If connectivity problems occur and you cannot get a connection between your device and the Insight app, start with the following general troubleshooting steps:
- Make sure that the device is powered on.
This is relevant because, for example, a ReadyNAS device can be powered off through a schedule. - Make sure that the cable connections between your device and your network are good.
- Make sure that your device is connected to the Internet and that the Internet connection is good.
- Make sure that the LEDs on your device do not indicate a problem.
- For devices that support a Cloud LED, make sure that the Cloud LED indicates that the device is connected to the cloud.
If you did not yet discover the device using the Insight app and add the device to an Insight network, follow the steps in this article: How do I discover, add, and register devices in the Insight app?. - Make sure that the device is functioning in the Insight management mode (which it is by default) and not in the local browser–based management interface mode.
- Make sure that the device is running the latest device firmware.
If the previous steps do not resolve the problem, click the following links in the order suggested to jump to the information and instructions for the specific troubleshooting procedure:
- Make sure that the Insight app can recognize your device.
- Reboot your device using the Insight app.
- Remove and re-add your device to the network using the Insight app.
- Reload the configuration on your device using the Insight app.
- Reset your device to factory default settings.
1. Make sure that the Insight app can recognize your device.
If the Insight app cannot communicate with your device, the Insight app might still recognize your device.
To check if the Insight app recognizes your device:
- Launch the Insight app.
- If the managed devices do not display, in the menu at the bottom, tap Devices.
- Find your device.
- Determine the device status:
- If your device does not display, the Insight app does not recognize your device.
- If your device displays with a red icon, the Insight app recognizes your device but cannot communicate with it.
- If your device displays with a green icon, the Insight app recognizes your device and can communicate with it.
2. Reboot your device using the Insight app.
Some communication problems between the Insight app and your device can be resolved by rebooting your device.
To reboot your device using the Insight app:
- Launch the Insight app.
- If the managed devices do not display, in the menu at the bottom, tap Devices.
- Select the device that you want to reboot.
- Scroll down to the bottom and tap REBOOT.
A warning displays. - Read the warning and tap CONTINUE.
A notification displays.
The device reboots and is offline for a few minutes. - Click OK.
The device page displays again.
3. Remove and re-add your device to the network using the Insight app.
Some communication problems between the Insight app and your device can be resolved by removing and re-adding your device to the network using the Insight app. (You do not physically remove and re-add the device to your network.)
To remove and re-add your device to the network using the Insight app:
- Launch the Insight app.
- If the managed devices do not display, in the menu at the bottom, tap Devices.
- Select the device that you want to remove.
- Scroll down to the bottom and tap REMOVE.
A warning displays. - Read the warning and tap REMOVE.
The device is removed and the list of devices displays again. The device that you just removed is now listed as an unclaimed device. - Select the same device.
- Tap ADD DEVICE.
- If you want to rename your device, in the Device Name field, enter a new name.
- Tap NEXT.
A warning displays. - Tap CONTINUE.
The device is added to the network. This process can take up to 10 minutes. - Tap VIEW DEVICES.
The list of devices displays again. When the process of adding the device to the network is complete, the device displays with a green icon.
4. Reload the last saved cloud configuration on a device using the Insight app.
If communication problems occur between the Insight app and your device, reloading the last saved cloud configuration could resolve those problems.
You can reload the last saved cloud configuration for a device from your cloud account. During this process, the device goes offline for several minutes while the configuration is erased, the last saved cloud configuration is reloaded, and the device is rebooted for the changes to take effect.
To reload the last saved cloud configuration on a device through the Insight app:
- Launch the Insight app.
- If the managed devices do not display, in the menu at the bottom, tap Devices.
- Select the device for which you want to view diagnostics.
- Scroll down and tap Diagnostics.
By default, Ports is selected.
The diagnostics options that are supported for the selected device display. - Tap Reload Configuration.
The Reload Configuration page displays. - Tap RELOAD.
A notification displays.
The configuration is reloaded and the device is offline for a few minutes. - Tap OK.
The diagnostic options display again.
5. Reset your device to factory default settings.
If you cannot resolve communication problems between your device and the Insight app, reset your device to factory default settings to see if that resolves the problem.
To reset an Insight-managed switch or access point to factory default settings:
- Launch the Insight app.
- If the managed devices do not display, in the menu at the bottom, tap Devices.
- Select the switch or access point that you want to remove.
- Scroll down to the bottom and tap REMOVE.
A warning displays. - Read the warning and tap REMOVE.
The switch or access point is removed and the list of devices displays again. The switch or access point that you just removed is now listed as an unclaimed device. - Locate the recessed reset or factory default button on the switch or access point.
- Insert a device such as a straightened paper clip into the opening,
- Press the button for up to 10 seconds.
The switch or access point resets to factory default settings and the Power LED lights amber.
For more troubleshooting help, see the hardware installation guide (HIG) for your switch or access point. You can download your product’s HIG from your product’s support page under Documentation.