To allow you to connect remotely to your gateway without needing to perform any special configuration on your home network, Nero utilises a set of relay servers in the cloud. These servers allow your device and the gateway to communicate indirectly using standard Internet protocols.
Occasionally the connection between the gateway and the servers may become interrupted and Nero is unable to reconnect successfully. When this happens the system will continue to work locally but will no longer be accessible remotely or from the My Nero app.
Locating the cause of the error
The main cause of the
no-relay-found error is connectivity interruptions. The two most likely causes of interruption are bandwidth congestion and physical disconnection. Physical disconnection is easily resolved by checking that all the cables are correctly plugged in or the WiFi connection is stable if you are using WiFi.
Network congestion can be harder to diagnose and is usually best tracked by noting when the gateway loses connection if the issue is ongoing. Many things can cause a congestion issue, both inside the home and also with your ISPs network, for example streaming a lot of videos simultaneously.
Why does the error occur when the network seems fine?
When the gateway loses connection to the relays it automatically attempts a new connection to them. Each time it fails it "backs off", adding a little more delay between each connection attempt to prevent causing issues itself. After a number of back off attempts, the gateway will stop attempting to make new connections to the relay servers which will be indicated to the user by a rapidly blinking Service LED on the gateway.
Sometimes this backoff can mean the gateway stops trying to connect during some outage or network issue that was unnoticed by the user but because it has stopped trying to connect it becomes noticeable later.
Resolving the error
If you have confirmed that all the cabling is correctly plugged in and the Internet light is solid or flashing on the gateway then a reboot is most likely to resolve the issue. When you reboot the gateway the software will force a new connection attempt.
If a reboot does not resolve the issue we recommend testing a new Ethernet cable or plugged the gateway into the LAN ports on the modem/router directly to eliminate the WiFi or network switches as causes of the connection issue.
Finally, try a network reset of the gateway. This will set your Ethernet port back to DHCP and turn on the gateways WiFi access point. If your gateway was previously connected to WiFi you will need to plug it in via Ethernet after performing this process. The Nero hardware button operation guide will guide you through the process of resetting the network settings without affecting your configuration or Z-Wave mesh network.
If you are still unable to access the gateway remotely, try to see if you can access it locally. Follow the steps in Connect locally to your Nero gateway to find the local address of your gateway and then try accessing the web interface. You can then raise a ticket with the following information and we will assist you further.
- What is the status of the LEDs on the top of your gateway? Please note which LEDs are on, off, blinking rapidly, or flashing slowly.
- If you can access the gateway, go to Settings then Net & WiFi and click the Troubleshoot network button. After a few moments, you will see an output replace the lower part of the screen. Copy and paste that output into your request.