1. Purpose
This document provides a detailed troubleshooting procedure for cases where a Pronto edge device appears Offline in the cloud dashboard, but the on-site network and POS transactions continue functioning normally.
This scenario indicates a control-plane failure while the data-plane remains operational.
2. Scope
Applies to:
Pronto LTE routers
Cloud-managed deployments
Restaurant / café / bar networks
NOC dashboard monitoring discrepancies
Does NOT apply to full WAN outage cases.
3. Background – Architecture Overview
Pronto routers operate with:
Data Plane → Routes client traffic (POS, LAN, Wi-Fi)
Control Plane → Maintains secure TLS tunnel to cloud for:
Monitoring
Telemetry
Configuration sync
Heartbeat updates
A failure in the control plane does NOT always impact traffic routing.
Common causes in LTE deployments:
CGNAT session timeout
Carrier IP rotation
NTP Sync failure
NTP communication blocked
4. Problem Description
Observed in Dashboard: Pronto devices shows offline while endpoints are working and communicating to public services.
Device shows Offline
Health score unavailable
No telemetry updates
Reported by Site:
POS processing normally
Internet working
No user complaints
5. Business Impact
NOC visibility lost
Configuration changes cannot be pushed
Alerts suppressed
False outage escalation
Severity Level:
Medium (High if prolonged > 30 minutes)
6. Common Root Causes
Management TLS tunnel handshake failure
Outbound port or pronto public IPs blocked by upstream firewall
DNS resolution failure for cloud endpoint, If ISP allocated private DNS failed
Router time (NTP not Sync) drift breaking TLS validation
Pronto HB to other Tenant or Portal
Endpoints are passing traffic via other layer 3 devices
7. Detailed Troubleshooting Procedure
Step 1 – Validate Data Plane
From back-office PC execute below command to config reachability.
ping 8.8.8.8
Traceroute 8.8.8.8
Confirm internet is working and traffic is passing through pronto gateway (Router)
Run test payment transaction if possible.
If POS fails → This is NOT control-plane-only.
Step 2 – Validate Router Internet Reachability
From router (if CLI available):
Test DNS resolution of cloud endpoint.
Test DNS resolution for HB URL from endpoints as well.
If DNS fails → investigate DNS separately.
Step 3 – Check Public IP Stability
From router status page:
Check LTE uplink status, if configured
Check Wired Uplink status, (Active/Down), in PCC portal
Compare with previous IP (if logs available)
If IP changed recently:
Likely a CGNAT session reset. If the uplink IP subnet changes but the router’s line protocol does not go down, Pronto will automatically renegotiate DHCP to obtain a new uplink IP after waiting 10–15 minutes.
Step 4 – Verify NTP Synchronization
Check NTP communication, If blocked
TLS validation may fail
Tunnel cannot re-establish
HB communication will fail, events sync will be stopped.
Note: Check for auto-NTP fallback to default public NTP or PCC HTTP NTP in case UDP Port 123 is blocked
Restart NTP sync - Update any public NTP in PCC dashboard, and reload the pronto device
Step 5 – Restart/Reset Pronto Device, after setting manual
Configure NTP via PCC portal
Restart or Reset the Pronto to synchronize with PCC portal
If reset/Restart does not solve the issue, probably NTP port is blocked, wait for Router to fall back on Pronto HTTP NTP server (usually takes up to 15 Minutes)
Avoid full reboot/reset unless necessary, it would disturb the communication
8. Resolution Scenarios
Scenario A – NTP Drift
Correct time →
By setting the correct NTP via configuration and reboot
After Reboot wait for auto NTP fallback (take 15 to 20 mins)
Scenario B – Firewall Blocking NTP Port or HB traffic
Check if is there any firewall on ISP Router or in transit blocking HB communication between Pronto devices and cloud controller
Use below command on windows machine to check NTP communication (client must be behind the Pronto)
# w32tm /stripchart /computer:pool.ntp.org /dataonly /samples:5
Scenario C – Device HB in different Tenant or Portal
After following all above steps, if Pronto device does not recover than contact Pronto Support.
9. Validation After Resolution
Confirm:
Device shows Online in dashboard
Telemetry updates resume
No further state flapping
Public IP stable
10. Preventive Measures
Reduce management idle timeout (if configurable)
Ensure NTP redundancy
Monitor frequent LTE IP rotation
Document required outbound cloud ports