We aim to be online 100% of the time, but several things may cause Sense to 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.)
Things that can cause Sense to go offline include:
- Loss of Wi-Fi connection
- Multiple access points with the same Wi-Fi network name
- Too great a distance between router and access point
- Power outage (including brownouts)
- Temporary delays from occasional firmware updates, up to 10 minutes
- Temperature conditions outside of the environmental specifications
If your Sense does go offline:
- [Sense meter and monitor users] 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: Settings > My Home > Monitor > Network Test.
- [Sense monitor users only] If your Sense monitor is still connected to Wi-Fi but offline for some reason, you can reboot by power cycling. To power cycle your Sense monitor, turn off the breaker that is powering Sense and wait 5 seconds. Flip the breaker back on. 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.
Note: If Sense is unable to reconnect, the monitor can hold at least six hours of device-specific, per-second data. After that space is exhausted, the data may be lost, but the monitor will try to preserve per-minute data for whole home consumption and solar production for a minimum of three months.
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.