Router offline or silent

Use this page when a router does not appear in the portal, shows offline, or has an old last-seen time.

Symptom

You see one of these:

• The router is not listed in Devices.
• The router is listed but shows offline.
• Last seen is old.
• Dashboard marks the router as silent, attention needed, or not reporting.
• An installer says the router has power, but the portal does not show a recent contact.

Most common causes

• The router is powered off or still starting.
• The router has no working internet path.
• The SIM is inactive, missing, has poor signal, or needs a carrier APN.
• A private APN/IPsec path reaches the customer network but has no permitted DNS, NTP, MQTT, source NAT, or internet breakout.
• The router is assigned to a different organization or site than the one you are viewing.
• A recent settings change interrupted networking.

Check these first

1. Power: confirm the router indicators are on.
2. Internet indicator: confirm whether Internet is on.
3. Cellular indicators: if cellular is used, check Cellular and Signal.
4. Portal organization: confirm you are viewing the correct organization or site.
5. Devices search: search by router name, label, serial, MAC, or work-order identifier.
6. Last seen: refresh once and wait a minute if last seen is very recent but status still says offline.
7. Recent changes: check whether a configuration, firmware, or network change happened just before the router went offline.

Try this

1. Wait two minutes after power-on, then refresh Devices.
2. If you are on site, confirm the router has internet locally.
3. If wired internet is expected, check the upstream cable and connection.
4. If cellular is expected, confirm SIM activation, APN, antennas, and signal quality.
5. If the router was online before a settings change, review recent Jobs for a failed or in-progress action.
6. If you can reach the local Web UI, confirm WAN or cellular status there.

See Internet & Cellular for connection-specific checks.

For a SIM delivered through a carrier-to-customer IPsec tunnel, use Private APN and IPsec MDM connectivity. That guide includes the required FQDNs and ports, professional reference topology, firewall template, MTU/MSS guidance, and an ordered verification sequence.

Stop and contact support if

• The router has power and internet but never appears in the portal.
• The router appears under the wrong organization or site.
• The router went offline after a firmware update or configuration change and does not recover.
• You are considering a factory reset.
• The router carries traffic for an active site and changes could cause downtime.

Send support

Use Contact Telisky Support and include:

• Organization or site name.
• Router name, label, serial, MAC, or work-order identifier.
• Approximate time the router was powered on or last healthy, with time zone.
• Current LED states, especially Internet, Cellular, and Signal.
• Whether the router should use wired internet, cellular, or both.
• Last-seen time from the portal, if any.
• Screenshot of Dashboard, Devices, or router detail page if available.
• Recent changes, such as SIM swap, APN update, cable move, firmware update, or config push.

Do not send passwords, tokens, SIM identifiers, full logs, GPS payloads, or customer traffic data in public channels.