NOTE: See this article for recommendations on how to optimize your home’s Wi-Fi.
What may cause Sense to be offline
- Your Wi-Fi connection connection may be down.
- There may be too great a distance between your router and an access point (AP).
- Multiple access points (APs) may have the same Wi-Fi network name, creating confusion.
- There may have been a power outage (including brownouts).
- The temperature conditions may be outside of the environmental specifications.
- 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:
--The Wi-Fi on your device may be disabled. Check the Wi-Fi settings on the device where you have the Sense Home app.
--Your home’s Wi-Fi connection may be down. Check if other devices are connected to the network and, if not, check with your internet service provider (ISP).
--Sense may not be connected to your router. Log into your router to see a 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. Go to:
Settings > System > Connection Test
More information on how to run a connection test is here, if needed.
If the signal strength is weak (we recommend -65 dBm or better), check the distance between meter and router (or access point). Move the router (or access point) closer to the meter, if possible, or eliminate large obstacles between the two. You may also need to add an access point, using a mesh network, if this problem is persistent.
Once you make changes, re-run the connection test.
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 your Sense system is integrated on a Sense-enabled (AMI) smart meter, click here.
--If your Sense system is installed on a device in your electrical panel, click here.