---
title: "Panel Failed to Connect to the Cloud"
slug: "panel-failed-to-connect-to-the-cloud"
updated: 2025-02-25T07:27:53Z
published: 2025-02-25T07:27:53Z
canonical: "knowledge.akuvox.com/panel-failed-to-connect-to-the-cloud"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://knowledge.akuvox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Panel Failed to Connect to the Cloud

### Symptom

akubela panels are unable to connect to the cloud.

### Possible Causes

This issue may be caused by:

- The connected network has no Internet access.
- (For Installation Code setups) The panel and flush mounted module models do not match the ones preset on the akubela Cloud.
- (For Auto Discovery setups) The home center device’s MAC address is not registered on the akubela Cloud.
- Other potential issues.

### **Steps**

1. **Verify Internet access**. Connect the panel to a network with internet access, as the cloud connection requires an active internet connection.
2. **Check model compatibility (Installation Code mode)**. If the panel uses the installation code method, ensure that the panel and flush mounted module models match those preset on the cloud.

- Log into the akubela Cloud platform using the installer’s account.
- Navigate based on the project type:
  - Community Project: Go to **Project > Community > Detail > Layout > Device**.
  - Single-Tenant Project: Go to **Project > Single-Tenant > Detail > Layout > Device**.
- Check if the product model and name match the actual device users are using.
- If the cloud information is incorrect and the panel’s status is “Not Installed”, click **Edit** to update it.

![](https://cdn.document360.io/f09a6106-e976-455e-b2d0-3d88b5385960/Images/Documentation/akubela-panels-failed-to-connect-to-the-cloud-image-oav1iah3.png)

1. **Register MAC address (Auto Discovery mode)**. For installations using Auto Discovery, ensure the home center device’s MAC address is registered on the cloud.

- Log into the akubela Cloud platform using the installer’s account.
- Navigate based on the project type:
  - Community Project: Go to **Project > Community > Detail > Edit**.
  - Single-Tenant Project: Go to **Project > Single-Tenant > Detail > Edit**.
- In the **Home Center MAC** field, enter the home center device’s MAC.

![](https://cdn.document360.io/f09a6106-e976-455e-b2d0-3d88b5385960/Images/Documentation/akubela-panels-failed-to-connect-to-the-cloud-image-3tqd1k1q.png)

If none of the above steps resolve the issue, contact our technical support. Please be sure to include the following:

- Device log
- Data packets
- Device’s firmware version
- Device’s MAC address

Refer to [this guide](https://knowledge.akuvox.com/docs/provide-information-for-troubleshooting) on how to obtain the information.