The Portal Light LED is solid red after installation, after a Wi-Fi network reconfiguration, or after a reboot. A red LED means the Portal Light cannot connect to its configured Wi-Fi network or cannot reach Kio Cloud.
Before you troubleshoot
Allow up to 3 minutes after Wi-Fi credentials are applied before concluding that the connection failed — the Portal Light reboots and reconnects during this time and the LED will blink before settling to green or red. If the LED is still red after 3 minutes, work through the checks below.
Check 1: Wi-Fi credentials are incorrect
Wi-Fi credentials are case-sensitive. A single incorrect character — including a capital letter, space, or special character — causes the connection to fail.
Open the Portal Light's action menu in Kio Setup Manager and tap Configure network.
Review the current SSID and re-enter the Wi-Fi Network SSID and Password exactly as they appear on the network.
Note: If available networks are shown, tap the target network name to populate the SSID without typing it, then enter the password carefully.
Tap Connect and wait up to 3 minutes for the LED to turn green.
If the LED turns green, the credentials were the issue.
Check 2: Wi-Fi network is not in range or not broadcasting
The Portal Light may be installed too far from the access point, or the target SSID may not be broadcasting at this location.
- Open the Portal Light's action menu and tap Fetch diagnostic report.
- Review the Main network visible and Main network RSSI results.
- If Main network visible shows as not visible: the access point is out of range or the SSID is incorrect. Verify the SSID and access point placement.
- If Main network RSSI shows a weak signal (weaker than approximately −70 dBm): the signal is insufficient. Relocate the Portal Light closer to the access point or add a closer access point.
- Review Nearby networks to see all networks the Portal Light can detect. Confirm the target network appears in the list.
Check 3: Enterprise Wi-Fi requires additional setup
If the network uses WPA2-Enterprise, TLS, TTLS, or PEAP authentication, standard credential entry in Kio Setup Manager is not sufficient. Enterprise networks require certificate-based or EAP authentication that must be configured with Kontakt.io support assistance.
- Confirm with your IT team whether the Wi-Fi network uses enterprise authentication.
- If it does, submit a support request before continuing. Include the network authentication type and the Portal Light's Unique ID.
Check 4: Portal Light can connect to Wi-Fi but not to Kio Cloud
A green LED confirms Wi-Fi connectivity, but the Portal Light also needs internet access to reach Kio Cloud. If the LED turns green but the Portal Light remains offline in Device Management, the network has Wi-Fi but is blocking internet access.
- Tap Fetch diagnostic report from the Portal Light's action menu.
- Review the API connection and Event collect connection checks.
- If these fail while Connected to Wi-Fi passes: a firewall or network policy is blocking outbound traffic to Kio Cloud.
- Contact your IT team and confirm that the Portal Light's network allows outbound HTTPS traffic to Kontakt.io cloud endpoints.
Check 5: Certificate is expired or mismatched
If the device's API certificate does not match the current Kio Cloud certificate, the Portal Light cannot authenticate even with a working network connection.
- Open the Portal Light's action menu in Kio Setup Manager.
- If Update certificate appears at the top of the list, tap it and follow the prompts.
- Wait up to 3 minutes for the Portal Light to reboot and reconnect.
If the issue persists
If the LED remains red after working through all checks above, contact Kontakt.io support. Include:
- Portal Light Unique ID (from the device label or Device Management)
- Portal Light model (Portal Light, Portal Light 2, or Portal Light 2S)
- Wi-Fi network type (WPA2, WPA3, Enterprise, etc.)
- Results from the Fetch diagnostic report — note which checks failed
- A description of the LED behavior