Why Is My Access Point Offline?

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If your access point won't check in, check the table below for troubleshooting suggestions:

Possible Reasons

Suggested Actions

Not powered on.

  • Check power source to ensure it is working properly.
  • Try unplugging the power connection and plugging it back in.
  • If using PoE, try a different cable or try a wall adapter.
  • If already using a wall adapter, try a different wall adapter.
  • If no lights come on or come on only briefly despite using a working power source, contact Datto Support.

No wired or mesh connection.

If using access point as a wired gateway:

  • Check that the cable connections are secure on both ends, and that a link light is present on your switch or router.
  • Try a different cable.
  • Check your switch or router configuration and logs to ensure it has not disabled the port for some reason.

If using access point as a wireless repeater:

  • Ensure the access point is within range of a wired gateway on the same radio channel.
  • Try wiring it into the local network to verify that it is actually functional.

No network or internet connectivity.

  • Verify that the local network and internet connection are functioning properly.
  • Check your DHCP server lease list to ensure the access point has been assigned an IP address.
  • Increase DHCP IP address range/pool if needed.

Connection blocked.

  • Check for content filters, firewalls or proxies on the network that could be blocking access to dattobackup.com
  • Ensure that you have whitelisted the datto and dattobackup domains and all subdomains (e.g., *.cloudtrax.com, *.datto.com and *.dattobackup.com). 

Invalid MAC address entered

Verify the MAC address matches the MAC address on the bottom sticker, and that there are no typos. MAC addresses only contain the numbers 0 - 9 and letters A - F. For example, the number 8 and letter B look similar, and the letters O and S are invalid MAC address characters.

Firmware needs reflashed.

In some rare cases the firmware may get into a bad state or is outdated which requires you to manually reflash the firmware.

Needs to be rebooted.

In some rare cases the access point may fail to check in to Datto, but can still be remotely rebooted.

If the access point does not check in within 5 - 10 minutes after rebooting, this is likely not the problem.

If you are still unable to get your access point to check in, contact Datto Support.


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