Connection Issues - Ethernet
This article describes what to do if you have a master controller using Ethernet and it doesn’t seem to be connecting.
We will cover the following:
- Checking that the controller is configured to either Auto or Ethernet mode
- Checking that the local network will allow the controller to communicate over the required ports
Communication Mode
The master controller can be configured to work in any one of three different communication modes:
- Auto
- Ethernet
- Modem
tip
If your installation is going to use only one form of communication (either exclusively modem or exclusively Ethernet), then it can be helpful to change the communication mode away from Auto to the relevant mode for your circumstances.
Auto mode is the default and will work just fine, so don't worry if you decide to leave it as is.
caution
This setting can only be changed locally, using the installer tool and cannot be changed remotely through the website.
Auto Mode
In this mode, the master controller will attempt to use the Ethernet connection first and then failover to a modem attached to the modem port at the top of the controller.
If a working Ethernet connection is not available, the controller will keep trying for about 90 seconds before switching over to the modem.
Ethernet Mode
In this mode, the controller will only ever try to use the Ethernet connection.
Modem Mode
In this mode, the controller will only ever try to use the modem connection.
Network Ports
It is possible that the local network settings are preventing the master controller from communicating with the cloud. You can easily check this with a laptop.
Disconnect the ethernet cable from your master controller and plug it into your laptop. Make sure your laptop is configured to use the Ethernet connection and isn’t using local Wi-Fi.
Open a web browser and go to the following links:
If all goes well, you should see a web page which tells you “You have reached this page on port XXXX”, where xxxx is replaced with the number shown in the link above.
If you cannot load any of these pages, you will need to request that the local IT team allow outgoing TCP connections on ports 1883, 1884, 2215 and 2216 (whichever of the links above that didn’t work).
info
Some IT administrators will ask for the URL/domain/web address that the controllers communicate with. We can provide a list on request - please contact Tech Support to obtain this.
What Next?
If none of the steps above have solved your issue - contact tech support and we will help to get you connected.