Stuck connecting to cloud


My koalasafe was working fine. Then, I had to get a new modem/router from my internet company. I’ve plugged everything back up and hit the reset button. Now the lights are stuck in the “connecting to cloud” phase. My internet tech guy said the white ethernet cord (that came with the koala) was bad. I bought a new ethernet cord, but it did not help the issue. Koala is still stuck connecting to the cloud. Please advise. I need this koala to work properly.