---
title: Troubleshooting connection issues for the Network Pro
description: Use Field app to verify that the Network Pro ONE is working and that the 1-to-1 association with an SCS Controller has been properly configured.
---
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June 8, 2026
# Troubleshooting connection issues for the Network Pro
## Use Field app to verify that the Network Pro is working and that the association with an SCS Controller has been properly configured.
### Before starting
- **Activate the Network Pro as part of the installation process** - The Network Pro will not start advertising or communicating over Bluetooth until it is activated. We recommend that you always configure the Network Pro first and then plug it in while working on the mounting process to reduce this wait time. Find out more about Network Pro activation options in the [installation manuals](https://support.aofrio.com/network-pro-user-manual?hsLang=en).
- **Set up Field app** - [Download Field app onto your mobile device](https://support.aofrio.com/field-app-software-overview?hsLang=en)
---
### Connect to a nearby Network Pro to start troubleshooting
| **Step** | **Details** |
| --- | --- |
| 1. To verify the Network Pro with Field app, open Field app and either: - Scan the QR code on the Network Pro with your mobile device camera OR - Select the Network Pro from the list of available devices displayed on the Field app homepage and click **CONNECT**. | |
| 2. Click **REFRESH** button to retrieve the latest data from the AoFrio Cloud then read through the **CHECKLIST** screen to verify each function is operating as expected.  a dark green check mark shows the function is operating as expected.  a yellow check mark highlights a potential problem.  a red cross shows that the function is not working, and installation is incomplete. If all items are marked with a dark green check mark, then the device is fully operational. For assistance with functions marked with a yellow check mark or a red cross refer to the section on **Verification troubleshooting** below. |  |
| 3. To check cellular connectivity, click **GATEWAY DETAILS** and review the signal strength and the connection between AoFrio’s Cloud and the Network Pro. |  |
---
### **Verification troubleshooting**
| **Icon** | **Problem observed & possible cause** | **Possible solution** |
| --- | --- | --- |
| - | **Can’t see Network Pro serial number in the list of devices in the Field app.** - User role may not have access to the Network Pro ONE feature. - Network Pro hasn’t been activated and therefore is not advertising over Bluetooth yet. | 1. First, make sure the Network Pro is powered. Refer to the section on LEDs in the [New Build Installation Manual](https://support.aofrio.com/hubfs/NetworkPro%20Installation/AoFrio_WT9820_i1%20NetworkProInstallationGuide%20OEM%20NEWBUILD_Dec.pdf?_gl=1*91r3yv*_ga*NjkzMDU2MDA3LjE2NjY3MzM1ODU.*_ga_Q33213CMSY*MTcxODMzNTM5OS4xMDk5LjAuMTcxODMzNTU5Mi42MC4wLjA.*_gcl_au*MTk1MTgxNDUzOC4xNzEzNzMxODI4&hsLang=en) if required. 2. The Network Pro can take several minutes to activate. Please wait and try again. 3. If neither of these options work, contact AoFrio Technical Support and request Network Pro access in the Field app. |
|  | **Red cross next to Mobile Network** The cellular account has not been activated. This may mean the mobile provider is not available in the area. | 1. See Troubleshooting with LEDs in the [New Build Installation Manual](https://support.aofrio.com/hubfs/NetworkPro%20Installation/AoFrio_WT9820_i1%20NetworkProInstallationGuide%20OEM%20NEWBUILD_Dec.pdf?_gl=1*91r3yv*_ga*NjkzMDU2MDA3LjE2NjY3MzM1ODU.*_ga_Q33213CMSY*MTcxODMzNTM5OS4xMDk5LjAuMTcxODMzNTU5Mi42MC4wLjA.*_gcl_au*MTk1MTgxNDUzOC4xNzEzNzMxODI4&hsLang=en) to check the cellular network status. 2. Contact AoFrio support. |
|  | **Yellow check mark next to Mobile Network** Network Pro is in a location with poor cellular coverage | 1. Move the Network Pro to another location where it has a stronger signal reception |
|  | **Red cross next to Cloud connection** Network Pro has not been able to connect with the AoFrio Cloud. It needs a connection to the mobile network. Check that the ‘Mobile network’ test shows a green check mark: **** | 1. Wait for a few seconds and click **REFRESH**. |
|  | **Red cross next to Cooler Tracking** If you see the message “Network Pro has not been configured to connect to any cooler” this means that the pairing process has not completed. | 1. You may need to wait for this to update (\*AoFrio is developing a solution to make this faster). Click **REFRESH** and if the problem persists, try to configure the association again. |
|  | **Red cross next to Cooler Tracking** If you see the message “Network Pro is not connected to any cooler. Network Pro is assigned to track cooler XXXXX” this means that Bluetooth communications with the paired controller is not possible. | 1. Check that the SCS controller is powered. 2. Move the Network Proo to another location where it is closer to the SCS controller you want to pair it with. 3. Wait for a few minutes and click **REFRESH**. |
|  | **Red cross next to Cooler Data Upload** No cooler data has successfully been uploaded to the Cloud. | Wait for a few minutes and click **REFRESH**. |
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