Connection Issues
Troubleshooting PRODA device activation, expired credentials, and access problems
Problems connecting Light to AIR, including PRODA device activation, expired credentials, and authorisation issues.
Device Not Connected
Symptom: AIR Integration card shows "Not Connected" in Settings.
Solution: Complete the setup process:
Activation Failed
Symptom: Error toast when trying to activate the PRODA device.
Common causes and solutions:
| Error | Solution |
|---|---|
| Organisation ID invalid | Verify the RA number in PRODA — must be numbers only |
| Activation code invalid | Ensure the full code is pasted with no spaces or line breaks |
| Activation code expired | Generate a new code from the same device in PRODA |
| Network error | Check internet connection and try again |
Device Expired
Symptom: AIR Integration card shows expired status.
Solution:
- Log in to PRODA
- Go to Devices > your device > Actions > Extend Expiry (or create a new device)
- If creating a new device, generate a new activation code
- Reconnect in Light with the new credentials
Authorisations Missing
Symptom: Some AIR functions are not available or return permission errors.
Solution:
- Check authorisations: Settings > Integrations > AIR Integration > View
- If authorisations are missing, contact your PRODA administrator to update permissions
- Contact Services Australia at 1800 700 199 if needed
Intermittent Connection Issues
Symptom: AIR functions work sometimes but fail at other times.
Possible causes:
- Unstable internet connection
- Services Australia planned maintenance
- Temporary AIR service outage
Solution: Wait a few minutes and try again. If the issue persists, contact the Light Support Team.