✅ Here's What to Check
Use this checklist if your Sense Home app says your system is offline.
Step 1: Check Network Basics
☐ Confirm Wi-Fi is enabled on your mobile device
☐ Check if other devices are connected to the same Wi-Fi network
☐ If nothing is connected, contact your Internet Service Provider (ISP) to check for an outage
Step 2: Review Wi-Fi Settings
☐ Open your router app or log in using the credentials on the router
☐ Look for your Sense device in the list of connected devices
☐ If Sense isn’t listed, reconnect Wi-Fi in the app:
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Go to:
Settings > System > Network
Step 3: Test the Connection
☐ In the Sense app, go to: Settings > System > Connection Test
☐ Let the test complete—this checks signal strength and common issues
☐ Follow any troubleshooting steps the app recommends
Need help running the connection test? Read more here
Step 4: Check for Service Outages
☐ Visit status.sense.com
☐ Confirm there’s no ongoing system-wide outage affecting your service
Step 5: Get More Help
☐ If the above steps don’t resolve the issue:
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Contact your ISP for router/network support
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Or contact Sense Support for further assistance
📝 Bonus Tip: If you’ve installed multiple Wi-Fi access points (APs), make sure each has a unique network name (SSID). Matching names can confuse Sense during reconnection attempts.
This article addresses what you can do if your Sense Home app tells you that Sense is offline.
NOTE: You may also want to consult Is my home's Wi-Fi compatible with Sense? for recommendations on how to optimize your home’s Wi-Fi.
What may cause Sense to be offline?
- Your Wi-Fi connection may be down.
- There may be too great a distance between your router (or an additional access point you installed) and your Sense system.
- If you have installed multiple Wi-Fi access points (APs), they may have the same Wi-Fi network name and this can create confusion for the Sense system. We recommend you give each AP a unique name/number.
- There may have been a power outage (including brownouts).
- There may have been a temporary delay from an occasional firmware update (these can last up to 10 minutes).
- Sense may be experiencing a temporary outage (visit status.sense.com).
What to do
Review network settings.
Common causes are often found in a review of network settings:
- Check the Wi-Fi settings on the mobile device where Sense is installed to be sure Wi-Fi isn't disconnected.
- Verify that other devices are connected to the network. If not, check with your internet service provider (ISP) to see if there is an outage.
- Log into your router app to see its list of connected devices, and check whether Sense is one of them. If not, reconnect your Wi-Fi by going to:
Settings > System > Network
Note: If needed, the login URL or IP address, username, and password are often displayed on the side or bottom of your router.
If none of these help connect Sense online, you may also want to check at status.sense.com to ensure we are not experiencing an outage.
Run a connection test.
There may be an issue with the signal between your router and the meter. A connection test will test signal strength. To run the test, go to:
Settings > System > Connection Test
The test will diagnose the problem and link you to advice on how to solve it. More information on how to run a connection test is here, if needed.
Contact Sense Support. For more help, please reach out either to your Internet service provider (ISP) or to the Sense Support team.