What should I do when my device goes offline unexpectedly after it has been added?
To troubleshoot, follow these steps:
1.Check whether your device is powered on.
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.
3.Check whether the network is stable. To do this, place your mobile phone or iPad connected to the same network close to your device, and open a web page.
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.
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.