Overview

Any issue with the controller

Support Process

Amber LED will not turn on

The device is most likely not provisioning. This can be because of a few reasons:

It is offline: Controller Offline Page

It is looping: Controller Offline Page (this info is further down the page)

It has a faulty SD card

If they can, try ethernet cable, if the Amber LED doesn't turn on after 5 minutes, there's definitely something wrong with the SD card.

No LEDs turning on on bottom board

The SD card is likely the case here

Cant add controller in step 3

It has never been provisioned. 

It will need to go online, and provision. If it has not done this yet, it is likely to be offline. See: Support Book - Controller Offline