What should I do when my device goes offline after it has been added ?

1. Check whether your device is powered on, the device may have been powered off due to poor contact, etc.
2. Check whether your device is powered off or disconnected from the network. If so, it will take some time to go online again. Wait for two minutes and then check whether your device is online (Not all devices support power-off memory, so the device will go offline after power-off).
3. Ensure that the signal of the network environment where the device is located is strong and stable. Troubleshooting: Use the Internet Speed Test App to test the upload and download speed of your network (upload ≥ 2 MB/s, download ≥ 2 MB/s, upload ≥ 16 Mbps, download ≥ 16 Mbps,);
4. Check whether the home Wi-Fi network is normal or whether you have changed the Wi-Fi name or password. In the latter case, reset your device and add it again.
5. If the network is normal but your device is still offline, check whether too many devices are connected to the Wi-Fi network. If this is the case, restart the router, power off the device, and power it on again. Then wait for two to three minutes and check whether the device is connected.
6. Check whether the firmware is the latest version. To check this on the App, choose Home—Tap device icon—Top right button—Check for Firmware Updates.
7. You can also use a phone hotspot to check whether it is the problem of network.

If the issue persists, we recommend that you remove your device and then add it again. If the issue persists, select your device in the user feedback area on the App, submit your issue, and provide us with your login account and device ID. We will arrange for technical support engineers to troubleshoot this issue.