Please open a case and our support team will help to troubleshoot the issue.
if there is a firewall between Ap and the cloud then please make sure the required ports and URLs are open/configured.
In order to check the firewall ACL inputs please log in to your cloud account-> on the right side corner click on the symbol "?"-> Firewall ACL inputs.
if still issue persists then please open a case with us and we will help you with AP onboarding.