Mosaic cloud: problem connection?

[Domoticatorino]

Hi,
it seems that a customer of mine cannot manage his sytem by cloud.

I see green light of regular connection but when I try to send a command I cannot see anything on ETS debug. I am connect with Zerotier.

Last week the same thing happened to another customer. In that case I delated the network and everything works again.

This is the second time to a different customer. Before delating the network I would like to understand with you.

Thanks.

BR