While we aim for 100% uptime, sometimes your Sense monitor can go offline. You’ll know your monitor is offline if you see the sleeping monitor animation in the place of your power meter or device bubbles. A number of things can cause this, including:
- Lost Wi-Fi connection
- Power outage
- Firmware update (happens occasionally at 7 am UTC for up to 10 minutes)
If your monitor does go offline:
- Check that your Wi-Fi is still online and that Sense is connected to it. Tap Settings -> My Home -> Sense Monitor to see what network your monitor is connected to.
- If your monitor is still connected and offline, you can reboot by power cycling. To power cycle, open your electrical panel, flip the breaker that Sense is connected to off, wait 5 seconds, and then flip it on again. Please be careful when you do so.
- If you’ve tried the above and are still experiencing problems, please reach out to our support team.