Troubleshooting
RAPT Portal | Troubleshooting
Device Specific Troubleshooting
For device specific troubleshooting please refer to the relevant User Guide
Telemetry Troubleshooting
No telemetry displayed in the RAPT Portal
Telemetry may not have been received - this depends on the device's Telemetry Interval. Wait at least 60 minutes for telemetry to be received
Device may not be registered. Navigate to the Registration screen on the device or Captive Portal. If Registration has been successful this will display the message REGISTRATION DONE! If registration was not successful then this will display the MAC Address and Validation Code. Re-register the device
NOTE: The firmware of the RAPT device must be up to date before registration
The device may not be connected to WiFi. Navigate to the Diagnostics screen of the device or Captive Portal and check that the device his currently connected to WiFi
Signal Strength may be too low/intermittent. Check your signal strength. Please refer to the SIgnal Strength Graph below. Signal Strength can be checked in the expanded graph in the RAPT Portal
Error when registering RAPT device
Firmware may be out of date. Select Check for new firmware in the DIagnostics or Setting screen before registering RAPT device
Token timeout. The Validation Code token may have timed out. Reboot the RAPT device. Log out of the RAPT Portal and log back in
Network issue. Ensure the RAPT Portal is open on a device connected to the same WiFi network as the RAPT Device. If the Captive Portal is open on the device, it is not connected to the internet and Registration will not work. Open the RAPT Portal on a separate device such as a laptop or tablet
Firmware issue. A corrupt firmware install can prevent registration. This can happen if a firmware download is interrputed, for example. If the above steps do not allow registration, please refer to RAPT Device Boot Loop Troubleshooting & Recovery Mode to rollback firmware to a good version, then update to the current version
Cannot see a Validation Code
RAPT device not connected to WiFi. Connect the device to your WiFi network
Firmware may be out of date. Select Check for new firmware in the DIagnostics or Setting screen before registering RAPT device
Cannot update firmware | 5379 Error
This is a network issue. The OTA Firmware Update could not be validated or was incomplete. Ensure your device is as close as possible to the router. Check signal strength in Diagnostics
Ensure you have a strong 2.4gHz WiFi signal (not just 5gHZ). Check your signal strength against this table
Other Network issue. Make sure there are no VPNs in use, or filters or other potential issues set up in the router that can block an outgoing signal
If issues persist, reboot the device and also the modem
Cannot update firmware | 28674 Error
This is a network issue. The OTA Firmware Update could not be validated or was incomplete. Ensure your device is as close as possible to the router. Check signal strength in Diagnostics
Error opening an HTTP connection. Check your modem or router settings. A VPN, Firewall or other setting may be blocking outgoing connections - this is a common reason for this error
Ensure you have a strong 2.4gHz WiFi signal (not just 5gHZ). Check your signal strength against this table
If issues persist, reboot the device and also the modem
SIgnal Strength
General Troubleshooting
Cannot log in to RAPT Portal
Password may be incorrect. Select Forgot My Password and reset the password
Device Date and/or Time may be incorrect. This can cause an error when logging in to the RAPT Portal. Check that the Date/Time on the device is accurate and set to Automatic Update
URL may be incorrect. The URL for the RAPT Portal is app.rapt.io - an incorrect login attempt can reset this to id.rapt.io. Manually enter the correct URL
Cannot reset password
There is no Reset Password option in Settings. To reset your password log out of the RAPT Portal. When logging back in select Forgot My Password instead of logging in.
Unknown Error
Device Date and/or Time may be incorrect. This can cause an error when logging in to the RAPT Portal. Check that the Date/Time on the device is accurate and set to Automatic Update
Cannot open RAPT Portal on Mobile Device
Android only. Clear App data. On the Home Screen, find the RAPT icon. Hold the icon until the App Info tab appears. Select Storage and Cache. Select Clear Storage. Once this is done, re-launch the RAPT app.
IOS Only. Delete App. On the Home Screen, find the RAPT icon. Hold the icon until the App Options tab appears. Select Remove App. When prompted, select Delete App. Once deleted, open the App Store and re-install the RAPT App
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