MAC-address Reachability Troubleshooting
:::info Make sure to follow the instructions for adding a device :::
:::info Make sure to follow the instructions for adding a device :::
Make sure your laptop/PC and the controller are on the same IP subnet.
If your laptop has both Wi-Fi and Ethernet active, disable Wi-Fi so discovery packets aren’t sent to the wrong interface.
VPNs often break local discovery. Disable VPN during commissioning.
Local firewalls (Windows Defender, antivirus suites) may block discovery packets. Temporarily allow or disable to test.
Guest Wi-Fi, client isolation, or VLANs may prevent devices from being seen.
Check status LEDs for power and heartbeat.
Older firmware may not support the discovery method (mDNS/UDP broadcast).
If LEDs show error states (red/yellow blinking), reset to defaults.
Ensure Ethernet cable is in the correct LAN port.
Common misreads:
O vs 0 (letter O vs zero)I vs 1 (capital i vs one)Double-check that you’re entering the MAC, not the serial number.
:::info More info about network trouble shooting can be found :::
If DHCP is missing, the controller may not grab an IP. Either set a DHCP reservation or try fixed IP.
Some OS versions resolve devices better with mDNS (hostname.local).
Try:
ping <device>.localResolve-DnsName in PowerShellOutbound ports required:
No inbound needed. If blocked, devices won’t appear.
Refresh or restart commissioning tool.
Ensure you’re logged in to the correct customer/project environment.
Force a rescan (not relying on cached discovery).
Test with another controller to confirm whether the current one is defective.
Swap with a known good cable.
Try another port or bypass managed switch.
If controller doesn’t support PoE, make sure external power supply is connected.