How to do when Reyee devices cannot go online on the Ruijie Cloud?

I. Applicable Scenario

An ES switch or other Reyee devices cannot go online on the Ruijie Cloud when Reyee devices compose anetwork. 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 portsare 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







2) Check whether the SNis 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.comfrom 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 ofthe 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 from theWeb 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 for the device to go online on the cloud-eu and cloud-as are 35.234.108.108 and 35.197.150.240 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, butthe device cannot go online on the Cloud. For other Reyee devices, check whether TCP ports 80 and 443 and UDP ports 3478 and 3479 are disabled on thelocal 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.
Ruijie Cloud Server IP and Port
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.

Access point showing offline

User 59369 replied at 2024-4-20 09:20
Access point showing offline

Hello，
I‘m sorry that we can't provide a specific solution for you based on current information.


Can you help to check the following aspects：
1.Please check the connectivity first: ping 8.8.8.8
If the ping is reachable, please check the step 2
If the ping is unreachable, please ping gateway address.
If the ping gateway is reachable, please check the NAT policy or route on gateway device.
If the ping gateway is unreachable, please check whether device get the IP address check which device address can ping.


2. Check the status of communication and domain name resolution: ping ryrcmq.ruijienetworks.com
If the IP address resolved by ping the domain name is 18.196.172.168, go to the next step
If the IP address resolved by the ping domain name is another IP address, share the test screenshot


3.Check the AP version first. If the AP version is later than P248, you can change the cloud service

If your device supports changes, please reset it first, or select another cloud service to save and then select the current cloud service again.
If your device does not support the change, please upgrade to the latest version first: https://reyee.ruijie.com/en-global/resources/software/rg-rap2260g-firmware/rap2260g260/

4. Check the gateway device. If the gateway is a firewall or an ISP modem/ISP router with firewall functions, set the following table to pass on the gateway:

Note that if it is not manually added to the list that is released, it is blocked by default. Release in both the outgoing and incoming directions.

*Please note that the above sharing is based on the location of your community (Country/Region: United Arab Emirates) if the location is not the location of the device, or is not the cloud host you are using, please let me know.
If the issue still exists, please help to share your project to my personal email address( guominxiang@ruijie.com.cn) and talk with me again. I would be glad to help you in Community.