Hello, CecilTate ,
As for setting up the device itself, we are unlikely to be able to provide competent assistance. Better to contact the manufacturer, or look for instructions on the Internet.
As for the settings on the platform, first of all, look at the unit’s Toolbox, perhaps there, according to the logs, you can see what the problem is.
More info about Toolbox by the link. – https://help.gurtam.space/en/7af597c9-e302-4e55-a66d-9e9f97c67d93
If this does not help you, write to us to firstname.lastname@example.org specifying the login, unit id and device type, then we can check your situation in more detail from the software side.