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Solved Remote access All models IT + EN

I entered my key on the website but the Cloud never receives data (“not found”)

Ho inserito la chiave sul vostro sito ma il cloud non riceve mai i dati (“not found”)

Asked · Updated · 2 answers

Short answer

After a full reset the device has a new key and the Cloud link is off: generate a key, tick “Enable a real public URL”, Save, wait two minutes, then link the key on /account. If it still sends nothing, check the event log for “Clock synchronised (NTP)”: the Cloud link is encrypted and needs the time. A fixed IP address with a missing or wrong DNS server is the usual cause. Clear it (DHCP) or enter a valid DNS, save and restart.

Customer G. 🇮🇹 Italy Question
🇬🇧 English · English translation by our team

Hello, since I received the monitor I read it locally without problems. I enabled the URL, but after entering the key on your site the cloud never received any data. At the URL with the key I get this message: {"error":"not found – this device is not enabled or has not yet sent its public URL"}. I tried a full reset of the monitor but nothing changed. On the modem (Fritz!Box) I left the “open ports automatically” setting. How can I fix this?

Original · Italiano

Buongiorno, da quando ho ricevuto il monitor lo leggo senza problemi in locale. Ho attivato l’URL, ma immettendo la chiave sul vostro sito il cloud non ha mai ricevuto i dati. All’indirizzo URL con la chiave mi restituisce questo messaggio: {"error":"not found – questo dispositivo non è abilitato o non ha ancora inviato il proprio URL pubblico"}. Ho provato a fare un reset totale del monitor ma la situazione non è cambiata. Sul modem (Fritz!Box) ho lasciato l’impostazione “apri porte automatiche”. Come posso risolvere il problema?

Pylon-Monitor teamOfficial answer
🇬🇧 English

Thank you for your message. Your device was sending data to the Cloud until 30 September. The full reset you did created a new access key and switched the Cloud link off, which is why the site now says “not found”. To reconnect it:

1. Open the device’s dashboard on your home network → Settings → “Public JSON access”.

2. Click “Generate random key”, tick “Enable a real public URL (via pylon-monitor.com)”, then click Save.

3. Wait about two minutes so the device sends its first data, then add the new key at https://pylon-monitor.com/account (“Link this device”).

You don’t need to open any port on your router for this: the device sends its data out to the Cloud by itself.

Original · Italiano

Grazie per il messaggio. Il vostro dispositivo inviava dati al Cloud fino al 30 settembre. Il reset totale ha creato una nuova chiave di accesso e ha disattivato il collegamento al Cloud, ed è per questo che il sito ora risponde “not found”. Per ricollegarlo:

1. Aprite la dashboard del dispositivo dalla rete di casa → Settings → “Public JSON access”.

2. Cliccate su “Generate random key”, spuntate “Enable a real public URL (via pylon-monitor.com)” e cliccate su Save.

3. Attendete circa due minuti perché il dispositivo invii i primi dati, poi aggiungete la nuova chiave su https://pylon-monitor.com/account (“Link this device”).

Non serve aprire alcuna porta sul router: è il dispositivo che invia i dati al Cloud da solo.

Customer G. 🇮🇹 Italy Question

I followed the procedure you suggested exactly, but it isn’t transmitting. I’ve attached screenshots of the event log and of the configuration.

Pylon-Monitor teamOfficial answer
🇬🇧 English

Thank you for the screenshots, they show exactly what is wrong, and it isn’t your key, your settings or your router.

Your event log has no line “Clock synchronised (NTP)”: since your full reset, the device can no longer get the time from the internet. Sending to the Cloud is encrypted, and it needs the correct time to work, so the device waits and never sends.

The usual cause is a fixed IP address without a working DNS server. Please open the device’s “Network” page: if a fixed IP address is filled in, either empty all the fixed IP fields to use automatic addressing (DHCP), or fill in the DNS field with your router’s address. Click Save, then unplug the device for 10 seconds and plug it back in.

Within a minute, the event log should show “Clock synchronised (NTP)”, then “Public JSON URL push: success” a couple of minutes later, and your Cloud page will start working again.

Original · Italiano

Grazie per le schermate: mostrano esattamente il problema, e non dipende né dalla chiave, né dalle impostazioni, né dal router.

Nel registro eventi manca la riga “Clock synchronised (NTP)”: dopo il reset totale, il dispositivo non riesce più a ottenere l’ora da internet. L’invio al Cloud è cifrato e ha bisogno dell’ora corretta per funzionare, quindi il dispositivo resta in attesa e non invia nulla.

La causa più frequente è un indirizzo IP fisso senza un server DNS funzionante. Aprite la pagina “Rete” del dispositivo: se è inserito un indirizzo IP fisso, svuotate tutti i campi dell’IP fisso per tornare all’indirizzo automatico (DHCP), oppure compilate il campo DNS con l’indirizzo del router. Cliccate su Salva, poi scollegate il dispositivo per 10 secondi e ricollegatelo.

Entro un minuto il registro eventi dovrebbe mostrare “Clock synchronised (NTP)”, poi un paio di minuti dopo “Public JSON URL push: success”, e la pagina Cloud tornerà a funzionare.

Customer G. 🇮🇹 Italy Question

Thanks to your report, I identified the error, which does not stem from the Pylon-Monitor. The mistake was mine: when configuring the static IP, I entered the router’s private address into the DNS field but omitted three digits. Thank you very much for your assistance.

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#Cloud#public JSON URL#not found#NTP#DNS#static IP#full reset#troubleshooting
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