Troubleshooting

Use this hub to choose the safest next step. Start with customer-visible symptoms and collect only the evidence support needs.

Pick the symptom

If you see this	Start here	What to have ready
Router missing, offline, or last seen is old	Router offline or silent	Router label, site, last-seen time, power and LED state
Internet, cellular, APN, or failover is not working	Internet & Cellular	Intended connection path, SIM/APN source, signal quality, WAN status
A setting did not apply	Config Did Not Apply	Job time, setting changed, whether the router stayed online
Firmware update failed or stalled	Firmware Update Issues	Firmware version, update method, power/connectivity state
Sign-in, invite, organization, or role problem	Sign In & Account Help	Organization name, invite status, email that received the invite
You are not sure where to start	Contact Telisky Support	A short description, time tested, and safe screenshots

First safe checks

1. Confirm you are looking at the right organization or site in the cloud portal.
2. Check whether the router is powered and whether its Internet, Cellular, and Signal indicators match the expected connection path.
3. If you are on-site, open the local Web UI only to inspect status or make deployment-approved changes.

Stop and contact Telisky Support if you are about to factory reset a production router, change a SIM/APN you did not receive from your carrier or Telisky, upload firmware you did not receive through an approved channel, or share logs/screenshots that may contain private data.

Evidence that is safe to collect

Safe evidence is usually a screenshot of Dashboard, Devices, a job detail, or the local Web UI status page with private values redacted. Before sharing screenshots from the local Cellular page, redact full IMEI, IMSI, ICCID, phone numbers, SMS details, and exact GPS coordinates unless Telisky Support asks for them through an approved support channel.

Use Contact Telisky Support for the full evidence checklist and examples.