Troubleshooting- Atlas and Azure Controller Connectivity Issues

This article can be used to troubleshoot connection issues related to the Atlas and Azure controllers

Updated October 27, 2025

Controller Troubleshooting Guide

Issue: Atlas and/or Azure controller going offline/online repeatedly in the software

Reason: Duplicate or conflicting IP address on the network
Resolution: Check with IT to make sure no other device is using the same IP address as the controller.

Issue: Cannot log in to the Azure controller

Reason: You attempted to log in using the default credentials and failed.
Resolution:

  • The default login for the Azure controller is admin/pass.
  • After the controller establishes communication with the software, the new password becomes ic-xxxxxx (where xxxxxx is the last six characters of the controller’s MAC address).

Issue: Atlas and/or Azure controller will not come online in the software

Reason: After setting the Host Communication info in the controller, it still does not come online.

Resolutions:

  1. Verify network settings in the controller.
    • Confirm that IP Address, Subnet Mask, Default Gateway, and DNS Server entries are correct.
    • If a DNS entry is missing, you can use Google's public DNS: 8.8.8.8.
  2. Confirm Host Communication configuration.
    • Ensure that the correct Driver Certificate has been uploaded.
    • Enter the proper password, which can be found in Hardware Manager > Controller Properties.
  3. Check outbound connectivity on port 9723.
    • Have IT verify that outbound TCP port 9723 is allowed through the network firewall.
  4. Verify the web service is listening on the correct port.
    • From the Server section of the Dashboard, click the dropdown menu and select Web Service Ports.
    • Confirm that port 9723 (or the site-specific controller communication port) appears in the report.
    • If it does not, contact Support to ensure the service is configured correctly.
  5. Verify controller MAC address.
    • In Controller Properties, ensure the MAC address is entered correctly.
    • Format: XX:XX:XX:XX:XX:XX
  6. Retrieve controller logs for additional support.
    • Log in to the controller.
    • Go to Menu > Save Logs (upper right corner).
    • The log file will be saved to your Downloads folder.
    • Provide this log to IMRON Support if the issue persists.

Notes

  • Always verify IP addressing and DNS before assuming a communication issue.
  • The Web Service Ports tool is an easy way to confirm that UnityIS is actively listening for controller communication on the correct port.
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