WatchGuard Support Center

Knowledge Base - Article

000017051
 WatchGuard AP does not appear in Wi-Fi Cloud after activation

Information
In some cases, a WatchGuard access point activated with a Total Wi-Fi or Secure Wi-Fi license subscription for Wi-Fi Cloud does not appear in your Wi-Fi Cloud account. 

For example:
  • Your AP does not appear in your Wi-Fi Cloud management, monitoring, or dashboard pages after activation. (Note that it may take several minutes for the AP to appear in Wi-Fi Cloud after you activate the AP in your WatchGuard account)
    • If you have connected your AP to the network after activation, it should appear in Wi-Fi Cloud as "Online"
    • If you have not yet connected your AP to the network after activation, it should still appear in Wi-Fi Cloud as "Offline". 
  • You switched an AP from a local Firebox-managed Basic Wi-Fi AP to be a Cloud-managed Total or Secure Wi-Fi AP, and the AP does not appear in Wi-Fi Cloud after activation with a Cloud license. 
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.
  1. Log in to the WatchGuard Support Center at login.watchguard.com.
  2. Select My WatchGuard > Manage Products. A list of your activated products appears. You can view your expiration date in the Support Expiration column.
  3. 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:
  1. Purchase and activate a 30-day trial, 1-year, or 3-year Total Wi-Fi or Secure Wi-Fi Cloud subscription.
  2. During activation, assign the Wi-Fi Cloud subscription to your APs within your WatchGuard account.
  3. 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.