Failed to Connect to the Cloud(Status LED is Gray)
Possible Cause 1: Incorrect MAC address.
Solution:
Verify that the MAC address registered on the cloud platform matches exactly the MAC address printed on the device label.
Possible Cause 2: Firewall blocking.
Solution:
Test connectivity to the Akuvox cloud server by running a ping command from your network (e.g., ping ecloud.akuvox.com, depending on the cloud server you use). If the ping fails, configure your site's firewall to allow traffic to and from the Akuvox cloud server's IP address or domain.
Click here to check the necessary ports and domains for using the SmartPlus cloud service.
Normal connection:
Failed connection:
Possible Cause 3: DNS server resolution failure.
Export the device system logs (Log Level 7). If you find an error such as "Couldn't resolve host name", the current DNS server is failing to resolve the cloud server address.
Solution:
Change the indoor monitor's DNS server to a public DNS (e.g., 8.8.8.8) on the Network > Basic interface.
Possible Cause 4: Device is connected to the SDMC or ACMS
The device cannot connect simultaneously to the SmartPlus Cloud and SDMC/ACMS services.
Solution:
1. Go to the indoor monitor’s Network > Advanced > Connect Setting interface.
2. If the Connect Mode is set to "SDMC", the device is bound to that local server.
3.Remove the device from the SDMC/ACMS system and close the management software.
4.Reboot the indoor monitor and check if it can connect to the cloud.