Hi  @TPQue11 

Thanks for posting here. 

Please refer to the following troubleshooting steps:
    1. Check the LED status on the hardware controller, especially the cloud LED.
    2. Verify that your router is functioning correctly. Connect a computer to the hardware controller's second LAN port and ping the external IP (e.g., ping 8.8.8.8) to confirm if the ping result is reachable.
    3. Verify if you can access your controller using its local IP address from the LAN network. If possible, navigate to Global View > Settings > Cloud Access and re-enable cloud access.
    4. Reboot your hardware controller. Try replacing the cable between the hardware controller and your router or switch with another short, high-quality cable.
    5. (Optional) Reset your hardware controller. It is recommended to back up the current settings so you can manually restore them after the reset. To back up settings, go to Global View > Settings > Maintenance > Backup & Restore.
 

If the issue persists, please let us know the results of the above steps.