Router shows offline or onboarding fails

Symptoms

Under Devices → All Devices, the router’s Last Seen says Never, or the time keeps getting older.
The device page only shows Script, Delete, View Logs and More. The buttons that need a live connection are missing: Enable SSH, + Hotspot, + Hotspot Server, + PPPoE and Reboot.
Run Config Check returns Device is offline — config check skipped.
Alerts shows a device alert for the router.
Customers on that router can’t log in or pay-and-connect.

Likely causes

Cause	Typical sign
The script never ran, or ran with errors	Last Seen is Never.
The router doesn’t meet the prerequisites	The import stops partway with an error in Terminal.
No internet or DNS on the uplink	The router can’t ping out or resolve names.
An upstream firewall blocks the router’s outgoing VPN traffic	The router has internet, but its WireGuard peer shows no recent handshake.
Power cut, reboot loop or unplugged uplink	It was online before and dropped suddenly, often together with an alert.
The router was reset or reconfigured by hand	It was online before the change and lost ISPMan’s settings afterwards.

Checks

On the dashboard

Devices → All Devices: note the Last Seen time. A healthy router checks in roughly every minute.
Alerts: open the alert for this router to see when it went offline and how long it has been down.
Devices → All Devices → (router) → View Logs: look for recent errors from the router.

On the router (Winbox → Terminal)

Run these one at a time:

/system resource print
/system/device-mode/print
/ping 8.8.8.8 count=4
/ping google.com count=4
/interface wireguard peers print
/system scheduler print
/log print where topics~"script"

What to look for:

Version must be 7.18.2 or newer, and the device mode must be advanced.
If the pings fail, fix the uplink first: cable, ISP modem, DHCP client or static IP, default route.
If the IP ping works but google.com fails, it’s a DNS problem. Set DNS servers under IP → DNS.
On the WireGuard peer, look for a recent last-handshake. If there’s none, the tunnel to ISPMan isn’t up.
The scheduler entries the script created should be present and enabled.

Fixes

Fix the prerequisites and run the script again. Upgrade RouterOS, install the wireless or wifi-qcom package, and set the device mode to advanced (unplug the power for a few seconds afterwards). Then click Script on the device page, download a fresh copy and /import it again.
Re-onboard. If the router was reset or partly configured, go to More → Re-Onboard and confirm. You’ll see Re-onboarding reset, Download script and execute. Download the script and import it again.
Onboard manually. If the script keeps failing on one step, choose More → Start Manual Onboarding. The page then shows the scripts one at a time (WAN Config, WireGuard, Bridge & Ports, API, RADIUS & Access List and Complete), plus optional service scripts. Paste them in order, then click Complete Manual Onboarding.
Open the firewall upstream. If the router has internet but no WireGuard handshake, ask whoever controls the upstream network (your bandwidth provider or the building’s firewall) to allow outbound UDP from the router.
Check power and the uplink. For a router that keeps dropping, check the power supply, the UPS and the uplink cable before anything else.

If you see This device has no onboarding record. Start manual onboarding to create one., use More → Start Manual Onboarding first.

After it’s back online

Run Run Config Check on the device page and Apply Fix to anything it reports.
If customers lost paid time while it was down, see Compensate customers after an outage.

When to contact support

Contact support if:

The router passes every check above (correct version, internet, DNS, script imported without errors) but Last Seen still doesn’t update after 15 minutes.
You see Device limit reached when you try to add a router.
WireGuard shows a handshake but the dashboard still says offline.

Include the router name, its RouterOS version and the output of the commands above. See Communication for ways to reach support.