Device cannot go online on Ruijie Cloud

1. Check Network Connectivity         

1)  Verify the connectivity between Ruijie device and Ruijie Cloud.

          ping devicereg.ruijienetworks.com on device CLI.

     

2) Whether your device's IP address, gateway, DNS server are configured

          Ruijie(config)#int bvi 1

          Ruijie(config-if)#ip address 192.168.1.1 255.255.255.0 //configure IP

          Ruijie(config-if)#end

          Ruijie(config)#ip route 0.0.0.0 0.0.0.0 192.168.1.254

          //configure gateway

          Ruijie(config)#ip name-server 8.8.8.8  //configure DNS

     3)  Following ports are used for Ruijie Cloud management. Ensure these ports are available and the data stream is permitted.

Note: AP and SMB switch have default CWMP setting which allows devices can look for Ruijie Cloud automatically. But for enterprise switch(RG-S29 series), It needs to configure CWMP URL on CLI manually.

Ruijie#configure ter

Ruijie(config)#cwmp

Ruijie(config-cwmp)#acs url http://devicereg.ruijienetworks.com/service/tr069servlet

Ruijie(config-cwmp)#end

Ruijie#wr

2. Check Device Running Mode(Wireless only)

    Verify whether the AP is running in FAT mode, if the device is working in FAT mode, it needs to switch AP into macc mode on WEB or CLI for Ruijie Cloud registration.  the command are following

Ruijie#ap-mode macc

Note: By default, AP is running in FIT Mode and will convert MACC mode automatically once it has Internet access.

3. Check Ruijie Cloud Hosting(Asia or Europe)

    1)  In order to provide smooth access and reduce Internet latency for users in Ruijie Cloud solution. There is 2 Ruijie Cloud hosting installed for global service. The dynamic hosting selection for regions or countries shows as below:

     2) As 2 hosting databases are isolated, if the serial number you input on and the device DNS resolution is not the same hosting, the device will not show online. First, verify which hosting you are accessing in the browser. Simply login your Ruijie Cloud account, and check the URL link.Cloud-as represents Asia cloud and cloud-eu is Europe Cloud. Then, login device's cli and execute ping cloud.ruijienetworks.com and check which IP address is resolved.(Asia-35.197.150.240,Europe-35.234.108.108). Please confirm the cloud hosting you are accessing is the same as the one device registered.

4. Check Device Firmware

    Whether the device is running the latest firmware as Ruijie Cloud recommended, if the firmware version is too old, it may not be compatible with Ruijie Cloud. User can log in device's web or cli and upgrade to latest firmware version. Please refer Ruijie Cloud Supported Model and Recommended Firmware Version:

https://www.ruijienetworks.com/support/documents/slide_73633

5. Check Serial Number

Whether the device's serial number is matched with the one displayed on Ruijie Cloud. The serial number can be found on device back panel or exec "show version" on CLI.

6. Check CWMP configuration

    The following is right cwmp configuration:

     show cwmp configuration

     CWMP status                     : enable

     ACS URL                         :            

     http://devicereg.ruijienetworks.com/service/tr069servlet (DYNAMIC)

     CPE URL                         : http://172.29.60.63:7547/ (DYNAMIC)

     If the configuration is wrong, you can use the command following to

     change.   

     AP#config ter

     AP(config)#cwmp

     AP(config-cwmp)#acs url http://devicereg.ruijienetworks.com/service/tr069servlet

        ----you can replace 'devicereg' to 'cwmpsvr-as' or 'cwmpsvr-eu' base on the cloud you are using.

    AP(config-cwmp)#end

     AP#wr

Not helpful at all. The steps are not easy to follow with normal people.

Joey Lozano replied at 2022-9-28 17:47
Not helpful at all. The steps are not easy to follow with normal people.

Hello Sir,

I apologize for not being able to solve your problem. Could you describe your problem briefly, so that we could provide correct solutions to you.

cwmp configuration was disabled. It went online 1 minute after activating it. Thank you.

Hello Sir,
I have the same problem with that, sir. I have two RG-S5750C-48SFP4XS-H devices that are set up as VSU, however when I follow that guide, just one switch goes online. Please give me some advice on this.

Thanks.

Chanary HUL replied at 2023-2-23 18:20
Hello Sir,
I have the same problem with that, sir. I have two RG-S5750C-48SFP4XS-H devices that are  ...

Sorry for the inconvenience that not supporting the VSU scenario

Micca replied at 2023-2-24 11:11
Sorry for the inconvenience that not supporting the VSU scenario

Hello Sir,
So it mean when the switches that configure VSU it can't online both devices right ?
Thanks

Chanary HUL replied at 2023-2-24 16:46
Hello Sir,
So it mean when the switches that configure VSU it can't online both devices right ?
T ...

yes, correct

I´m having the same problem with 9 AP820-L(V2) and 1 AP720-L. They were working fine and suddenly they went Offline in Ruijie Cloud. Antenas are reachable by IP and they are working fine. How can I see them Online in Ruijie Cloud again?

Regards

Francisco MacSwiney replied at 2023-2-28 01:55
I´m having the same problem with 9 AP820-L(V2) and 1 AP720-L. They were working fine and suddenly t ...

Hi sir,
May I know do you mean that the AP network is normal but offline now? Could you check according to the troubleshooting steps in this link? Could you please share network with me? This is my email:liuxiyang@ruijie.com.cn

GTAC-Steve replied at 2023-3-1 14:31
Hi sir,
May I know do you mean that the AP network is normal but offline now? Could you check acco ...

Hi sir.. i do have problem like that.. network normal, the only problem is cloud server not online.. can you help.. thanks

unknown unknown replied at 2023-3-5 09:00
Hi sir.. i do have problem like that.. network normal, the only problem is cloud server not online ...

Hi sir,


Sorry for my late reply.

Could you please share network with me? This is my email:liuxiyang@ruijie.com.cn

GTAC-Steve replied at 2023-3-6 09:09
Hi sir,

Hi Sir,

My problem occurred after replacing ISP'router which resulted in APs that were online in the Cloud showing offline status.

Here are topology (Picture Copy from https://community.ruijienetworks.com/forum.php?mod=viewthread&tid=3372)

but Actually brand are AP(ruijie) > PoE Switch (TP-Link) > Gateway Switch (CBS-Cisco) > ISP'Router

Surapat Thanapak replied at 2024-5-14 01:33
Hi Sir,
My problem occurred after replacing ISP'router which resulted in APs that were online in t ...

Dear,
Could you  share the model  of the AP?
Please  check if the UDP and TCP ports are enabled on the  ISP  or  gateway switch.

AnaKarenDuranUrrutia replied at 2024-5-14 08:46
Dear,
Could you  share the model  of the AP?
Please  check if the UDP and TCP ports are enabled o ...

Hi,
My AP's Model is RAP2260(G)  
Could you please share me a UDP & UTP port in conclusion for allow ap to join cloud dashboard.

Surapat Thanapak replied at 2024-5-14 12:49
Hi,
My AP's Model is RAP2260(G)  
Could you please share me a UDP & UTP port in conclusion for all ...

Hello,

Do you want to ask which ports need to be released?
I have shared the port that cloud-as.ruijienetworks.com needs to be released according to your location, please check the following table. If you have other questions please keep talking to me and I will be happy to help you on the community