My Device is Offline. What Should I Do?

(Applies to: H5Lite, H5Pro, NS1 Sensor, etc.)

If you're on-site, we recommend checking these steps sequentially:

Verify device display functionality

→ Confirms power supply and normal program operation

Check other network devices on the same LAN

→ Determines if local network issues caused the disconnection

Network Diagnostics (H5 series Hubs only)

Use the Hub's built-in diagnostic tool to check:
- Local network status
- Connection to MOCREO Servers
Path: H5-Lite right screen > Settings > Network & Internet > Network Diagnostics
(Providing diagnostic reports assists our support team)

Automated Network Testing Tool (Alternative diagnostics)

MOCREO provides an automated testing tool for advanced network diagnostics:
- Run on any PC (Windows/macOS) on the same network as the Hub
- Simulates Hub communication to MOCREO Cloud Server
- Provides more detailed information than built-in Hub diagnostics
- Helps determine if network issues are affecting Hub connectivity

Download & Usage:
- Download the appropriate tool based on your OS and CPU architecture:
- Windows Testing Tool
- macOS Testing Tool
- Extract and run the script on a computer connected to the same network as your Hub
- After running the tool successfully, you can take a screenshot of the results and send it to our support team to help us better diagnose your issue

Re-setup

Attempt re-adding the device via MOCREO Smart App. If setup fails:
→ Contact us
→ Provide:
- On-screen error message
- Network diagnostics report
(Enables further support)