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Cloud Connector Online but No Sensor Data Reporting

Asha Thomas
Asha Thomas
  • Updated

If your Cloud Connector appears online in the Equipment list but no sensors are reporting data, there may be a connectivity or proximity issue. Follow these steps to troubleshoot and get your sensors communicating.

To edit Remote Monitoring settings, you must have the "Edit REM" permission. For more information on different role permissions visit Edit Role Permissions.

Check the Cloud Connector Light

  1. If the LED light on your Cloud Connector is white, the Cloud Connector is online and functioning.
  2. If the LED light on your Cloud Connector is Red or there is no light, the Cloud Connector may be offline. See Cloud Connector Offline Troubleshooting for further instructions.

If Using Wired Ethernet

  1. Contact your internal IT support to confirm:
    • The Ethernet port is active and not disabled
    • The Cloud Connector is connected to a live hub, switch, or router
    • The device has been assigned a valid internal IP address
    • No firewall or network policy is blocking internet access
  2. If your IT team has verified these items and you're still not receiving sensor data, continue to Check Sensor Proximity

Check Sensor Proximity

  1. Make sure your sensors are within range of the Cloud Connector. Move an active sensor into the same room as the Cloud Connector.
    • Wait 30-60 minutes to see if data begins reporting
  2. Alternatively, move the Cloud Connector closer to a group of sensors (within 25-50 ft)
    • If walls are present, reduce the distance
    • Wait 30-60 minutes and check for data
  3. If no data appears after an hour, continue to Try Adding a New Sensor

Try Adding a New Sensor (if available)

If you do not have an unused sensor, skip to Collect Sensor IDs for Support

Add Equipment and Claim Sensors_ Step 1.pngAdd Equipment and Claim Sensors_Step 2.pngAdd Equipment and Claim Sensors_ Step 3.png

  1. From the Menu, tap Remote Monitoring
  2. Tap + Add Equipment in the bottom right
  3. Tap Add Equipment
  4. Name the Equipment, select a template, and enter the manufacturer, model, and serial number
  5. Tap Save and Continue
  6. The camera should activate automatically
    • If a pop-up appears stating that KitchenIQ would like access to the camera, select allow
    • Point the camera at the QR code and adjust for clarity
  7. Name the Sensor, then tap save and continue
  8. Keep the sensor within 5-10 ft of the Cloud Connector. Wait 30-60 minutes to see if data begins reporting

Add Equipment and Claim Sensors_ Step 4.pngAdd Equipment and Claim Sensors_ Step 6.pngAdd Equipment and Claim Sensors_ Step 7.png

For instructions on adding a sensor to existing equipment, see Adding Equipment and Claiming Sensors

Collect Sensor IDs for Support

If sensors still aren't reporting:

1 Confirm Sensor is installed.png2 Confirm Sensor is installed.png

  1. Open your device's camera app (not the KitchenIQ app) and scan the sensor's QR code
  2. Tap the Search Prompt when it appears
  3. A browser will open showing a 20-character sensor ID. Copy or write it down.
    • Do this for at least one affected sensor. You can repeat these steps and collect more if needed
    • Submit a support ticket and provide the sensor ID(s) for further assistance

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