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Trobleshooting guide for provisioning 2.0 [HC-1651] #516

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106 changes: 63 additions & 43 deletions ...rduino Cloud/Arduino IoT Cloud/If-your-device-cant-be-added-to-Arduino-Cloud.md
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Expand Up @@ -3,82 +3,102 @@ title: "If your device can't be added to Arduino Cloud"
id: 360019355679
---

Learn how to resolve problems [adding and connecting devices to Arduino Cloud](https://support.arduino.cc/hc/en-us/articles/360016495559).
Learn what to do if there's a problem adding your device to Arduino Cloud.

---

## If you don't know the DevEUI for your Arduino board
## Try these steps in order

Make sure to set up your Arduino board as an Arduino device.

![Setup prompt, "Set up an Arduino device" is highlighted](img/setup-device-menu-highlighted.png)

The DevEUI will be automatically added to the device.
1. [Quick checks](#1-quick-checks)
1. [Check your USB cable and peripherals](#2-check-your-usb-cable-and-peripherals)
1. [Rule out hardware issues](#3-rule-out-hardware-issues)
1. [Reset the sketch](#4-reset-the-sketch)
1. [Stop applications that may be using the device](#5-stop-applications-that-may-be-using-the-device)
1. [Manually partition your memory Arduino device for Arduino Cloud](#6-manually-partition-your-memory-arduino-device-for-arduino-cloud)

---

## If you don't know the secret key for your device
## 1. Quick checks

Secret keys cannot be recovered if lost. Make sure to save any Device ID and Secret key that's provided when adding an Arduino UNO R4 WiFi, Arduino Nano ESP32, or a 3rd party device (ESP32 and ESP8266). If you've lost your secret key, you can generate a new key by [deleting the device](https://support.arduino.cc/hc/en-us/articles/360018324700-How-to-delete-a-device-from-Arduino-IoT-cloud), then adding it again.
* Try disconnecting and reconnecting your device from your computer or power source.
* Confirm that the device is powered by checking that the power LED is lit.
* _Exception:_ The Arduino Opta does not have a power LED. The device can be powered even if no LEDs are lit.
* If prompted, allow the device to connect to your computer.
* If Arduino IDE is running, ensure that the serial monitor is closed, or simply close Arduino IDE.

---
## 2. Check your USB cable and peripherals

## If you get an error when adding the device
* Ensure you're using a working USB cable that supports data transfer. If possible, try using a different cable.
* Ensure that any USB hubs or docks are powered and working. If possible, try connecting the device directly to your computer.

### "We could not find any Arduino device"
## 3. Rule out hardware issues

1. Make sure you're using a [compatible device](https://support.arduino.cc/hc/en-us/articles/360016077320-What-devices-can-be-used-with-Arduino-IoT-Cloud-).
* Detach the device from any shield/carrier or external circuitry.

2. [Check if the Arduino Cloud Agent is installed and running](https://support.arduino.cc/hc/en-us/articles/4980687506844), then click **Try again**.
## 4. Reset the sketch

> [!NOTE]
> If you're using a **Chromebook** and [Arduino Cloud for Chromebook](https://support.arduino.cc/hc/en-us/articles/360016495639-Use-Arduino-with-Chromebook), there's no need to install the Arduino Cloud Agent.
A bad sketch or a non-working Cloud configuration can prevent your computer from programming the board.

3. Double-press the reset button on the board to put the board in [bootloader mode](https://support.arduino.cc/hc/en-us/articles/5779192727068-Reset-your-board#bootloader-mode), then click **Try Again**.
### If you're configuring the device over serial (USB)

4. Try uploading an Example sketch (such as _Examples > Built in > 01.Basics > Blink_) in the [Cloud Editor](https://support.arduino.cc/hc/en-us/articles/13809101080732-Open-the-Cloud-Editor).
Try a **double-press** reset:

* If your board isn't detected by the Cloud Editor, see [If your board does not appear in the port menu](https://support.arduino.cc/hc/en-us/articles/4412955149586-If-your-board-does-not-appear-in-the-port-menu).
1. Find the reset button on the device (typically labeled **RESET** or **RST**).
2. Press the reset button twice and confirm that the on-board LED pulses. Adjust the timing if needed.
3. Continue with device configuration. You may find that the configuration is initially able to proceed, but encounters another error. In that case, simply repeat the double-press reset, and attempt to continue. Eventually, Arduino Cloud will overwrite any sketch on the board, solving the issue.

* If you get an error message when uploading, see [If your sketch doesn't upload](https://support.arduino.cc/hc/en-us/articles/4403365313810-If-your-sketch-doesn-t-upload).
If you still can't add the device, use Arduino IDE to the Cloud Editor to program the board with a safe sketch (such as the [BareMinimum](https://app.oniudra.cc/sketches/examples?nav=Examples&eid=01.Basics%2FBareMinimum) or [Blink](https://app.oniudra.cc/sketches/examples?nav=Examples&eid=01.Basics%2FBlink) example), then try adding the device to Arduino Cloud again.

