Kaiterra Square Connectivity FAQs & Troubleshooting Guide

This article is intended for individuals that respond to IT-related issues. It answers common connectivity questions (Server settings, MQTT setup, Modbus, etc.) and provides connectivity troubleshooting steps.

What servers does the Kaiterra Square connect to?

  • MQTT server:
    • mqtt.kaiterra.com port 8884
    • mqtt.kaiterra.cn port 8884*
  • API server:
    • api.kaiterra.com port 443
    • api.kaiterra.cn port 443*
  • Firmware download:
    • dl.kaiterra.com port 80 
    • dl.kaiterra.cn port 80*
  • NTP server:
    • time.kaiterra.com port 123
    • time.kaiterra.cn port 123*
*Inside Mainland China only.

What's the requirement for Wi-Fi on the Kaiterra Square?

The Wi-Fi has to be 2.4GHz. 5GHz Wi-Fi is not supported.

The following Wi-Fi standards are supported: 802.11b/g/n or Wi-Fi 1/3/4 with the new naming.

Security standards including the latest 64/128 WEP, WPA-PSK, WPA2-PSK, WPA and WPA2 Personal are supported.

WPA2 Enterprise is NOT supported.

WPA/WPA2 are fulfilling the most part of 802.11i.
The latest version of WPA3 is NOT supported.

Internal PKI (Public Key Infrastructure) is NOT supported.

For more information on connecting the Kaiterra Square to Wi-Fi click on the link below:

https://support.kaiterra.com/kaiterra-square-wi-fi-pairing-guide


Can the Kaiterra Square send data to another MQTT server?

The Kaiterra Square supports secondary MQTT. For more information, please refer to our support center article on Secondary MQTT Format for Enterprise Devices.


What happens to the data recorded while the Kaiterra Square is offline?

The Square has 1 hour of backup storage, which allows the device to upload readings in the case of a temporary network connection drop.


How much data does the device transfer? What are the bandwidth requirements?

Various data is sent over the device's network connection, including maintaining a secure connection, checking for firmware updates, and uploading your data to the cloud (and your dashboard/app). 

This data usage averages out to roughly 10MB per day.


Is the Kaiterra Square on the network?

On the network itself, the device should be seen as connected and transmitting data to the Kaiterra cloud. The device can be identified by its Wi-Fi MAC address, which is printed on the front of the device.

If the device cannot be found on the network, the device has not successfully connected and should go through the connectivity setup process again.

If the device can be found on the network, but no data is being sent outward, the network should be checked for any rules or restrictions that are preventing the device from communicating with the Kaiterra cloud.
Examples include:

  • DHCP-related restrictions
    Such as a limited DHCP scope or manual/static IP address requirements
  • Server/Port-related restrictions
    Such as blocked or limited communication with our servers and/or ports
  • Connecting to a non-supported Wi-Fi frequency or security protocol
  • Whitelisting requirements by the network to allow for proper communication
  • Network rules and policies that force-disconnect unrecognized devices

On the Kaiterra Square, you can check the network connectivity status by going through the Kaiterra Enterprise Configuration Tool and running a Network Diagnostics test.

  • First, turn the device off and back on in order to enable Configuration Mode*.
  • Connect to the Kaiterra Square using the Kaiterra Enterprise Configuration Tool.
  • Once connected, navigate to the Diagnostics tab and press “Start Test”.
  • If all required communications have a green check mark, the device should be connecting properly. If there are any red “x” marks or "!" marks, make sure the corresponding server/port is enabled on the network and, if needed, send a copy of these results to support@kaiterra.com for further assistance.

If you have confirmed that the Kaiterra Square is on the network and is still having connection issues, move on to the second step to confirm if the Kaiterra Square is uploading data to the Kaiterra cloud.

*If you have disabled Configuration Mode from appearing, the device must be factory reset.


Is the Kaiterra Square uploading data to the Kaiterra cloud?

Especially in corporate settings, the Kaiterra Square will occasionally be able to connect to a Wi-Fi (or Ethernet) network but will be unable to communicate with our servers.

If you have verified that the Kaiterra Square is properly connected to the network but is unable to communicate with the Kaiterra cloud (aka. The device appears offline on the Kaiterra Dashboard), please ensure that communication to our MQTT, API, firmware download, and NTP servers are open and available on the network.

(see "What servers does the Kaiterra Square connect to?" above).

If you have not already (from the previous section), please run a Network Diagnostics test using the Kaiterra Enterprise Configuration Tool and send the results to support@kaiterra.com, including any pertinent information about the device and network setup, such as:

  • The device serial number
  • Network configuration, and
  • Any troubleshooting steps you have already attempted.

Our support team will be more than happy to help you troubleshoot your network connectivity issues.