All devices are in waiting status in cloud

Dear Ruijie Support Team,
I am currently managing 22 Wi-Fi access points, model [strong]RAP2200(E)[/strong].
Yesterday, I had 20 devices online. Out of those, 18 required a firmware upgrade, and 2 were missing from the cloud panel. I started upgrading the 18 devices and then factory reset the missing 2. I scanned their QR codes using the Ruijie Cloud mobile app, and afterward, I could see all 22 devices online and connected in the mobile app.
However, from the web browser on my laptop, I still only saw 20 devices (2 were missing). I accessed one of the APs via its local IP address and noticed that the [strong]time zone and time were incorrect[/strong], so I corrected the time zone. I also changed the [strong]cloud server region[/strong] to the [strong]US[/strong] (unfortunately, I do not recall the previous region setting).
After making this change, [strong]all 22 devices switched to "Waiting" status[/strong] and have remained that way since. I attempted changing the cloud region to various options (Asia, Europe, etc.), but it did not help — the devices are still not coming online.
To troubleshoot, I performed several ping tests from my Windows laptop:

• devicereg.ruijienetworks.com
  [3.74.187.175] — 100% packet loss
  
• ryrcmq-eu.ruijienetworks.com
  [18.196.172.168] — 100% packet loss
  
• cloud-us.ruijienetworks.com
  [52.85.49.26] — successful
  
• ryrcmq-as.ruijienetworks.com
  [47.236.105.2] — successful
  
• Other cloud regions (e.g.
  -la
  ,
  -me
  ,
  -a1
  ) — 100% packet loss
  
  

This suggests there might be a connectivity or routing issue between my network and some of the cloud endpoints.
[strong]Please advise on how I can recover the devices from the "Waiting" state and bring them back online.[/strong] Should I manually reset and re-register them? Is there a recommended cloud region I should point to for Central Asia?
Thank you in advance for your support.

Thank you very much for your inquiry, sir. I would like to know whether these devices can currently access the Internet locally.

GTAC-Eric replied at 2025-7-31 14:21
Thank you very much for your inquiry, sir. I would like to know whether these devices can currently  ...

hi, sure, devices are working themselves, network broadcasting, clients can connect and get access to the internet. The only issue is devices cannot reach Ruijie cloud.

GTAC-Eric replied at 2025-7-31 14:21
Thank you very much for your inquiry, sir. I would like to know whether these devices can currently  ...

Hi, Eirc. I have opened a ticked: CS250731-0072 where I have attached screenshots and some logs. Let me know if you need anything else.

Said M replied at 2025-7-31 14:27
Hi, Eirc. I have opened a ticked: CS250731-0072 where I have attached screenshots and some logs. L ...

Thank you very much for your reply sir, let us resolve this issue under case portal