12 Dec 2024 - EW1200G-PRO failing firmware update on multiple sites

I have more than a few routers that have failed to update and subsequently they are showing as offline on cloud portal.
I went to see one client, router has updated actually and when I connect to local network router is visible and working, however I cannot
access it via cloud and it's showing as offline.
I have noticed that later in the day, you have removed the firmware, clearly it's buggy.
How do we proceed, how do I gain access to offline devices - I cannot drive to different locations.

Dear sir

You can try the following steps to check first:

• Check whether the device serial number is correct which you input on the cloud.
• Check the network connectivity between the cloud and the device. You can login to the device locally to ping the cloud address: ryrcmq.ruijienetworks.com to see whether it can be ping through by using the ping test tool via Diagnostics > Network Tools.
• If the device network access is normal, but still offline on cloud. Please help check whether the corresponding ports which are used to be online on cloud are allowed to pass through the network. For Reyee device in 206 version and later, it uses tcp25857 port to go online on cloud.
  

If the problem still exists, please help show me the ping test result and the router current firmware version. And confirm whether there is other device in the same network can be online on cloud normally. If yes, please help share with me the network project via the following guide which the devices are in to further check. Thank you for your cooperation:

https://community.ruijienetworks.com/forum.php?mod=viewthread&tid=1751&extra=page%3D1

Best regards
Jenny

GTAC-Jenny replied at 2024-12-13 15:15
Dear sir

You can try the following steps to check first:

Thanks Jenny,
All devices are back online, it seems that problem was on your end caused by firmware upgrade.
I have noticed that upgrade has been removed, please ask your engineers to do better testing before releasing them out.
Perhaps your developers can add little button in network tools for testing cloud connectivity or ability to see if device is logged into cloud like on gateway devices.

Regards,
Alex

Alexander P replied at 2024-12-13 15:22
Thanks Jenny,
All devices are back online, it seems that problem was on your end caused by firmwar ...

Hello,
Thank you for your feedback. I will help you feedback this to our team .
If you still have any issues, please contact us again. I would be glad to help you in Community.
Best regards,
Micca