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 as follows:
--If you use Sense through a Sense-enabled (AMI) smart meter, click here.
--If you use Sense through a device in your electrical panel, click here.