Cannot connect to the device(s) (The device is showing offline in the device list)

Check the following:

• Check the cable connection. Is the device correctly connected to the network?
• Is the device turned on?
• Is the device network setting correct?
• Check if the device’s firmware version is up-to-date.
• Check if the DMS Client app is up-to-date.
• Check if a whitelist has been added for DMS Cloud.  See Network whitelist.

The device is showing that it is online, but in DMS Cloud it is listed as offline.

• Check if the device’s firmware version is up-to-date.
• Check if the DMS Client app is up-to-date.
• Clear all cookies on your browser.
• Use Incognito mode on your browser and then launch DMS Cloud.
• Check if a whitelist has been added for DMS Cloud. See Network whitelist.

Cannot power on the device via DMS Cloud

• Ensure that WOL (Wake-on-LAN) Settings is enabled on the device.
• Ensure that the device is connected to the network via the LAN (RJ-45). Wake-on-LAN does not work over a Wi-Fi connection.

Cannot add a device into DMS Cloud

Check if the device supports LAN control.