There could be many reasons why you're unable to get your PLAATO Pro online again. Wifi dropouts, a change in network, the PLAATO Connect has been unplugged... not to worry, this guide will walk you through and ensure you get to the bottom of the mysterious disconnection! Please carry out the steps to get you reconnected and back on track. 🚀
1. The PLAATO Connect is not connected 🔌 Sometimes, the PLAATO Connect can become disconnected by accident. Whether that's by someone needing to use the port for a printer or other reasons.
a) Double check your PLAATO Connect is plugged into power
b) Double check your PLAATO Connect is plugged correctly into the router. The ethernet cable should plug into the WAN Port on the PLAATO Connect and the other end into the LAN port on your WiFi router.
c) Check to see if you have three LEDs illuminated. Three lights means the PLAATO Connect is successfully connected to the internet. Please verify by going to the app and checking Connect. If it shows heartbeats in the last few mins, you're successfully connected. If it does not show heartbeats straightaway, give it 2 mins and refresh the page.
2. Battery Check 🔋 Ensure there is enough battery for the Pro to power on and connect
a) Unscrew the lid and take out the battery pack
b) Check the batteries are fresh and correctly inserted
c) Reinsert battery pack and toggle the device "On"
d) You should see the LEDs light up, which shows there is enough battery to connect.
e) If your Pro does not light up, double check with an additional set of batteries to be sure.
f) If your Pro will not turn on at all despite changing the battery, click here.
3. Change of Wifi Network 📡 Have you recently changed network provider or had any work done on your IT systems? Sometimes, new systems can introduce new firewalls, security measures and IP addresses.
a) Check the PLAATO Connect is connected. If it's showing three lights and heartbeats on your app, you are connected to the internet. Click here to find out why your Pros aren't connecting when your Connect is.
b) If the PLAATO Connect is showing only two lights (left and right) this means connection to internet has been lost via the router.
c) Check with your IT team if security settings have been changed. Access to the following ports is required. Please click here to verify which ports are required for IoT communication.
d) Check to see if the IP address has changed. if so, ask your IT team to reconfigure or click here for further information.
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