Sometimes, certain cloud-enabled devices will have issues with connectivity. We've seen these issues on devices such as newer Roombas, light switches, or certain IP cameras. The issues typically resolve around the NAT (Network Address Translation) structure used by many 4G providers. There is an extra layer of NAT on most 4G networks that prevents some network protocols from connecting to devices on your network from the cloud. There are a few steps you can take to try and help in these scenarios.
The first step is to enable port forwarding for your device. See the below articles for assistance with this:
MoFi - Enabling UPnP
MoFi - Configuring Port Forwarding
If configuring UPnP and Port Forwarding still do not resolve the connectivity issues, you may need to use a VPN service to provide a pipe between your network and the internet beyond the carrier. The MOFI provides support for a number of VPN solutions under the MOFI Business menu item including PureVPN and ExpressVPN. Mofi Networks, Inc. also provides their MOFI Cloud offering, which is like a VPN service they created to address this problem with the 4G LTE carriers. You can check their website for a contact number and call their sales team for more details.
See the below article for more specific VPN configuration instructions:
If your device is still not able to connect to the cloud services, please contact the device's manufacturer for additional troubleshooting information.