Connection Issues

If your appliance isn’t appearing in the web interface, or data isn’t synchronizing, work through these steps.

Symptoms

• Appliance shows as “Offline” in the web interface
• Dashboard shows no appliances after signing in
• Changes made locally don’t appear in the web interface
• Routes created from the web interface don’t execute

Diagnostic steps

1. Check that services are running

Open the admin panel (http://<appliance-ip>:3030) and scroll to the System section. All services should show as running. If services are stopped, click “Apply Update” to restart them.

2. Verify internet connectivity

The appliance needs outbound internet access to connect to the cloud. Check that:

• The appliance has an IP address assigned (visible in the Network section of the admin panel)
• At least one interface has a gateway configured
• DNS is working (the sign-in flow in the Organization section is a good test — if sign-in works, internet is available)

3. Verify organization association

The appliance must be associated with an organization before it can connect. Check the Organization section of the admin panel:

• If it shows “No organization configured,” follow the association steps.
• If an organization is displayed, the association is complete.

4. Check the environment setting

In the System section of the admin panel, verify the environment toggle matches the cloud environment you’re connecting to:

• Use Staging if you’re accessing staging.birchapp.net
• Use Production if you’re accessing app.birchapp.net

A mismatch here will prevent the appliance from connecting to the correct cloud services.

5. Restart services

If everything looks correct but the connection still isn’t establishing, try restarting:

1. In the admin panel System section, stop and restart the services.
2. Wait 30–60 seconds for the connection to re-establish.
3. Refresh the web interface and check if the appliance appears.

Tip

Most connection issues are caused by a missing organization association or an environment mismatch. Checking these two settings resolves the majority of cases.

Still having issues?

If you’ve worked through all steps above, contact support with the following information:

• The appliance serial number (visible in the admin panel)
• The organization name
• The environment setting (staging or production)
• Which steps you’ve already tried