What should I do when my device goes offline?

Dear user, sorry for the inconvenience. If you do so:

1.Check whether the router is powered off or disconnected from the network. If so, the router will take some time to recover. Wait for two minutes and then check whether your device is online.

2.Check whether the router has been replaced, or the Wi-Fi name or password has been changed. If so, remove your device and then add it to the network again.

3.Check whether the firmware is the latest version. To check this on the app, choose Home—Tap device icon—Top right button—Check for Firmware Updates.

4.If the device goes offline after a period of use, but after restarting the router or re-networking the device, the device returns to normal. Indicating that the router is overloaded due to long-term high-load use, and you need to replace it with a more powerful one, or reduce the number of devices connected to the router.
If your device still fails to connect to the network after the preceding steps, place your device in a network environment with strong and stable signals and connect it to the network again. If your device is still offline, provide us with your app account and device ID. We will arrange for technical support engineers to troubleshoot this issue.