Cloud Connect Advanced (CCA) - Troubleshooting Internet Access and Network Reliability

This article provides essential Tigo network communication and Internet troubleshooting information.

Contents: 

• Overview
• Data Logger Specific Troubleshooting
• Troubleshooting Common Network Issues
  • Wireless Network Issues
  • Wired Network Issues
• Network Settings
  • ISP (internet service provider) Issues
  • IT Firewall Administrator

Start with this helpful video full of troubleshooting tips:

Data Logger Specific Troubleshooting 

There are three generations of Tigo data loggers. Each model offers a Network Test and unique troubleshooting tips. Click on the link below the device to go to its specific troubleshooting article:

Network Test Configuring Network Troubleshooting Network	Network Test Configuring Network Troubleshooting Network	Network Test Ethernet Cable (only) Troubleshooting Network

If the Data Logger reports an ERROR, then it may be one of the common issues (below).

Troubleshooting Common Network Issues

If your Data Logger is not connecting to the Network, it may be due to the following: 

Wireless Network Issues

(only Tigo CCA and CC Data Loggers offer Wireless/WiFi connection)

Router - Check Connection with the Internet:
A router can become disconnected from the Internet, or even become sluggish and not recognize IP addresses. Try these steps to confirm that the Router is functioning as expected:

• Perform a Modem/Router re-start or power-cycle (allow up to 2 minutes for full reboot)
• Check the network speed with a computer or other Internet-connected device
• Check if the network router is configured for a static or dynamic IP addresses

If your settings are functional but the Data Logger is still not passing data to the cloud, try a restart of the Data Logger. If this does not correct the issue, please contact your IT Administrator or Internet Service Provider (ISP). The service may have security options that disallow outbound data transfer from the Data Logger.

Network Extension Devices - Check Access Points:

Wireless Networks sometimes offer extension devices or access points that connect to the primary modem/router. Examples: 

• Secondary Router(s)
• WiFi Extenders
• Mesh/Relay Network
• MiFi (mobile Network or hotspot)

These products can sometimes be a challenge to connect with, as they can be password protected, have bandwidth issues, or they can become unpaired or out of range (distance from the Router). Make sure to restart all of the connected network access points, and follow the manufacturer's instructions on troubleshooting them, if there is an indication that the connection has failed or has no signal (red LED, etc). In most cases, product assistance for these devices can be found online. 

Wired Network Issues

(all Tigo Data Loggers offer an Ethernet (wired) connection option)

The wired (Ethernet) configuration is highly reliable and the setup is usually very simple. It involves a direct cable connection from the Data Logger to a router/modem. However, networks can include extension devices that may require additional steps to connect. Here are some examples: 

• Active Hub or Switch
• PLA (power-line adapter) 
• Ethernet port on a WiFi extender or MiFi (mobile/cellular WiFi Hotspot)
• Ethernet port on a Network Sharing device (Laptop, Inverter, Meter)

If you are experiencing issues with your Ethernet connection, check to make sure that the cable path is still connecting all network devices and that the cables/connectors are in good condition.

If the network connections are good, remember that most Ethernet extension options require "Device Pairing" to initiate data transfer. If you are unsure about the status of the network device, research the make and model and see if there are Pairing directions available on the internet.

Network Settings

If the Network is a LAN, IPS, DLP, VPN or if it offers an additional security level (firewall, etc), it may block the data that is generated by the Data Logger. If this is the case, please contact your ISP (internet service provider) or Network Administrator for assistance in adjusting these settings. 

ISP (internet service provider) Issues

Check for Security/Spam-Blocker Package:
The local ISP may offer a higher Security or "Spam-Blocker" package to clients. These can affect the type of data that can transfer over a Network. If there is a service package upgrade of this kind, please contact the ISP and confirm that the necessary Firewall/Port Settings have been addressed.

Data Allotment or Bandwidth:

For information about adjusting data transfer and storage capabilities, see:

Tigo Data - Storage and Transfer

Network SSID & Password Issues

Tigo network connectable devices require that the network name (SSID) and the network password includes only alpha-numeric characters. For example, illegal characters like: [!&%,#?.}/+ will not be recognized by Tigo devices.

In addition to this, hidden networks will not be connectable until the network has been made publicly available. Once the device has connected, the network name can be re-hidden.

IT Firewall Administrator Issues

Check Firewall/Port Settings:

If there is a Firewall or security protection for the Network, please be aware of the required Internet Access Range and Port Numbers (below).

If you require troubleshooting assistance, please Contact our Support Team.