Troubleshoot: "Never connected" status in ZPE Cloud

Troubleshoot: "Never connected" status in ZPE Cloud

This document explains how to troubleshoot "Never connected" issue in ZPE Cloud enrolled devices.  Sometimes, after enrolling a device to ZPE Cloud, it shows as Connected and Licensed or Unlicensed on device, but the status in ZPE Cloud is Never Connected or Offline. 

Error sample on ZPE Cloud 
1. Login as admin to ZPE Cloud. Go to Devices :: Enrolled 


2. From device side, you can check the status in Tracking :: ZPE Cloud :: Device Information. Device is showing as Connected - Licensed



3.  The first troubleshoot step for this situation is to disable the ZPE Cloud service in Nodegrid, wait for 30 seconds and enable it again.
      a. Login to your Nodegrid as admin and go to Security :: Services :: General Services. Disable/Enable checkbox in "Enable ZPE Cloud". 
4. In case step 3 does not work, follow the steps below: 
      a. Login to your Nodegrid as admin. Run shell sudo su - 
      b. Run /etc/init.d/zpe_cloud_agent restart
5. Wait for 3 minutes maximum for device to connect and show Online in ZPE Cloud.
      a. 30 seconds for service initialization, 2 minutes maximum for device to connection (depends on Model and Network connectivity) and 30 seconds of debounce;

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