Use this guide to troubleshoot connectivity issues between the Cloud Connector and sensors in REM.

Verify Cloud Connector Power

Check the Cloud Connector status light.

1. If the light is off (no light at all):
   • Attempt to plug the Cloud Connector power adapter into a different, known-working electrical outlet
   • If the light still does not illuminate (white or red), the power adapter or Cloud Connector itself is likely defective and should be replaced. Submit a support ticket here
2. If the light is red: Proceed to Troubleshoot Cellular Connectivity
3. If the light is blinking white: The Cloud Connector is searching for signal. Wait 10 minutes for it to turn solid white
   • If the light does not turn solid white, submit a support ticket.
4. If the light is solid white: The Cloud Connector has established cellular connectivity. Proceed to Troubleshoot Wireless Connectivity

Troubleshoot Cellular Connectivity (Red Light)

A red light indicates that the Cloud Connector is unable to establish a cellular data connection (T-Mobile or AT&T). Perform the following adjustments:

1. Relocate the Cloud Connector closer to an exterior wall or window
2. Position the Cloud Connector as high as possible
3. Ensure the Cloud Connector is away from large metal objects (shelves, coolers, cabinets) and electrical sources (panels, conduits, wiring)
4. After repositioning, allow at least 2 hours for the Cloud Connector to attempt a connection. If the light turns solid white, proceed to Troubleshoot Wireless Connectivity

Troubleshoot Wireless Connectivity Between Cloud Connector and Sensor (White Light)

If the Cloud Connector displays a solid white light but the sensor is not reporting data in REM, work through the following adjustments one at a time, allowing at least 2 hours after each change and monitoring REM for incoming sensor data before proceeding to the next:

1. Reduce distance: Move the sensor and/or Cloud Connector as close together as possible
2. Shift laterally: If the devices are already in close proximity, reposition the sensor and/or Cloud Connector a few feet to the left or right to alter the wireless path between them
3. Elevate the Cloud Connector: Mount or place the Cloud Connector at the highest available position
4. Change Cloud Connector and sensor orientation: Try the Cloud Connector both laying flat and on its side, as this can improve signal regardless of height. If that does not resolve the issue, adjust the sensor orientation — position it vertically (on edge, as when mounted on a wall in the sensor mount), then horizontally or laying flat
5. Minimize metal interference: Remove the Cloud Connector from any metal shelving or surfaces. Where possible, reposition the sensor so it is not resting directly against a stainless steel wall — placing it on food items or a plastic container may help reduce signal obstruction
6. Minimize electrical interference: Maintain a distance of at least 2–4 feet between both the Cloud Connector and sensor and any major electrical wires, conduits, or breaker boxes — including wiring that may be concealed within walls between the two devices

After each repositioning attempt, leave both devices in the new location for a minimum of 2 hours before evaluating results. If no data appears, attempt another position following the same guidelines above. If all adjustments in this step are unsuccessful, proceed to Troubleshoot Persistent Wireless Connectivity Issues.

Troubleshoot Persistent Wireless Connectivity Issues Between Cloud Connector and Sensor (White Light)

If the adjustments in the previous step did not resolve the issue, perform a proximity test:

1. Proximity test: Move an active, already-added sensor into the same room as the Cloud Connector. Wait 30–60 minutes to see if data begins reporting in REM.
2. If data is now reporting: The sensor and Cloud Connector are too far apart in their original positions. You will need to keep them closer together by relocating the Cloud Connector or the sensor
3. If relocation is not possible: You will need an additional Cloud Connector installed closer to the out-of-range sensor. Contact your Ecolab FSS representative to inquire about obtaining an additional Cloud Connector.
4. If no data after 1 hour: Test with uninstalled sensors if available. If no uninstalled sensors are available or data will not report with new sensors after installation, submit a support ticket