What Does “Offline” Mean?
Simply put, a device is marked offline when the cloud server can’t communicate with it.
Petoneer devices use a heartbeat mechanism to stay connected. Every 75 seconds, the server checks if the device is still responding. If two consecutive checks fail, the server marks the device as offline.
Why Is My Device Offline?
How to Troubleshoot It
Here are common reasons and tips to help you restore connection:
- Is the device powered off?
Make sure the device is plugged in. You may switch the adapter or USB cable to verify. - Is the router powered off or unstable?
Check if your router is working properly. You may switch to a mobile hotspot or another router to verify. - Is the internet connection good?
Run a speed test (via app or website).
To work reliably, your network should support at least 16 Mbps for both upload and download. - Has your Wi-Fi name or password changed?
You’ll need to re-pair the device if either has changed. - Is the router overloaded or unstable?
Too many devices or poor routing performance can cause disconnections.
Try connecting the device to a mobile hotspot to see if it stays online. - Is the Wi-Fi signal strong enough?
Disconnection can occur if the signal strength is weaker than -70 dB.
Causes may include:
– Thick walls
– Long distance from the router
Consider moving the router or device closer. - Is the firmware updated?
Outdated firmware can affect stability.
Check for firmware updates in the app. - Is your app up to date?
Update to the latest version for the best experience. - Is your account region correct?
If you’re located in Europe but your account region is set to the USA, this may cause connectivity issues. - Have you changed or reset your router?
If so, you must re-pair the device. - Have you switched internet providers?
Changing ISPs usually requires re-pairing the device. - Is your 2.4GHz and 5GHz Wi-Fi combined?
Our devices support 2.4GHz Wi-Fi only.
Ensure your router broadcasts separate SSIDs for 2.4GHz and 5GHz.
Still Having Trouble?
If you’ve checked everything and the device still appears offline, feel free to reach out to our support team: support@petoneer.com