If an Airtame screen is connected to the internet but displays as Offline in Airtame Cloud, this indicates a connection issue preventing the device from communicating with the cloud service. This is typically due to network security or configuration settings.
1. Check Date and Time Synchronization (Most Common Issue)
The most frequent reason for the connection failure is inaccurate date and time settings on the Airtame device.
Secure connections using protocols like HTTPS require accurate time to work properly . The Airtame device seeks to regularly synchronize its time to an NTP server (Network Time Protocol) .
- Action: Ensure the network allows the Airtame device to reach the required NTP server . If the device cannot set the correct time, the secure connection to Airtame Cloud will fail. Airtame devices must have access to the following hostnames:
Tip: Use our network checker to verify if the right domains are accessible on your network.
2. Verify Firewall and Network Access
If time synchronization is correct, network settings are likely blocking communication. The network firewall must permit connections to the necessary domains and port.
Required Ports and Domains
Ensure the following are permitted through the firewall and that they resolve correctly via DNS:
- Port: Ensure port 443 (HTTPS) is open.
- Airtame Cloud Domain: Ensure the domain airtame.cloud is not blocked by the firewall or web filter.
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CDN Domain: Ensure cdn.airtame.cloud is not blocked. This is a critical component for the device to download the necessary software to establish a secure websocket connection to Airtame Cloud.
- Note: Because Content Delivery Networks (CDNs) do not use static IP addresses, the cdn.airtame.cloud domain should be whitelisted rather than attempting to whitelist specific IPs.
SSL Decryption and Country Restrictions
Some security policies may interfere with the connection by inspecting traffic.
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SSL Decryption: If the network web filter uses SSL Decryption (or Inspection), it may block the secure connection. Disable SSL Decryption Bypass or manually whitelist airtame.cloud.
- Static IP Addresses: The static IP addresses for Airtame Cloud are 75.2.47.197 and 99.83.144.222.
- Country Restrictions: Airtame Cloud is hosted on Amazon Web Service's servers in Germany. If the network has country restrictions enabled, the domain airtame.cloud may need to be whitelisted.