CloudConnect Troubleshooting

This page covers common issues that may arise with the CloudConnect device and how to resolve them. Most setup problems can be resolved on site using the mobile app and visual indicators on the device.

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Device Won’t Enter Setup Mode

Symptoms:

• App doesn’t detect device during onboarding

• LED doesn’t flash at all or shows unexpected pattern

Check:

• Hold the configuration button for 5 seconds to reset the device into setup mode

• Look for the double-flash LED pattern, indicating setup is ready to start

• If no LED is shown, replace the batteries or check contacts

Device Not Connecting to Wi-Fi

Symptoms:

• Setup completes, but device does not appear in portal

• LED keeps flashing slowly (Wi-Fi retry)

Check:

• Confirm 2.4 GHz Wi-Fi is available at the installation point

• Recheck SSID and password entered during onboarding (case-sensitive)

• Ensure Wi-Fi security is WPA2 (not WPA3-only or enterprise auth)

• Test signal strength by onboarding closer to the router, if possible

Some business networks or guest Wi-Fi systems block traffic to cloud servers. Check with your network administrator, and use a dedicated service Wi-Fi network where possible.

Device Not Appearing in Portal

Symptoms:

• Setup appears to complete, but device is not visible in the scheme

• No updates or events in portal

Check:

• Confirm you are viewing the correct scheme in the portal

• Check the app to see if the device was marked as “Setup Complete”

• Power-cycle the device by pressing the button once to force a status update

If problems persist, try factory resetting the device (hold the button for 5+ seconds) and repeat onboarding.

Alarm Triggered Unexpectedly

Symptoms:

• Device goes into alarm without visible leak

• External sensor in dry area still triggers alert

Check:

• Wipe built-in probes and external sensor clean - contamination, residue, or condensation can cause false triggers

• If applicable, ensure external sensor wiring is fully seated in the connector

• Look for signs of corrosion, pooled condensation, or damp mounting surfaces

You can test detection by touching the probes or sensor contacts with a wet fingertip—alarm should trigger within seconds.

LED Not Showing Any Pattern

Symptoms:

• No feedback from device when pressing the button

• Device appears unresponsive

Check:

• Confirm fresh AAA batteries are installed and oriented correctly

• Replace batteries if unsure—low voltage can suppress LED entirely

• Hold the config button for 5 seconds and look for double flash

• If still no response, replace device or contact support

Still Having Trouble?

If the above steps don’t resolve the issue:

• Retry onboarding using a different phone (Bluetooth issues are rare but possible)

• Ensure the mobile app and firmware are up to date

• Contact support