Troubleshooting

This page covers checks you do at the router itself. For problems you see in the cloud portal - a router showing offline, a config that did not apply, a firmware job that failed - start with the cloud troubleshooting pages.

Run automatic network diagnostics

Current RC500 firmware can run one bounded, read-only connection test from either management surface:

• On-site: open Network - Diagnostics in the local Web UI.
• Remote: open the device’s Router Settings - Network diagnostics section in the cloud portal. The router must be online so the cloud can start the test.

Choose a profile:

Profile	Use it for
MDM connection	Tests the broker and port the router is actively using for Telisky Cloud. Start here when the router has an internet path but cloud reporting is unreliable.
Internet baseline	Tests a stable public DNS, TCP, and TLS endpoint. Use it to separate general internet failure from a private service problem.
Custom endpoint	Tests a customer hostname or IP, TCP port, and optional TLS handshake. Use it for a private API, VPN-side service, or enterprise collector.

Leave Uplink on Automatic to test the active route, or select wired WAN, secondary WAN, cellular modem 1, cellular modem 2, or upstream WiFi to test one path. The test does not bring a link up, change failover priority, restart networking, or edit firewall policy.

The report checks these layers in order:

1. Uplink and route: confirms the selected interface has a source address and owns the route to the probe.
2. DNS: resolves the hostname through a resolver reachable on that uplink. If DNS fails, an independent numeric-address baseline helps distinguish DNS failure from a wider path failure.
3. Gateway, ping, and traceroute: records packet loss, latency, and responding hops as supporting evidence. Firewalls and carriers may suppress or deprioritize ICMP, so missing replies alone do not prove an outage.
4. TCP and TLS: confirms that the requested port accepts a connection and, when enabled, that the TLS handshake and certificate validation complete.

The summary identifies the earliest actionable failure: unavailable uplink, missing route, DNS-only failure, TCP service failure, TLS failure, or a broader path/return-route failure. A warning means the router could not safely bind one supporting probe even though the independent service path worked. Select Export JSON to attach the machine-readable report to a support case.

Runs are serialized, time-bounded, and rate-limited on the router. If another run is active or the retry interval has not elapsed, wait for the message’s stated interval rather than repeatedly clicking Run diagnostics. Reports do not include passwords, SIM identifiers, device identifiers, or packet payloads.

The router has no power

• Confirm the power supply is connected and the router shows any light activity.
• Try a known-good outlet and the supplied power adapter.

Reading the indicators

The front-panel lights tell you a lot at a glance. See Hardware & LEDs for what each color and pattern means - especially the Internet, Cellular, and Signal indicators.

The local Web UI will not open

• Confirm you are connected to the router (LAN port or its WiFi).
• Open http://192.168.4.1 - type the address exactly, including http://.
• If a device on the router still cannot reach it, reboot the router and try again.

No internet

• Check the Internet indicator.
• If using a wired connection, confirm the WAN cable and that the upstream link works.
• If using cellular, see the next section.
• More detail: Internet & Cellular.

Cellular will not connect

• Confirm the SIM is seated (power off first) and active with your carrier.
• Check the Signal indicator; relocate or improve antennas if it is poor.
• Set the carrier APN under Network - Cellular if it is not connecting automatically.
• See Cellular & SIM.

A device cannot join WiFi

• Confirm the WiFi radio is enabled and the network name and password are correct.
• Try the join QR code from Wireless - WiFi Settings.
• See WiFi.

Port forwarding is not reachable

• Confirm the rule’s external port, internal IP, and internal port.
• On cellular, the carrier may use CGNAT, which blocks inbound connections regardless of the rule. See Internet & Cellular.
• For the complete cloud workflow and troubleshooting sequence, see Cloud Port Forwarding.

A firmware update did not complete

• Give the router time to finish and reboot before acting.
• Confirm power and connectivity were stable during the update.
• Retry the update; if it keeps failing, contact Telisky support.
• See Firmware Updates and Firmware Update Issues.