Contents
Troubleshooting on Software Controller
Troubleshooting on the Hardware Controller
Objective
This article helps customers fix the issue of Omada Controller getting offline from Omada Cloud in some circumstances due to the network environment or other reasons.
Required Devices
- Omada Controller (Software Controller / Hardware Controller)
Introduction
We provide ways to help you troubleshoot the Software and Hardware Controllers; you can choose the method that best meets your needs.
Troubleshooting on Software Controller
Step 1. The computer or laptop on which the software controller is installed must remain active and online at all times. Do not close the Software Controller from the computer or laptop.
Step 2. Ensure your gateway is working properly and your computer or laptop can access the Internet. Try rebooting the gateway, reconnecting the computer or laptop to it, and seeing if the Controller is online again.
Step 3. Ensure you can log into the controller locally. Go to Global View->Settings->Cloud Access and re-enable the cloud access.
Step 4. Force to stop the Software Controller and reopen it.
Step 5. Reboot your computer or laptop.
Troubleshooting on the Hardware Controller
Step 1. Check the LED status on the hardware controller, especially the Cloud LED.
On: The device is bound to a TP-Link ID.
Slow Flashing: The device is connected to the cloud but not bound to a TP-Link ID.
Quick Flashing: The device is being reset to its factory default settings.
Off: The device is disconnected from the cloud.
Step 2. Check whether the gateway is working fine. Connect a computer to the Hardware Controller’s second LAN port and try continuously pinging the external IP (for example, ping 8.8.8.8 -t). Confirm if the ping result is okay all the time.
Step 3. Check whether the Hardware Controller can access the Internet. Go to Global View->Tools->Network Check and try continuously pinging the external IP (for example, ping 8.8.8.8), and confirm if the ping result is okay all the time.
Step 4. Verify if you can access your controller's local IP address from the LAN network. If yes, go to Global View->Settings->Cloud Access and re-enable the cloud access.
Step 5. Reboot your hardware controller.
Step 6. Replace the cable between the hardware controller and your gateway or switch.
Conclusion
The above steps will help you solve the offline cloud access problem.
