Troubleshooting

If you encounter problems while using DMS Cloud, refer to the following troubleshooting tips to try to solve the problems by yourself. If the problem persists, please contact BenQ Customer Support for help.

Problem

Solution

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.