the Cloud Connector display symbols change.

No light from the status indicator

If the indicator does not light up, it indicates that the Cloud Connector is not receiving power.

Possible cause	Corrective action
A defective power outlet.	Insert the Cloud Connector in a different power outlet.
A defective power supply.	If available, try powering the device with a power supply from another Cloud Connector. If you're relying on PoE as the power source, you will need a PoE splitter since the Cloud Connector doesn't come with built-in PoE capability.

Connected to cellular - Red light from the status indicator

If the indicator displays solid red, it indicates that the Cloud Connector is not able to connect to the internet.

Possible cause	Corrective action
Lack of cellular coverage at the location.	Move the Cloud Connector to see if there is cellular reception elsewhere. When using a cellular connection, our Cloud Connectors are designed to automatically select the most suitable network via the integrated firmware in the cellular modem. The modem and SIM are programmed to determine the optimal provider/network based on various factors. Please note that we cannot influence this automated decision-making process. Install another known-working Cloud Connector to verify that it is a coverage issue and not an issue with the device. Verify with your phone that there is 4G coverage at the location. Connect via Ethernet.
Cloud Connector is mounted in an enclosed space.	Avoid placing the Cloud Connector 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. If the device normally had a strong connection, wait a few hours to see if the connection returns.
A service disruption.	Check DT's status page in case of maintenance or service issues.

Connected to Ethernet – Red light from the status indicator

If the Cloud Connector is connected to Ethernet, but the indicator still displays solid red, it indicates that the Cloud Connector was not able to connect to the internet via Ethernet.

Possible cause	Corrective action
Network rules block the Cloud Connector from connecting to the internet.	Update the firewall to allow for required ports.
No DHCP service.	Connect the Cloud Connector 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 DT's status page in case of maintenance or service issues.

Installing a Cloud Connector (CCON)

Troubleshooting a Gen 1 Cloud Connector (CCON)

Airthings (AT) Space Hub Troubleshooting

Cloud Connector (CCON) Display Symbols Reference

Installing a Gen 2 Cloud Connector (Gen 2 CCON)