¶ 1. Check whether CN codes exist on the cloud platform page
Please click "Settings" - "Cloud" to check whether CN code exists on the cloud platform interface.
If the CN code is not displayed on the page, contact the store where you purchased the device. Please explain the situation in detail and provide a picture of the cloud platform interface, and professional technicians will help solve the problem.
¶ 2. Check whether the cloud platform identifier in the upper right corner is connected
If the device has been bound to the APP or slicing software, but the device is displayed offline, it is generally a device network problem and the device is not connected to the AC cloud server. Turn on your mobile phone to connect to the device, and check whether the cloud platform identifier in the upper right corner is connected.
¶ 2-1. When Connected:
If the cloud platform indicates that the network is connected, the network access in the home is restricted by the carrier. You need to contact the carrier to remove the restriction.
¶ 2-2. When Not Connected:
If the cloud platform identifier is not connected, the printer is not connected to the cloud platform. Please use the telnet tool on the PC to check whether the network connection to the AC server is normal.
Operation steps:
1. Open the Control panel, click Enable or Disable Windows Features, and select Telnet client.
2. Open the CMD command and enter telnet mqtt-universe.anycubic.com 8883 to check whether the network connection is normal.
3. If the following page is displayed after you enter the command, the telnet test passes.
(1) If the telnet test fails, check whether the local firewall has restrictions. If the firewall has restrictions, release the firewall rules. If the firewall does not restrict network access, check whether the local carrier restricts network access and contact the local carrier.
(2) If the telnet test is normal but the device cannot connect to the cloud platform, perform the following steps to rectify the fault.
Step 1: Check WiFi Signal Strength
Use a device like a phone to check the nearby WiFi network list, ensuring that you can find and connect to your desired WiFi. If not, try the following possibilities:
① Manual WiFi hiding: If you manually hide your WiFi network, this could be one of the reasons for not being able to find it.
② Device too far: Make sure your device is close enough to the WiFi signal source to find and connect.
Step 2: Confirm WiFi Frequency and Channel
The device only supports the 2.4GHz WiFi frequency. If the router only opens the 5GHz channel WiFi, it will result in a connection failure.
Confirm in the router settings whether the 2.4GHz frequency is also enabled.
Step 3: Verify WiFi Account and Password
Ensure that the entered WiFi account (SSID) and password are correct. Possible issues include case sensitivity errors, special character errors, etc.
Step 4: Check for Router Anomalies
If other products can connect to the same router normally, it might be an anomaly in the router causing the current device not to join.
You can try restarting the router or contacting the router manufacturer for further support.
¶ 2-3. When Already Connected, but unstable or disconnected, unable to connect to the network again:
Step 1: Check WiFi Antenna Contact
Ensure that the device's WiFi antenna is well-connected. Check if the antenna is loose or broken and ensure proper antenna contact. Poor antenna contact may sometimes be related to unstable connections.
Step 2: Check the Stability of the Home Network
It could be an issue with the home network itself causing instability. Please check if other devices also experience similar issues. If so, try optimizing the home network, which may involve restarting the router or contacting the internet service provider for a resolution.
If the above steps do not provide assistance or if you encounter any other issues during subsequent use, we recommend that you create a support ticket.
The after-sales engineers will assist you in finding a solution to the problem(Reply time :1 working day)
Please click this link to submit your ticket: