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Subject: Support Request – RG-AP720-L (SN: G1RPBD1052080) not recognized in Ruijie Cloud / shows Model “Unknown” and Offline (Malaysia) Hello Ruijie Support Team, We would like to request assistance for a Ruijie access point that cannot be properly identified/adopted in Ruijie Cloud even though the unit is still usable as a standalone AP. Account / Project Information Project (Site) Name: NNPS_OFFICE Cloud/App Username: apps@online-it.my Location/Country: Malaysia Device Information Model (label / actual): RG-AP720-L Serial Number (SN): G1RPBD1052080 Current App Status: Model: Unknown, Device offline Background / History This AP is a returned unit after warranty (previously replaced). We kept it as a spare unit. Today we attempted to deploy it again, but Ruijie Cloud does not correctly recognize the model or bring it online in the project. Problem Description (Ruijie Cloud / App) 1) When the device is added/entered in the Ruijie app using the SN/model, the device appears but shows: Model: Unknown** Device: Offline** The app page shows “Device offline” with an estimated disconnection timestamp (2026-06-18 22:52:31). 2) In the same site/network, our other devices are working normally in Ruijie Cloud: The site topology shows the gateway online, and another AP (AP-HOME) online and manageable. Only AP720-L shows 0/1 (offline/unmanaged) in the device topology, indicating the network and cloud connectivity are fine for other devices. Proof / Field Test Report (Unit Functionality) Even though the device is not correctly detected/adopted by Ruijie Cloud, the AP is functional locally: Console access: the AP is reachable via console (USB) and we can log in with default credentials after fresh configuration. LAN configuration: we assigned management IP 192.168.14.100/24 with gateway 192.168.14.1. Client connectivity: the AP can broadcast SSID and clients can connect. Internet access: connected clients are able to access the internet successfully (web browsing and external reachability tests are OK). Request to Ruijie Support Please help us confirm and resolve why this AP is not properly recognized in Ruijie Cloud: 1) Verify whether SN G1RPBD1052080 exists/is valid in the Ruijie Cloud backend database and is eligible for cloud management. 2) Check whether the device is still bound/locked to another cloud account/project (from previous ownership/RMA flow) and assist to unbind/release it so we can adopt it under apps@online-it.my / NNPS_OFFICE. 3) If this device is flagged due to RMA/return status, please advise the official process to re-register / re-enable cloud onboarding. Attachments Provided Screenshot showing device page: Model Unknown, SN G1RPBD1052080, Offline, disconnection time. Screenshot showing NNPS_OFFICE topology: gateway online, another AP online, AP720-L offline (0/1). Please advise what additional information you need (e.g., device MAC address label photo, show version output, device logs from the app “Device Log”, etc.) and we will provide it immediately. Regards, Nabil Online IT / NNPS_OFFICE (Malaysia) Email (Ruijie Cloud): apps@online-it.my |
Engku Mohammad Nabil Engku Hassan replied at 2026-6-19 08:21 Dear Sir, Good day, Have you troubleshot according to this guide? https://community.ruijie.com/forum.php?mod=viewthread&tid=3017&extra=page%3D1 It would help resolve 80% of the issues with the device failing to connect to the cloud. Best regards, Lex |
GTAC-Lex replied at 2026-6-19 12:01 We have 2 units of reyee products that is no problem register to the cloud and FYI the AP are in the same network. No blocking to ruijie website. |
Engku Mohammad Nabil Engku Hassan replied at 2026-6-19 16:27 Ok. We have change the mode to macc and now it's registered in ruijie cloud. Thank you |
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