If your device is showing offline within the CE Smart App, it means it has lost network connection.

Please note: if you have a dual band router and both bands are included in the same SSID (only one network name), you will need to separate the bands or connect via AP mode for a stable connection. When both 2.4 and 5GHz bands have the same SSID (network name), the router will steer between the bands causing the device to lose connection when the router jumps from the 2.4GHz to 5GHz (and thus, show offline). CE Smart Home devices are only compatible with 2.4GHz Wi-Fi.

Often times, a router reboot will bring the device back online. We recommend to try rebooting your router (simply unplug your modem/router, wait 30 seconds, then plug back in). After the network is back up and running (this may take up to 15 minutes), check to see if your device has come back online. 

Please reference the below for additional troubleshooting when your device is offline:

  • Confirm whether the network has lost or dropped connection.  If so, the device will come online when the network is restored. Please check if device is back online after a few minutes.
  • Confirm whether product/appliance being used with the Smart Device has been turned off manually.  If so, it can cause the device to go offline.  Please remove the device from the CE Smart App and add it again (scroll down to bottom for instructions on how to do this)
  • Confirm that the network is stable. To test this, connect a phone or tablet to the same 2.4 GHz WiFi network and put it next to the offline device; try browsing the web to evaluate network status/stability.
  • Confirm whether the home Wi-Fi network has been altered or modified (name or password).  If so, you will need to remove the device and add it again with the updated credentials (scroll down to bottom for instructions on how to do this)
    • Please note only 2.4 GHz WiFi is compatible
  • If the network is working properly, but device is still offline, check if there are too many Wi-Fi connections.  
  • Check to ensure the router's firmware is up to date. 
  • Check to ensure the device's firmware is up to date: 
    • Open CE Smart App and Click on device under “My Home” tab
    • Click on the “edit” pencil icon on the top right
    • Click “Check for firmware upgrades”
  • If all above steps are checked and working properly, we recommend that you remove the device and add it again.

How to Remove and Re-add a Device in the CE Smart APP:

  • First, ensure you are connected to your 2.4 GHz WiFi on your mobile device with the CE Smart App
  • Open CE Smart App and Click on device under “My Home” tab
  • Click on the “edit” pencil icon on the top right
  • Scroll down and click "Remove device”
  • The LED indicator on the device will begin rapidly flashing.
  • As soon as the LED is flashing, within CE Smart App, click add device and follow the steps to re-connect.

It may be helpful to re-connect the device in AP mode to prevent further offline issues; please visit this article for more information on connecting in AP mode: How to put Smart Devices into Pairing Mode

If your device continues to drop offline or you are experiencing other issues, please contact us for further assistance.