Here are a few steps you could take to diagnose a connectivity issue.

First, simply try pinging the gateway that would be assigned to the device as well as ping.alta.inc.  If you have ICMP disabled on the LAN side of your router, this disrupts some features of Alta devices and can manifest as the device showing as Disconnected.

Next, it may be simplest to perform a power-on reset according to our articles documenting the LED diagnostic patterns here. This could recover the device in some circumstances without further intervention.

Windows

1. Press the Windows logo key to open the Start Menu
2. Search Terminal or Powershell

MacOS

1. Press Cmd+Space to launch Mission Control
2. Search Terminal

Mobile

• he.net Network Tools by Hurricane Electric, LLC
  • Play Store
  • App Store
• Fing by Fing Limited
  • Play Store
  • App Store

If the device has no IP address displayed, you may be able to discover it with arp -a. The MAC address can be cross referenced from this output with the MAC address shown beside the disconnected label.

Alternatively, you could use a network scanner or ping sweeper tool to discover all devices that can be reached. Angry IP Scanner is a common tool for this.

If the IP address is known, you can try to reach it with ping <ip address> like ping 192.168.1.25. You should get a response quickly if the device is reachable within the network. This would suggest that your internet connection or firewall may be blocking access to the controller.

If the IP address of the device does not respond to the ping attempt, then you may employ traceroute <ip address> to see where the connection fails inside the network. This may help indicate if a switch interface is down, for example. Try plugging the device into a different interface and test connectivity again.

See also our article on setting up SSH, as this will allow you to access the terminal of your Alta Labs devices and use the tools provided within to find the cause of many connectivity problems.