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What can I do if my Smart products are offline in the app?

My Smart Product Shows as Offline – What Should I Do?

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

Preliminary Advice:

  • Ensure your mobile device is connected to the same Wi-Fi network as your Smart product (note: only 2.4 GHz Wi-Fi is supported).

  • Check that your router is switched on and functioning correctly.

  • Make sure the device is within range of the Wi-Fi signal.

If the problem persists, follow the steps for each situation below.

1. Router Not Connected

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

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

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

2. Changed Router or Network Details

  • If you have recently installed a new router, or changed your Wi-Fi name (SSID) or password, the products must be re-paired.

  • Remove the relevant offline Smart product in the app.

  • Re-add the device via the app, as you did during the initial setup.

3. Firmware Update

  • When a device performs a firmware update, its connection to the network is temporarily interrupted.

  • Once the update is complete, the device will automatically reconnect to the network.

  • If your Wi-Fi network is unstable, the device may fail to reconnect. In this case, you need to remove and re-pair the device in the app.

4. Weak Wi-Fi Signal

A weak or disrupted Wi-Fi signal can also be the cause. Possible reasons include:

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

  • The device is housed in metal or near many metal objects

  • Devices or objects interfering with the signal

Solutions:

  • Remove obstacles wherever possible.

  • Consider installing an additional Wi-Fi access point to strengthen the signal.