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Troubleshooting: Base Station cannot reach the cloud endpoint

Use these checks when a Base Station does not come online or will not stay connected.

The Base Station connects to the local network over Ethernet. From there it must reach the correct Kontakt.io regional endpoint over outbound WSS on port 443.

For how Outdoor Staff Safe coverage works and how the devices communicate, see About Outdoor Staff Safe coverage.

Symptoms

You may see one or more of these issues:

  • The device does not appear Online in Device Management.
  • Kio Setup Manager does not show Device Verified.
  • The Basics Station session does not stay active in the device web panel.
  • One or more required LEDs are off.
  • The Wi-Fi LED stays on after production setup.

Before you begin

Before you begin, make sure the following are available:

  • Access to the Kio Setup Manager mobile app with the Installer role.
  • Access to Device Management.
  • Access to the Base Station web panel.
  • The deployment ticket with the regional endpoint, trust certificate, client certificate, and client key.
  • The web-panel password recorded during installation.
  • Permission to check the local network port and firewall rules.

Check the device LEDs

  1. Go to the installed Base Station.

  2. Check the front-panel LEDs.

    The following LEDs must be on:

    • Power
    • ETH
    • Status
    • LoRa

  3. If Power is off, check the PoE source or DC power adapter.

  4. If ETH is off, check the Ethernet cable and network port.

  5. If Status or LoRa is off or showing an error pattern, continue with the network and web-panel checks.

Check the Ethernet connection

  1. Verify the Ethernet cable is connected to the Base Station.
  2. Verify the cable is connected to the expected local network port.
  3. Verify the port has internet access.
  4. If the device uses PoE, verify the switch port or PoE injector provides power.
  5. If available, test the Ethernet drop with another device.

Check the firewall rules

  1. Confirm the local network allows outbound WSS traffic on port 443.

  2. Confirm the firewall allows traffic to the correct regional endpoint: wss://chirpstack-gw.cloud.us.kontakt.io:443

  3. If the firewall blocks outbound WSS traffic, ask the local network team to allow the required endpoint.

  4. After the rule is updated, restart the Basics Station session from the web panel.

Check the regional endpoint

  1. Sign in to the Base Station web panel.

  2. Go to the Packet Forwarder menu.

  3. Open the Basics Station forwarder.

  4. Verify the LNS server URI matches the deployment region: wss://chirpstack-gw.cloud.us.kontakt.io:443

  5. If the endpoint is wrong, enter the correct endpoint.

  6. Save the Basics Station configuration.

  7. Save the Packet Forwarder configuration.

Check the certificate files

  1. Sign in to the Base Station web panel.
  2. Go to the Packet Forwarder menu.
  3. Open the Basics Station forwarder.
  4. Verify the trust certificate, client certificate, and client key were uploaded.
  5. Verify each certificate file was imported after upload.
  6. If any file is missing or was not imported, upload the files from the deployment ticket again.
  7. Select Import for each file.
  8. Save the Basics Station configuration.
  9. Save the Packet Forwarder configuration.

Check the packet forwarder settings

  1. Go to the Packet Forwarder menu.
  2. Verify the Embedded NS forwarder is disabled.
  3. Verify the Basics Station forwarder is enabled.
  4. If Embedded NS is enabled, clear the Enable checkbox and save.
  5. If Basics Station is disabled, select the Enable checkbox and save.

Check the antenna setting

  1. Sign in to the Base Station web panel.
  2. Verify External antenna is selected as the signal output.
  3. If the internal antenna is selected, change the setting to External antenna.
  4. Save the setting.

Verify the device in Kio Setup Manager

  1. Open the Kio Setup Manager mobile app.
  2. Tap Install.
  3. Select the parking-lot device category.
  4. Select Base station as the device type.
  5. Scan the QR code on the back of the device, or enter the MAC address manually.
  6. Follow the prompts in Kio Setup Manager.
  7. Verify that the Device Verified message appears.

Turn off the default Wi-Fi access point

  1. Sign in to the Base Station web panel.
  2. Go to Network > Interface > WLAN.
  3. Turn off the default Wi-Fi access point.
  4. Verify the Wi-Fi LED on the front panel is off.

Important: Do not leave the default Wi-Fi access point enabled in production.

Escalate the issue

Escalate to the deployment lead or Kontakt.io Support if:

  • The network firewall allows the endpoint, but the Basics Station session still fails.
  • The certificate files from the deployment ticket do not import.
  • The device cannot keep an Ethernet connection.
  • Kio Setup Manager still cannot verify the device after the web-panel configuration is corrected.
  • The required LEDs do not turn on after power and Ethernet are confirmed.

Include the following details:

  • Site name.
  • Device MAC address.
  • Deployment region.
  • Endpoint configured in the web panel.
  • LED status.
  • Screenshot of the Basics Station configuration.
  • Screenshot or photo of any Kio Setup Manager error.
  • Confirmation that the default Wi-Fi access point is off.