Summary

As of 9/30/2025 there is an initiative to update Cloudgate cell modem configurations to no longer use the 10.11.12.3 DNS server. As of 10/15/2025 controllers attempting to use this DNS will not be able to connect to BaseManager until their cell modem configuration is updated. 

How to Identify an Affected Controller

• Controller contains a Cloudgate cell modem.
• Cloudgate contains an AT&T SIM card.
• Controller network settings show a DNS entry of 10.11.12.3

Resolution Process

• Verify controller is impacted.
• Record Company / Site / Controller information in case notes. 
• If tier 1 technical support,
  • Engage tier 2 technical support.
• If tier 2 technical support,
  • Engage engineering support.
  • Optional: Obtain Interface IP from engineering support and perform steps listed below. 
• If engineering support,
  • Gather Interface IP from Controller table in database. Or from cell carrier portal.
  • Login to Cloudgate modem. (Must be on Boise office 10.11.12.x network to do so.)
  • Remove DNS entries from LAN Interface page.
  • Save cell modem configuration.
  • Reboot controller.
• If tier 1, tier 2 or engineering support, verify at all levels that customer controller connects to BaseManager after modem configuration change.