After you activate an AP with a Total Wi-Fi or Secure Wi-Fi AP subscription, it may take several minutes for the AP to appear in Wi-Fi Cloud.
If you still do not see your AP in Wi-Fi Cloud, there may be an issue with the provisioning between your AP in your WatchGuard account and your Wi-Fi Cloud account. In this case, you must contact WatchGuard Technical Support to reset your AP in your account to re-provision the AP to Wi-Fi Cloud.
General Troubleshooting Tips
- Make sure your AP is correctly activated for Wi-Fi Cloud with a Total or Secure Wi-Fi subscription, and the subscription is valid and not expired. For more information, see Wi-Fi Cloud AP License Subscriptions. You can view the current license status and expiry date of your APs, and manage your AP license subscriptions in your WatchGuard Support Center account.
- Log in to the WatchGuard Support Center at login.watchguard.com.
- Select My WatchGuard > Manage Products. A list of your activated products appears. You can view your expiration date in the Support Expiration column.
- Select an AP to view the product and license details.
- If you have switched an AP from a local Firebox-managed Basic Wi-Fi AP to be a Cloud-managed Total or Secure Wi-Fi AP, you must perform these steps:
- Purchase and activate a 30-day trial, 1-year, or 3-year Total Wi-Fi or Secure Wi-Fi Cloud subscription.
- During activation, assign the Wi-Fi Cloud subscription to your APs within your WatchGuard account.
- Perform a factory reset on the AP.
- Check that the AP is properly connected to the network, has received an IP address from DHCP, and can connect to the Wi-Fi Cloud server on the correct ports.
- Make sure that the Ethernet cable is correctly connected to the Ethernet port on the AP and the other end of the cable is connected to an Ethernet jack or a port on a switch that is enabled.
- If the AP did not receive a valid IP address from the DHCP server, make sure that a DHCP server is enabled and available on the network to which the AP is connected. If the AP still fails to get a valid IP address, you can reboot it once to try to resolve the problem.
- Make sure that Internet connectivity is available from the network to which the AP is connected. Verify that the required ports for communications to WatchGuard Wi-Fi Cloud (HTTP TCP ports 80/443, and UDP port 3851 to redirector.online.spectraguard.net) are open on the firewall. If you use a web proxy server, make sure the settings allow communication between the AP and WatchGuard Wi-Fi Cloud.