What is offline? Why offline? How to troubleshoot it?

What is offline?

Simply speaking, the cloud server will display the device as offline if it cannot talk to it.

The server checks the availability of each device every 75 seconds using a heartbeat mechanism. When two heartbeat intervals pass with no confirmation, the server considers the device offline.

Why offline? How to troubleshoot it?

Below are troubleshooting tips.

  1. Is the device powered off?
  2. Is the router powered off?
  3. Is the internet good?
    A speed test app can be used to measure upload and download speeds. A good internet should be able to download and upload at least 16 Mbps.
  4. Is the Wi-Fi name or password changed?
    This way, you need to pair the device again.
  5. Is the router overloaded?
    If you have tried pairing the device again and still encounter offline. Overloaded routers or intermittent connections are common causes.
    You may verify this by connecting the device to another network, such as a mobile hotspot.
  6. Is the Wi-Fi signal strong enough?
    Disconnection may occur when the signal strength is less than -70 dB.
    A bad signal may be caused by obstacles like thick walls or being too far away from the router.
  7. Is the firmware up to date?
  8. Is your app up to date?
  9. Is your account area correct?
    If you are based in Europe but your account region is the USA, this may cause unstable connections.
  10. Have you changed the router?
    You need to pair the device again if you have changed the router.
  11. Have you reset the router?
    You need to pair the device again if you have reset the router.
  12. Have you changed your internet service provider?
    You need to pair the device again if you have changed your internet service provider.
  13. Is your router’s 2.4GHz and 5GHz mixed?
    You need to separate Wi-Fi SSIDs (names) for 2.4GHz and 5GHz bands.

If the above tips do not help you out, please do not hesitate to email our technical support at support@petoneer.com for further assistance.

Thank you for using Petoneer products!