Support

Device: Gateway 

1. Power Issues 

If the Gateway device is not powered, 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 the Network Interface settings. 

• Verify the correct hardware that 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 that all antennas are properly connected. 

Confirm that the SIM card is correctly inserted and has sufficient data balance. 

On the Ray portal, verify that: 

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 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.