This issue may be caused by:
1. The connected network has no Internet access.
2. (For Installation Code setups) The panel and flush mounted module models do not match the ones preset on the akubela Cloud.
3. (For Auto Discovery setups) The home center device’s MAC address is not registered on the akubela Cloud.
4. Other potential issues.
Steps
1. Verify Internet access. Connect the panel to a network with internet access, as the cloud connection requires an active internet connection.
2. Check model compatibility (Installation Code mode). If the panel uses the installation code method, ensure that the panel and flush mounted module models match those preset on the cloud.
2.1. Log into the akubela Cloud platform using the installer’s account.
2.2.Navigate based on the project type:
—Community Project: Go to Project > Community > Detail > Layout > Device.
—Single-Tenant Project: Go to Project > Single-Tenant > Detail > Layout > Device.
2.3. Check if the product model and name match the actual device users are using.
2.4. If the cloud information is incorrect and the panel’s status is “Not Installed”, click Edit to update it.
3. Register MAC address (Auto Discovery mode). For installations using Auto Discovery, ensure the home center device’s MAC address is registered on the cloud.
3.1. Log into the akubela Cloud platform using the installer’s account.
3.2.Navigate based on the project type:
—Community Project: Go to Project > Community > Detail > Edit.
—Single-Tenant Project: Go to Project > Single-Tenant > Detail > Edit.
3.3. In the Home Center MAC field, enter the home center device’s MAC.
If none of the above steps resolve the issue, contact our technical support. Please be sure to include the following:
1. Device log
2. Data packets
3. Device’s firmware version
4. Device’s MAC address
Refer to this guide on how to obtain the information.