My Device is Offline

Use this guide if your device shows as Offline in the app or dashboard.

Step 1: Is the device still working?

Check whether the device is detecting transits or if the display is on.

❌ No

Go to Power Checks (Step 2)

✅ Yes

Skip to Wi-Fi Checks (Step 3)

Power Checks

Step 2: Check the red LED underneath the device

Is the red LED ON?

❌ No – Power issue likely

Try the following:

If the adaptor is confirmed faulty and the device is under warranty, replace the adaptor.

Once power is restored, continue to Wi-Fi Checks.

• Make sure the USB-C cable is fully plugged in at both ends
• Try a different USB-C PD power adaptor
• Check the USB-C cable for visible damage

✅ Yes – Power is OK

Proceed to Wi-Fi Checks.

Wi-Fi Checks

Step 3: Check Wi-Fi signal

Use a phone at the device location to confirm a strong Wi-Fi signal.

If the signal is weak:

• Move the device closer to the router
• Restart your router (this resolves around 75% of cases)

Once Wi-Fi is stable, continue to Step 4.

Step 4: Restart the device

Try Option A first. If the device is still offline, proceed to Option B.

Option A: App reboot

1. Open the app
2. Go to Devices
3. Tap the three dots (⋮) next to the device
4. Select Reboot
5. Wait for the device to reconnect, then check the app.

Option B: Hard restart (if still offline)

1. Hold the setup button for 15 seconds
2. Wait 5 minutes
3. Re-run the Wi-Fi setup

⚠️ Note: If you are using a mesh Wi-Fi network, the device may connect to a weaker access point. Ensure the nearest node has a strong signal.

Still offline?

If the device remains offline after completing all steps above:

➡ Contact Support and let them know which steps you’ve already tried.

Updated on: 27/01/2026