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Why is my monitor offline?

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. If the Sense monitor is offline for more than 30-60 minutes, you may also receive a push notification or email. You can opt-out of these notifications in the Settings screen of the mobile apps for iOS/Android.

A number of things can cause your monitor to go offline, including:

  • Loss of Wi-Fi connection
  • Power outage
  • Firmware update (happens occasionally at 7 am UTC for up to 10 minutes)
  • Temperature conditions outside of the environmental specifications.

If your monitor does go offline:

  • Check that your Wi-Fi is still functioning properly 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 to the Wi-Fi but offline for some reason, you can reboot by power cycling. To power cycle, turn off the breaker that Sense is connected to, wait 5 seconds, and then turn it on again. Please take all appropriate precautions when working with your electrical panel.
  • If you’ve tried the above and are still experiencing problems, please reach out to our support team.

If you're concerned that Sense's servers may be down, you can always check their status (and sign up for email notifications of service outages) at http://status.sense.com