New Comet Pro cannot enable Cloud Service: network connection timed out

Setting up a new GL-RM10 / Comet Pro, and I’m stuck trying to enable Cloud Service to bind it.

I successfully cabled the Comet Pro to a PC to manage, and accessed the console locally via browser connection (both ethernet and wifi addresses). But when trying to set up the Cloud Service I am getting errors:

Bind to KVM Cloud: Access KVMCloud failed
Bind with Code: Generate dynamic code failed, please try again later.

On the Comet Pro’s screen I have tried toggling Cloud Service (even after a reboot of the Comet Pro) and see:

Checking cloud service status…
Network connection timed out. Please check your network connection and try again.

My router has IPv6 disabled.

I did begin the setup process starting only with the Comet Pro screen… once all cables and wifi were set up I then shifted to web console. Got stuck as above so I updated the firmware. I found it odd that I had the “Save config” (something like that) checked, but after flashing/rebooting I had to go through some of the setup again on the Comet Pro screen. It may have remembered the wifi password; not sure.

At the Comet Pro’s terminal I have DNS working/internet reachable (i.e. ‘ping google.com’ gives responses with IPv4 addresses).

What to try next?

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Please make sure your firmware is up to date, and try manually binding the device using the GLKVM app.

If the issue persists, you can export the logs via local access and send them to us(flora.wan@gl-inet.com)

Thanks for your response!

Attempting to bind via S/N from the App gave me this error:

Binding failed; unable to obtain basic KVM device information.

I’ll gather and submit a log.

Jeff

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We've fixed the issue on the cloud server. Could you please try binding your device again?

That did the trick! Thank you :slight_smile:

Hello, I got a new device out of the box today. I updated the software and I'm getting the same error. I can't connect to my cloud account.

If none of the above methods can bind the device, please export the logs to us(flora.wan@gl-inet.com)

message sent, I'm looking forward to your reply

Same issue and we fixed, you can try re-binding the device now.

One problem was solved because it was added to the console, but another one appeared - on the cloud device is always offline but I access it locally via www