You may encounter some devices offline suddenly in the process of using them. That may affect the user experience. Moreover, such issues may prompt customers to look for alternatives and choose other products over ours in future projects if we cannot solve them in time.
So, we hope that we can help you by providing the information in this post.
Device Offline Status
You can find the device's status icon is gray in the device list.
Steps by Steps
Firstly, make sure the device is powered on normally.
2. Connection Problem
• The connection type is not cloud.
How to solve:
①Go to the device's web interface, Network > Advanced > Connect Setting, to check Connect Type if it is cloud.
②If its type is not cloud, you can reset the device to factory setting after checking the device is added to cloud correctly.
3. Firmware Problem
• The firmware might be upgraded to a new version that is not compatible.
How to solve:
①You can contact Support Team to confirm the using version whether is correct, and you need to upgrade the device to which version.
②If you need to upgrade device to the newest version, you can go to Upgrade in cloud to upgrade.
4. Network Problem
• Device can not obtain IP address.• Or the network error icon is displayed on the left corner of the device.
a. Only one device has a network problem on the same LAN.
How to solve:
Please ensure that the device's network cable is stable by performing the following steps:
①Check the end of the network cable to ensure it is properly connected.
②If the cable appears loose, unplug it and plug it back in firmly.
③Inspect the cable for any signs of damage, such as frayed or bent wires. If you find any damage, replace the cable with a new one.
b. All devices have network problem on the same LAN.
How to solve:
To ensure the stability of the connection for your router or POE switch, please follow these steps:
①First, check the power source to ensure the device is receiving power.
②Check all cables and connections to ensure that they are properly connected and not loose.
③Restart the router or POE switch by unplugging it from the power source for 30 seconds before plugging it back in.
④Inspect the cables for any signs of damage, such as frayed or bent wires. If you find any damage, replace the cable with a new one.
And if the above steps can not solve your problem, please provide device information to Support Team to check. You need to prepare for these:
①Describe the issue as detailed as possible and the solutions implemented so far.
②Pictures or videos of the issue.
③Device MAC and version
④System Log: Export it on web interface Upgrade > Advanced > System Log (select Loglevel as 7).
⑤PCAP data: Export it on wen interface Upgrade > Advanced> PCAP.
⑥Description of the network topology (Optional)
⑦Diagram of the electrical circuit (Optional)
Can anybody share some other solutions to the offline issue with us if you have ideas?
