MAC-address Reachability Troubleshooting

[!INFO] Make sure to follow the instructions for adding a device here

Network Reachability

Same subnet?

Make sure your laptop/PC and the controller are on the same IP subnet.

Correct interface?

If your laptop has both Wi-Fi and Ethernet active, disable Wi-Fi so discovery packets aren’t sent to the wrong interface.

VPN enabled?

VPNs often break local discovery. Disable VPN during commissioning.

Firewall blocking?

Local firewalls (Windows Defender, antivirus suites) may block discovery packets. Temporarily allow or disable to test.

Switches/routers with isolation?

Guest Wi-Fi, client isolation, or VLANs may prevent devices from being seen.

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Device-side issues

Powered on?

Check status LEDs for power and heartbeat.

Correct firmware?

Older firmware may not support the discovery method (mDNS/UDP broadcast).

Factory reset needed?

If LEDs show error states (red/yellow blinking), reset to defaults.

Wrong port plugged?

Ensure Ethernet cable is in the correct LAN port.

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Label vs reality

Reading MAC correctly?

Common misreads:

• O vs 0 (letter O vs zero)
• I vs 1 (capital i vs one)

Serial vs MAC?

Double-check that you’re entering the MAC, not the serial number.

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Network services

[!INFO] More info about network trouble shooting can be found :::

DHCP available?

If DHCP is missing, the controller may not grab an IP. Either set a DHCP reservation or try fixed IP.

mDNS vs MAC discovery

Some OS versions resolve devices better with mDNS (hostname.local).
Try:

• ping <device>.local
• Resolve-DnsName in PowerShell

Ports blocked upstream?

Outbound ports required:

• 80
• 443
• 1194
• 1883/8883
• 123

No inbound needed. If blocked, devices won’t appear.

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Commissioning tool side

Browser caching?

Refresh or restart commissioning tool.

Wrong environment selected?

Ensure you’re logged in to the correct customer/project environment.

Old scan result?

Force a rescan (not relying on cached discovery).

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Hardware / cabling

Faulty EMS-controller?

Test with another controller to confirm whether the current one is defective.

Ethernet cable faulty?

Swap with a known good cable.

Switch port issue?

Try another port or bypass managed switch.

PoE expectation?

If controller doesn’t support PoE, make sure external power supply is connected.

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Last-resort checks

• Scan with nmap or Advanced IP Scanner to see if the MAC is visible at network level.
• Add by IP manually (only if you can discover it outside the tool).
• Contact support if still not visible — possible hardware fault.