What should i do when Reyee NBS switch/AP/EG show offline on Cloud?

I. Applicable Scenario

An ES switch or other Reyee devices cannot go online on the Ruijie Cloud when Reyee devices compose a network. This document uses RAPs and ES switches on an L2 network as an example to describe how to troubleshoot the fault.
II. Network Topology



III. Troubleshooting Ideas

1. Check whether the device model, version, and SN are correct.
2. Check the connectivity between the device and the Cloud.
3. Check whether ports are disabled.
4. Reset the device.
IV. Troubleshooting Process

1. Check whether the device model, version, and SN are correct.
1) Check whether the current device model is supported by the Cloud and the device version is the recommended version. As shown in the figure below, click


in the upper right corner of Ruijie Cloud and choose Supported Models. If the device model is not found, the device cannot be managed by Ruijie Cloud. If the current version is non-recommended, log in to the local eWeb page of the device by using the default address of the device 10.44.77.200/10.44.77.254 to upgrade the device.


2) Check whether the SN is correct. You are advised to scan the device by using Ruijie Cloud APP to make the device go online to avoid the wrong SN input.

2. Check the connectivity between the device and the Cloud.
If the device model, version, and SN are all correct, log in to the local eWeb page of the device to ping the Cloud address.
1) ES series switches do not support the ping function. Therefore, connect a PC or portable computer to the switch and ensure that the PC and switch are in the same network segment. Ping iotrc.ruijienetworks.com from the PC. If a result as shown in the figure below is displayed, the address cannot be parsed. In this case, check whether the DNS server configuration of the uplink DHCP server is correct.

If a result as shown in the figure below is displayed, check local network settings and troubleshoot the fault by performing steps in the following (2).

2) For Reyee devices, ping devicereg.ruijienetworks.com or ping ryrcmq.ruijienetworks.com with P206 version or upper from the Web page of the device. If the ping operation fails, troubleshoot the fault by performing steps in the following (1) and (2).




(1) Check the DNS server configuration on the device.
The following uses RAP1200F as an example. If you can ping through a public IP address but cannot ping through the Cloud URL from the device, check the DNS server settings of the device. For example, the DNS server address of the device 10.10.10.10, which is not a DNS server address. Change the DNS server address to 8.8.8.8, you can ping through the Cloud server from the device.



Note: The default addresses: devicereg.ruijienetworks.com for the device to go online on the cloud-eu and cloud-as are 35.234.108.108 and35.197.150.240 respectively. And the default addresses: ryrcmq.ruijienetworks.com for the device to go online on the cloud-eu and cloud-as are 34.149.186.87 and 34.120.84.165 respectively. Check whether the cloud URLs are parsed correctly. If no, change the DNS server address.
(2) Check the default gateway settings of the device.
If you cannot ping through a public IP address from the device, the device cannot access the Internet and offline is displayed on the device screen. In this case, check the route from the device to the public network address by using the tool traceroute.

The following uses 8.8.8.8 as an example. The traceroute diagnosis shows that no next-hop address is available, indicating that the device is unreachable to the gateway address.


Check the default gateway configuration of the device. As shown in the figure below, the gateway address of the device is 192.168.110.10. After it is changed to the correct 192.168.110.1, the device can normally access the Internet and go online on the Cloud.


Note: If WAN settings of the device are correct but the device cannot access the Internet yet, the possible cause is that authentication is enabled on the uplink egress gateway, but the IP address of the device is not excluded. In this case, exclude the IP address of the device on the authentication configuration page.
3.Check whether ports are disabled.
Check whether UDP ports 6683,5683, and 7683 are disabled on the local device if the version of the ES switch version is correct, you can ping through the Cloud from the device, but the device cannot go online on the Cloud. For the rest Reyee devices, check whether TCP ports 80and 443 and UDP ports 3478 and 3479 are disabled on the local network. If the Reyee device is in P206 or upper version, check whether the port TCP 25857 is disabled on the local network. The figure below shows the domain names and port IDs of Ruijie Cloud for device management. These ports must be enabled on the local network.
Note: The domain names in the following table are only used for https://cloud-as.ruijienetworks.com/



4. Reset the device.
If all the configurations are correct but the device still fails to go online on the cloud, reset the device.
After the troubleshooting steps above are performed, the device can go online on Ruijie Cloud.