If your Sense Home app shows that your system is offline, follow this step-by-step checklist to get back online quickly.
Step 1: Verify Your Network Basics
- Confirm that Wi-Fi is enabled on your mobile device.
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Test your internet connection: Try connecting another device (like your phone or laptop) to your home Wi-Fi network.
- If no devices can connect to your Wi-Fi, there may be an internet outage. Please get in touch with your Internet Service Provider (ISP).
Step 2: Check for Service Outages
Sometimes the issue isn't on your end.
- Visit status.sense.com to verify if a system-wide Sense outage is currently affecting connectivity.
Step 3: Run an In-App Connection Test
If your home Wi-Fi is working but Sense is still offline, let the app diagnose the issue.
- In the Sense app, navigate to Settings > System > Connection Test.
- Let the test run completely. It will analyze your signal strength and identify common network blocks.
- Follow the custom troubleshooting steps recommended by the app.
- (Need help? Read our guide on how to run a connection test).
Step 4: Reconnect Sense to Your Wi-Fi
If the connection test fails or your router settings have changed (such as a new Wi-Fi password), you need to re-pair Sense with your network.
- In the Sense app, go to Settings > System > Network and select Reset Wi-Fi.
- Follow the on-screen prompts to reconnect your Sense monitor to your Wi-Fi network.
💡 Pro Tip for Multi-AP Networks: If you use multiple Wi-Fi Access Points (APs), ensure they each have a unique network name (SSID). Identical network names can sometimes confuse your Sense monitor during reconnection attempts.
Step 5: Next Steps
If your internet is working, there are no service outages, and you still cannot get Sense back online:
- Contact your ISP to ensure your router is not blocking port permissions required by Sense.
Or, submit a Support Ticket to connect with Sense Support so our technical specialists can run diagnostics on your account.