My Smart product is offline – what should I do?

When a Smart product is shown as offline in the app, there can be various causes. Before looking at specific solutions, it is helpful to perform a quick check first:

Preliminary advice:

• Check whether your mobile device is connected to the same wifi network as your Smart product (note: only 2.4 GHz wifi is supported).

• Check whether the router is switched on and working correctly.

• Ensure the device is within range of the wifi signal.

If the problem is not resolved by this, then follow the steps for each situation below.

1. Router not connected

Check whether your router is switched on and whether your device is still connected to the network.

• After switching on the router, it may take a few minutes for the Smart products to reconnect.

• On average, it takes about 2 minutes before the products appear online again in the app.

2. Changed router or network details

If you have recently installed a new router, or changed the wifi name (SSID) or password, the products need to be paired again.

• Remove the relevant offline Smart product in the app.

• Add the device again via the app, as during the initial installation.

3. Firmware update

When a device is performing a firmware update, the connection to the network is temporarily interrupted.

• After completion of the update, the device automatically reconnects to the network.

• If your wifi network is unstable, the device may not be able to connect. In that case, you need to remove and re-pair the device in the app.

4. Weak wifi signal

A weak or disturbed wifi signal can also be the cause. Possible causes:

• Multiple (concrete) walls between the router and the Smart product

• The device is inside a metal casing or near many metal objects

• Devices or objects that interfere with the signal

Solutions:

• Remove obstacles where possible.

• If necessary, place an additional wifi access point to strengthen the signal.