You know your monitor is offline if you see the sleeping monitor animation in the place of your power meter or device bubbles. If the Sense monitor is offline for more than 30-60 minutes, you may also receive a push notification or email. (NOTE: If you prefer to opt-out of these notifications, visit the Settings screen on your iOS or Android mobile device.)
Things that can cause Sense to go offline:
- Your Wi-Fi connection connection is down.
- There is too great a distance between your router and the access point (AP).
- Multiple access points (APs) have the same Wi-Fi network name (and see previous).
- There has been a power outage (including brownouts).
- The temperature conditions are outside of the environmental specifications.
- There is a temporary delay from an occasional firmware updates (these may last up to 10 minutes).
- Sense is experiencing a temporary outage (visit status.sense.com).
If your Sense does go offline:
- See if your Wi-Fi is working by accessing Wi-Fi on another device that uses the same Wi-Fi network OR run a Network Connection Test: go to Settings > System > Network Connection > Connection Test. If there is a connection issue, the test will tell you what it thinks is preventing the connection.
- Reboot your Monitor by power cycling. To power cycle your Sense monitor:
- Go to your electrical panel where Sense is installed (NOTE: please take all appropriate precautions when working with your electrical panel).
- Turn off the breaker that is powering Sense.
- Wait 5 seconds.
- Flip the breaker back on.
- If you’ve tried these two steps and are still experiencing problems, please reach out to our Support team.
|Note: If Sense is unable to reconnect, the monitor can hold at least six hours of device-specific, per-second data. After that interval is exhausted, the monitor will try to preserve per-minute data for whole home consumption (and solar production, if applicable) for a minimum of three months, though the device-specific data may be lost If multiple power outages occur while Sense is disconnected from Wi-Fi, further data loss can occur.|
If you're concerned that a Sense server outage may be affecting your Sense monitor, you can check our server status (and sign up for email notifications of service outages) at status.sense.com.