Device: Gateway
1. Power Issues
If the Gateway device is not powering on, replace the DC power source (adapter) and test again.
2. Connectivity Issues
If the device appears offline in the Ray portal:
Check if the WAN (Internet) cable is properly connected to the Gateway device.
Swap the Ethernet cable to ensure the issue isn't due to a damaged or faulty cable.
3. WAN/Internet Line Checks
Connect the WAN cable directly to a PC or Laptop to verify if the ISP line is working.
Try relocating the device to a confirmed working location and check again.
If using:
DHCP: Directly connect to the internet.
Static IP or PPPoE: Console configuration is required. Refer to the relevant console access guide - Click the document.
4. Port & Hardware Verification
Check port status from the Ray portal:
Go to Network Interface settings.
Verify the correct hardware is selected.
Verify that the port has been configured correctly and is currently active
5. SIM Card Issues
If the SIM is not functioning:
Ensure all antennas are properly connected.
Confirm the SIM card is correctly inserted and has sufficient data balance.
On the Ray portal, verify that:
The correct SIM profile is configured.
The correct hardware model is selected.
6. Device Reset
Perform a hard reset:
Press and hold the reset button for 40–50 seconds.
In case of a certificate error, proceed to the next step.
7. Certificate Error
If you see a Certificate Error in the Ray portal, please refer to the Certificate Regeneration document: Click the document .
After regenerating the certificate, a device reboot is required.
8. Console Access
To further diagnose, access the device via console.
Refer to the console access guide/document for instructions.
Device: Access Point (AP)
1. Power Issues
If the AP has no LEDs (no power):
Replace the PoE injector or DC power adapter.
Ensure the PoE switch is supplying power correctly.
2. Device Swap Test
Replace the faulty AP with a working unit.
If the replacement also does not come online, proceed with further troubleshooting steps below.
3. Device Reset
Perform a hard reset:
Press and hold the reset button for 40–50 seconds.
In case of a certificate error, proceed to the next step.
4. Certificate Error
If you see a Certificate Error in the Ray portal, please refer to the Certificate Regeneration document: Click the document
After regenerating the certificate, a device reboot is required.
5. Internet Configuration
For DHCP: Connect directly to the internet.
For Static IP: Configure via console. If unsure, refer to the console access guide.
6. Console Access
To verify device status or configure settings:
Use the console.
Refer to the console access document - Click the document.
Ray Access Points – Complete Troubleshooting Guide
Should the issue persist after completing these steps, contact our support team support@ray.life and generate an RMA ticket.