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Troubleshooting

Work through power, networking, Casambi, dashboard, and integration issues.

On this page

Overview

This guide covers the most common issues encountered with C-Bridge and how to resolve them. Start with the relevant section below, then work through the steps in order.

If you cannot resolve an issue after following these steps, contact support.

Gateway & Power

Device Won't Power On

  • Verify the power supply is plugged in and the outlet is live
  • Confirm the power supply matches the rating on your gateway's label — an unsuitable supply can prevent startup
  • Try a different power cable or supply
  • Check the LED — no LED at all indicates no power is reaching the device

Device Boots but LED Shows Red

  • Indicator meanings depend on hardware revision; check the device guide and verify network status
  • Check Ethernet cable is firmly connected at both ends
  • Confirm the network switch/router is active
  • Try a different Ethernet cable or port

Slow Boot

  • First boot after an OTA update may take up to 3–4 minutes
  • Normal boot time is 1–2 minutes
  • If the device hasn't come online after 5 minutes, power cycle it

Network & Access

Cannot Access the C-Bridge Interface

  1. Confirm you are on the same local network as the C-Bridge device
  2. Try accessing via IP address instead of hostname (check your router's DHCP table for the device's IP)
  3. Try http://cbridge-XXXX.local:3000 — mDNS must be enabled on your device for this to work
  4. Clear browser cache and try again
  5. Restart the gateway and wait 2 minutes before retrying

mDNS Hostname Not Resolving (cbridge.local)

  • mDNS (Bonjour) must be enabled on the client machine
  • Windows: Install Apple Bonjour or use the IP address directly
  • macOS/Linux: Should work by default
  • Try flushing DNS: ipconfig /flushdns (Windows) or sudo dscacheutil -flushcache (macOS)

Wi-Fi Setup Not Working (SoftAP Mode)

  • Ensure you're connecting to the correct CBridge_Setup_XXXX network
  • Navigate to http://192.168.4.1 — not cbridge.local
  • After saving Wi-Fi credentials, allow 2 minutes for the device to reboot and connect
  • If the device doesn't connect to Wi-Fi, verify the SSID and password are correct and the signal is strong enough at the installation location

Casambi Connection

Casambi Network Not Connecting

  1. Verify your Casambi admin credentials are correct
  2. Confirm the Casambi network is commissioned and active (check in the Casambi app)
  3. Ensure C-Bridge is within Bluetooth range of the Casambi network
  4. Disconnect and reconnect the Casambi cloud from Settings → Devices → Casambi Cloud

Devices Not Appearing After Discovery

  • Confirm devices are online in the Casambi app
  • Ensure the Casambi network is connected in C-Bridge settings before running discovery
  • Check that C-Bridge is within range — run a site survey with the Casambi app if uncertain
  • Try running device discovery again after waiting 30 seconds

Device Shows as Offline in C-Bridge

  • Check if the device is responsive in the Casambi app
  • Verify the device has power
  • Bluetooth range issues can cause intermittent dropouts — consider repositioning the gateway
  • Restart the C-Bridge device if multiple devices are simultaneously offline without a clear cause

Dashboard & UI

Floorplan Not Loading

  • Confirm Smplr.space is accessible from your network
  • Check that the floorplan has been published in Smplr (not just saved)
  • Try refreshing the page
  • Clear browser cache

Areas Not Showing After Fetch

  • Confirm changes in Smplr were published before fetching
  • Go to Settings → Areas → Sync from Map and retry
  • If areas still don't appear, log out of Smplr and back in, re-publish, then fetch

Controls Not Responding

  • Check if the device is online (green status indicator)
  • Check Casambi network connectivity
  • Confirm the user account has permission to control devices
  • Try refreshing the page — a stale WebSocket connection can cause non-responsive controls

Dashboard Shows Incorrect Device Status

  • Status is delivered via WebSocket. A stale connection can cause the display to fall behind
  • Refresh the browser to re-establish the connection
  • If the issue persists, check system health: Settings → System → Health

Alerts

Not Receiving Alert Emails

  • Check the spam/junk folder
  • Verify recipient email addresses are entered correctly in the alert configuration
  • Confirm the C-Bridge device has internet connectivity
  • Test by creating a test alert condition

Too Many Emails

  • Motion alerts are rate-limited to one per 30 minutes per area by default
  • For energy alerts, review your configured thresholds — they may be set too low
  • Confirm only the right users are added as recipients

BACnet

C-Bridge Not Discoverable on BACnet Network

  • Verify BACnet is enabled in Settings → BACnet
  • Confirm the device instance number is unique on the network
  • Check that C-Bridge and the BMS are on the same subnet
  • Verify UDP port 47808 is not blocked by a firewall
  • Try using YABE (Yet Another Bacnet Explorer) for diagnostics

BACnet Objects Not Updating

  • Check the update mode setting (real-time vs. polling)
  • Verify the Casambi network is connected and devices are online
  • Confirm the BMS is polling the correct object IDs

BACnet Write Commands Not Working

  • Verify write permissions are enabled for the relevant objects
  • Confirm you're writing to the correct object type (AO for dimming, BO for on/off)
  • Check the priority level being used — lower priority numbers override higher ones

Software Updates

Update Fails to Install

  • Check internet connectivity before retrying
  • Ensure the power supply is stable — avoid updating if on a marginal power supply
  • Wait 5 minutes and retry
  • If repeated failures occur, contact support with the error message

Device Unresponsive After Update

  • Wait up to 4 minutes — the device may be completing a reboot sequence
  • If the device does not return online, contact support before interrupting power; an update may still be in progress
  • Recovery behavior depends on the installed update configuration. See Firmware & Updates and contact support before manual recovery

User & Login Issues

Cannot Log In

  • Verify email and password are correct
  • Check caps lock is off
  • Use the Forgot Password flow to reset
  • Confirm the account exists — ask an admin to verify

Google Login Not Working

  • Ensure the Google account email matches the email registered in C-Bridge
  • Check that the user account has been created in C-Bridge first — Google login does not auto-create accounts
  • Try signing out of Google in the browser and signing back in

Locked Out of Admin Account

  • Use the default admin account (admin@cbridge.local) if it was not removed or changed
  • Contact your system integrator or support if all admin accounts are inaccessible

Getting Further Help

If the steps above don't resolve your issue:

  1. Check the FAQ — answers to common questions
  2. Submit a bug report — contact support
  3. Contact support — include your hardware serial number, software version, and a description of the issue

To find your software version: go to Settings → System → About

Content reviewed October 3, 2026. Interface labels and feature availability can vary by software release.

Need help? Contact support with your gateway model and software version.