### "We were not able to configure your device<br>Something went wrong!"
### If you're configuring the device over Bluetooth

1. Close any instances of Arduino IDE and other applications that may be using the port.
* Understand that Bluetooth setup requires the board to be running the Arduino Cloud provisioning sketch. When the board is running this sketch, the on-board LED will flash with a "heartbeat" pulse that turns solid when connecting to Arduino Cloud. If your board is not running this sketch, you first need to configure it using USB (Serial).
* If your board is running the provisioning sketch but still isn't detected, try resetting the Cloud configuration:

2. [Check if the Arduino Cloud Agent is installed and running](https://support.arduino.cc/hc/en-us/articles/4980687506844). If you're using [Arduino Cloud for Chromebook](https://support.arduino.cc/hc/en-us/articles/360016495639-Use-Arduino-with-Chromebook), you can skip this step.
* **Arduino Opta:** Press and hold the user button (BTN_USER) until the LED (LED_USER) turns off.
* **UNO R4 WiFi:** Connect Pin 2 to GND until the LED turns off.

3. Reconnect the device to the computer and make sure the power LED lights up.
## 5. Stop applications that may be using the device

### "We were not able to configure..." during device set-up
When configuring your device over serial (USB), other applications can prevent Arduino Cloud from communicating with the device.

When adding your device, you may see one of these messages:
When this happens Arduino Cloud will:

* `Couldn't get the firmware info: Start command: exec: "{runtime.tools.fwupdater.path}/FirmwareUploader": file does not exist`
* `Reset before upload: 1200bps Touch: Open port COMB: Serial port not found`
* `Can't update firmware: Executing command: exit status 1`
* Display the **"We could not find any Arduino device"** error page.
* Display a temporary notification: _"Failed to open serial port. Is the device already in use?"_

These errors can occur if the wireless connectivity module on your board is using an old version[^nina] of the WiFiNINA firmware, that cannot be automatically updated by Arduino Cloud.
Try this:

[^nina]: 1.4.1 or earlier. To find out which version is on your board, see [Check the WiFiNINA firmware version](https://support.arduino.cc/hc/en-us/articles/9398559561244-Check-the-WiFiNINA-firmware-version).
* If Arduino IDE is running, make sure that the Serial Monitor is closed.
* Close any other applications you think may be using the port.
* Restart the Arduino Cloud Agent.
* Restart your computer.

Solve the issue by updating to the latest firmware version using the **Firmware Updater** in Arduino IDE:
If you still encounter the issue, follow the steps in [Find and stop process blocking a port](https://support.arduino.cc/hc/en-us/articles/4407830972050-Find-and-stop-process-blocking-a-port) to identify and stop the application that's using the port.

<a class="link-chevron-right" href="https://support.arduino.cc/hc/en-us/articles/360013896579-Use-the-Firmware-Updater-in-Arduino-IDE">Update the firmware in Arduino IDE</a>
<!-- The Serial Monitor in the Cloud Editor will automatically be closed -->

### "Arduino Cloud Agent not found"
---

> [!NOTE]
> If you're using a **Chromebook** and [Arduino Cloud for Chromebook](https://support.arduino.cc/hc/en-us/articles/360016495639-Use-Arduino-with-Chromebook), you can skip this step.
## 6. Manually partition your memory Arduino device for Arduino Cloud

1. If you haven't done so already, [install the agent](https://create.arduino.cc/getting-started/plugin/welcome).
2. If you have installed the agent but still encounter this warning, see [If Arduino Cloud Agent isn't detected](https://support.arduino.cc/hc/en-us/articles/360016466600-Warning-To-upload-a-sketch-via-USB-port-make-sure-the-Agent-is-installed-and-running-on-this-computer).
The following Arduino Cloud devices have QSPI memory:

---
* Arduino GIGA R1 WiFi
* Arduino Opta Lite
* Arduino Opta RS485
* Arduino Opta WiFi
* Arduino Portenta H7
* Arduino Portenta H7 Lite
* Arduino Portenta H7 Lite Connected
* Arduino Portenta Machine Control

If your device has a corrupted or outdated partition scheme, you may encounter one of these issues:

## Still need help?
* A red LED on the device is blinking.
* Arduino Cloud does not detect the device.
* A “Storage partition failed!” error is displayed when you attempt to add the device on Arduino Cloud.
* A “Storage Initialization Fail!” error is displayed when you attempt to add the device on Arduino Cloud.

Please [contact us](https://www.arduino.cc/en/contact-us/).
You can resolve these issues by [repartitioning the memory with a supported partition scheme](https://support.arduino.cc/hc/en-us/articles/16206977438748-Reset-the-flash-memory-on-STM32H747-based-devices).

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