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Cloud no communication.
I have a installation which the client has created a user in the cloud service, he has access to the mosaic visualization, but there is no communication between the cloud and the LM, either way.

I have access to the installation as well and the same thing happens to me, also have other LMs on the same account and thy work good, it's just that one LM.

Do you have any idea what could be happening?.

Check if there are any errors in LM. What is the place LM is installed? Some routers block outgoing ports. Outgoing port 1883 must be opened, in normal(home) router this is always open.

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