RUIJIE AP suddenly went offline

We constantly received this kind of error on our RUIJIE AP. Are there any settings to look into this on why is it happening?

Hello,

Please kindly refer to this guide to fix your issue. If the issue still exists, please help to collect the result of test screenshots and talk with me again. I would be glad to help you in Community:
https://community.ruijie.com/forum.php?mod=viewthread&tid=3508&extra=page%3D1


Best regards,
Micca

GTAC-Micca replied at 2025-11-19 14:56
Hello,

Please kindly refer to this guide to fix your issue. If the issue still exists, please help  ...

Hello. thanks for the reply.
The AP was already online, what I want to know why we encountered this issue. Is it because of the latest updates? We did not encounter this before, just this month.

RAINEL replied at 2025-11-19 15:02
Hello. thanks for the reply.
The AP was already online, what I want to know why we encountered thi ...

Hello,

There are several possible reasons why a AP may be offline on Ruijie Cloud. Below are the key troubleshooting steps based on the configuration and management platform(Reyee APs):
1. Network Connectivity Issues
    Ensure the AP has obtained a valid IP address, gateway, and DNS settings via DHCP.
    Confirm stable internet access and that outbound communication to Ruijie Cloud is not blocked.
2. Cloud Registration Status
    Use the Ruijie Reyee APP to check if the device appears online.
    If the device shows online in the app but offline on the Ruijie Cloud web portal, try disconnecting your phone from the project’s Wi-Fi:
        If devices remain online in the app, contact Rita for online support.
        If devices go offline, they are not connected to the cloud.
3. Incorrect Cloud Hosting Region
    Ruijie Cloud operates two hosting regions:
        Asia: cloud-as.ruijienetworks.com → resolves to 35.197.150.240
        Europe: cloud-eu.ruijienetworks.com → resolves to 35.234.108.108
    Ensure the region you are logging into matches the one the device has registered with.
4. Outdated Firmware
    Verify the AP is running the latest recommended firmware version.
    Update firmware using the Reyee APP or device web interface if needed.
5. Serial Number Mismatch
    Confirm the serial number on Ruijie Cloud matches the actual device.
    Serial numbers can be found:
        On the device label (back panel)
        In the Reyee APP device details
        Via the device’s web interface under device information
6. CWMP Configuration (if applicable)
    Most Reyee APs automatically register to Ruijie Cloud.
    For models requiring manual setup, ensure correct CWMP settings:
        ACS URL: http://devicereg.ruijienetworks.com/service/tr069servlet
        Adjust domain to cwmpsvr-as or cwmpsvr-eu depending on your region.

Micca