What do I do if my iPad says disconnected?
This article shows troubleshooting steps for resolving SkyCoach application disconnection issues on iPad devices
Tip: The disconnection message indicates the specific type of connection issue. Note the exact wording of the disconnection message to determine the appropriate troubleshooting steps.
First Step
On the iPad that shows disconnected in the bottom right, go to SkyCoach Menu->Settings->Status->Possible Issues section to see what it says. Many times this will tell you exactly where to start troubleshooting at. Below are the most common reasons related to messages in that section. Go to the section after this for more possible resolutions and reasons.
Common Messages in the Possible Issues Section
Message: The Host is visible, but the device can't attach to it
Most Likely Issue if Built-in Host: iPad local network permission
Most Likely Issue if Computer Host: Antivirus software blocking the clients from connecting
Message: There is no Host on the network
Most Likely Issue if Built-in Host: The USB C cable is not properly connected to the host or is damaged.
Most Likely Issue if Computer Host: The host computer is not on the network and hosting yet.
Message: There is more than one host on the network
Most Likely Issue if Built-in Host: Make sure no one has connected a computer in host mode to the network.
Most Likely Issue if Computer Host: Make sure no one has connected a second computer in host mode to the network.
Understanding disconnection types
SkyCoach can display three different types of disconnection messages, each requiring different troubleshooting approaches:
Disconnected from cloud - The device is in cloud mode but cannot connect to the internet Disconnected from network - The application is in client or host mode but cannot obtain a 192.168.88.X IP address from the SkyCoach router
Disconnected from 192.168.88.X - The application is in client mode but cannot communicate with the host device on the SkyCoach network
Disconnected From Cloud
This means that the iPad is not able to reach the SkyCoach cloud servers. The resolution depends on if you intend to use cloud mode, which means you are not using a SkyCoach network, or if you are trying to use SkyCoach on the SkyCoach network.
Intending to Use Cloud
Disconnected from the cloud, means that the SkyCoach app can't communicate with the SkyCoach cloud servers.
Most Common Resolutions
- Resolution: Verify you have internet access by opening a browser and navigating to a page on the internet like the msn.com or something similar
- Resolution: The network the device is on is blocking access to SkyCoach cloud. Share the Required Ports and Domains with your network administrator
- Resolution: Try a hotspot or home WiFi to get past security issues with school networks
Intending to Use the SkyCoach Network
Most Common Resolutions
- Resolution: Switch the application to client mode. SkyCoach Menu->Settings->Network Mode change from cloud to client
- Resolution: SkyCoach expiration date on the device has expired. Connect the iPad to the internet, verify you have internet by opening a browser and navigating to a web page like mns.com, close the SkyCoach app, reopen the SkyCoach app, and log in again to get an updated expiration date. Then put in client mode.
- Resolution: If the account is actually expired, it will need to be extended to the new date to be able to use SkyCoach on the SkyCoach network
Disconnected From Network
This means that the iPad is not able to communicate with the SkyCoach router. It is not getting the expected 192.168.88.X ip address
Most Common Resolutions
- Resolution: Verify the iPad is connected to the SkyCoach network either via WiFi or ethernet. On the event list or playlist, look at the bottom right to see what WiFi the iPad is on
- Resolution: Verify the router in the host box has power lights
- Resolution: Verify the iPad has not been assigned a static IP address
- Resolution: Verify that no one connected a school ethernet port or other network to the SkyCoach router, antennas, or anything else in SkyCoach with the exception of an IP camera converter like the Magewell NDI to HDMI that we ship.
- Resolution: Router has been reset and port 1 is not working on it. Try port 2-5
- Resolution: If the iPad has cellular capabilities turn it off while on the SkyCoach network
If connected to any antenna that relies on an antenna bridge to reach the router. Examples are sideline, review, coach box antenna in visitor press box across stadium, etc.- Resolution: Verify the bridge antennas are connected with 4 lock lights
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- Resolution: Verify the press box antenna that points at the station antenna does not have the secondary port connected to the router or anything else in the host box
- Resolution: Verify all connections from the antenna the iPad is connected to all the way to the router are properly connected
- Resolution: Change out each ethernet cable one at a time from the the antenna the iPad is connected to all the way to the router to determine if one cable is the issue
Disconnected From 192.168.88.X
This means that the iPad is not able to communicate with the host
Most Common Resolutions
- Resolution: Verify there is a red light on the host signifying that it is getting power
- Resolution: Verify the host has network lights signifying communicating with the router
- Resolution: Verify the iPad is not managed
- Resolution: See all resolutions from the Disconnected From Network Section above
If using a team computer as the host, this could be related to the computer itself- Resolution: Verify that the computer shows hosting at 192.168.88.X in the bottom right
- Resolution: Verify that antivirus software or schools policies are not preventing clients from connecting to it
Additional Support
If these troubleshooting steps do not resolve the connectivity issues, schedule a troubleshooting session by calling the SkyCoach support line at 318-629-5701 or sending an email to support@myskycoach.com.