Please reference the below for additional troubleshooting when your device is offline:
- Please confirm the device is powered on
- 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.
- Try restarting the router, wait 3 minutes and observe status of the device.
- 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 phone/tablet 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.
If your device continues to drop offline or you are experiencing other issues, please contact us for further assistance.