My Device is Offline

Use this guide if your device shows as Offline in the app or dashboard. Follow only the branch that applies to your device; steps already attempted for this issue count. If you changed your router, network name or password, use Reconnecting your OnlyCat to Wi-Fi to enter the new network details.

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 an adaptor appears faulty, contact Support to confirm whether a warranty replacement can be arranged.
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 – The red LED is lit
A lit LED does not prove that every part of the power system is healthy. If the device is otherwise operating, proceed to Wi-Fi Checks. If the display and transit detection remain unavailable, tell Support what you observed rather than treating the LED as proof the device is working.

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 if this has not already been attempted for this issue

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

Step 4: Restart the device

Use Option A only if the app can reach the device and a reboot has not already been attempted. If the app cannot reach it, record the app reboot as unavailable; do not repeatedly send the same request. Use the applicable published alternative in Option B, or contact Support if that step cannot be completed.

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 the steps applicable to your branch:
➡ Contact Support and let them know which steps you’ve already tried.

When to contact Support

Work through the steps that apply to your situation once. If the device remains offline, confirm which applicable checks you have attempted and their results, then contact Support with your device ID. Tell us if a step could not be completed, for example if an app reboot was unavailable while offline. There is no need to repeat the same sequence.
Support must confirm a warranty replacement before one is arranged. Do not begin firmware or USB recovery unless an operator directs you.

Connected, but events are missing?

Use Events Not Appearing or Updating in the App. Include whether the device is connected and the result of any device reboot already attempted.

Updated on: 06/10/2026