Device Offline

(Applies to: H3/H5/H6 Hubs and NS1/NS2/NS3 Wi-Fi Sensors)

Follow one branch at a time. Stop when the device comes back online.

Visual troubleshooting flowchart

Troubleshooting steps

1. Check power.
   • H3/H6: Plug the Hub directly into a powered wall outlet. These models do not use a power adapter or power cable. If the status indicator remains off, try a known-good outlet.
   • H5/NS: If the screen and status indicator are off, reseat the adapter and cable and try a known-good outlet.
   • If the device still has no power response, contact support with its model and SN.
2. Check the local network. If other devices on the same LAN or 2.4 GHz Wi-Fi also cannot access the internet, restore the router or internet connection first.
3. Test Wi-Fi placement. Move the device closer to the router, raise it, and keep it away from metal, thick walls, enclosed cabinets, and large appliances. If it recovers, coverage or interference was the likely cause.
4. Diagnose and reconnect. On H5 Lite/H5 Pro, open Right screen > Settings > Network & Internet > Network Diagnostics. If traffic is blocked, ask the network administrator to review Device Setup Failed. Otherwise, re-add the device in the Smart App. After a Wi-Fi change, sign in before re-adding an NS Sensor. Hold Setup for 5 seconds on NS1/NS2 or 5–10 seconds on NS3 until Setup mode appears.

If Network Diagnostics displays an error code on the H5 Lite/H5 Pro right screen, use the H5 screen error-code guide to check what the code means and follow its troubleshooting steps.

For non-H5 devices, run the matching network tool while the issue is occurring:

• Windows Testing Tool
• macOS Testing Tool
• Linux Testing Tool

If it remains offline, keep it powered and contact support with the model, SN, offline time, on-screen or in-app error, and network diagnostic result.