What Should I Do If My Device Is Offline?

Question

What should I do if my device shows as offline in the eWeLink app?

Answer

If your device appears offline in the eWeLink app, follow the troubleshooting steps below.

1. Check the Device and Router Power

Make sure both the smart device and your router are powered on.

Try restarting both the router and the smart device. After restarting them, wait about 2 minutes, then check whether the device comes back online.

2. Check Whether Your Wi-Fi Settings Have Changed

If you recently changed your Wi-Fi password or switched to a different Wi-Fi network, the device will no longer be able to connect using the previous Wi-Fi information.

In this case, delete the device from the eWeLink app and add it again using the current Wi-Fi network.

3. Check Your Internet Connection

Check whether other devices connected to the same router can access the internet normally.

If other devices are also unable to access the internet, the issue is likely related to your router or internet connection.

4. Check the Wi-Fi Signal Strength

Move the smart device closer to the router and check whether it comes back online.

For a more stable connection, avoid placing the device too far from the router or behind walls or other obstacles that may weaken the Wi-Fi signal.

5. Check the Number of Devices Connected to Your Router

If many smart devices, phones, computers, or other devices are connected to the same router, the router may have difficulty maintaining all connections.

Try temporarily disconnecting some devices and check whether the smart device comes back online. You can also check your router's specifications to see how many simultaneous connections it supports.

6. Update the eWeLink App

Check for updates to the eWeLink app and install the latest version.

7. Check the 2.4 GHz Wi-Fi Settings

If your device only supports 2.4 GHz Wi-Fi, disable the router's band steering or combined 2.4 GHz/5 GHz Wi-Fi feature, and make sure the device connects to the 2.4 GHz Wi-Fi network.

In your router settings, configure the 2.4 GHz wireless mode as 802.11b/g/n, without 802.11ax (Wi-Fi 6) or other wireless standards. Also check that the security mode is set to WPA or WPA2 (without “-PSK”) and that the encryption method is WEP, TKIP, or AES.

8. Change the 2.4 GHz Wi-Fi Channel

In your router settings, try changing the 2.4 GHz Wi-Fi channel to 1, 6, or 11, then check whether the device can connect normally.

9. Test With a 2.4 GHz Mobile Hotspot

Try connecting the device to a 2.4 GHz mobile hotspot for testing. If your phone supports a Wi-Fi 6 hotspot, please disable Wi-Fi 6 before proceeding.

If you are using an iPhone as the hotspot, enable Maximize Compatibility before testing.

If the device works normally when connected to the mobile hotspot, the issue is likely related to your router or Wi-Fi settings. In this case, we recommend checking your router configuration.

Note: If your device supports 5 GHz Wi-Fi, you can skip Steps 7–9.

10. Delete and Re-add the Device

If the device is still offline after completing the steps above, open the device settings in the eWeLink app, delete the device, and then add it again.

If the issue persists after re-adding the device, please reach out to us at support@ewelink.zendesk.com.