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My device is offline – what can I do?

Updated

Intro

Is your device shown as "offline" in the app? Don't worry – this guide will help you.

The following steps apply to all device types that you can integrate with our system:

  • 🔌 Wallboxes
  • 💡 Switches & sockets
  • ☀️ Inverters
  • 🔋 Measurement systems & electricity meters
  • 🔋 Battery storage
  • 🌡️ Heat pumps
  • 🍽️ Dishwashers & smart home appliances
  • 🔥 Heating elements

In most cases, an offline status is caused by one of these three common issues:

  1. Unstable internet connection (especially with Wi-Fi devices)
  2. Changed passwords in the manufacturer account
  3. Expired authentication keys (API tokens)

This guide will walk you through the troubleshooting process step by step. We will proceed from general to specific.

Tip: Follow the steps in order and check if the device is back online after each step. This is the fastest way to identify the cause.

Part 1: The quick checklist (for all devices)

Before diving deeper, check these 5 points. In most cases, the solution is found here.

✓ Step 1: Is the device powered on?

It sounds trivial, but it is often overlooked. Check:

  • Is the status LED on the device lit?
  • Does the display (if available) show anything?
  • Has a fuse tripped or was the power turned off recently?

→ Solution: Check the fuse box, disconnect the device from power briefly (wait 30 seconds), and plug it back in.

✓ Step 2: Is the device online in the manufacturer's cloud?

Open the manufacturer app for your device (e.g., Shelly app, go-e app, Sungrow app) and check if the device is shown as "Online" there.

If the device is also offline in the manufacturer app: The problem is not with the energy manager, but with the connection between the device and the manufacturer's cloud. Additionally, check if there is a known outage at the manufacturer's cloud:

  • Google search: "[Manufacturer Name] cloud status" or "[Manufacturer Name] outage"
  • Social media / manufacturer community forums

If there is a known outage: Wait. The device will come back online as soon as the manufacturer resolves the issue. If there is no outage, continue with Part 2 (Internet connection).

If the device is online in the manufacturer app but offline in our app: The problem lies between the manufacturer's cloud and our platform. Continue with Part 3 (Authentication).

✓ Step 3: Restart the device

A simple restart fixes a surprising number of problems:

  1. Disconnect the device from power (unplug or turn off the fuse)
  2. Wait at least 30 seconds (important to clear the cache)
  3. Turn the power back on
  4. Wait 2–3 minutes for the device to fully boot up

✓ Step 4: Reload the app

  • Pull down the app view to refresh the data
  • Or log out and log back in
  • On desktop: Clear the browser cache (Ctrl+F5)

Part 2: Internet connection – the most common cause

An unstable or slow internet connection is the number one cause of offline issues. Wi-Fi devices are particularly affected.

Check Wi-Fi signal strength

Open the Wi-Fi info in your manufacturer app (usually under "Device details" or "Network"):

Signal strength (RSSI) Meaning
better than -50 dBm Excellent ✓
-50 to -65 dBm Good ✓
-65 to -75 dBm Marginal – connection drops possible
worse than -75 dBm Too weak – problems likely

Tip: A Wi-Fi analyzer app or your router's Wi-Fi analysis tool can also show you the signal strength at the device's location.

What to do if the Wi-Fi is weak?

  • Move the router closer to the device (wallboxes are often in the garage while the router is in the house – many walls in between)
  • Install a Wi-Fi repeater / mesh system (e.g., Fritz!Repeater, Deco, Orbi)
  • Use a Powerline adapter (e.g., devolo) if Wi-Fi cannot reach the location
  • Connect via LAN cable if the device has an Ethernet port (the most stable solution!)

2.4 GHz vs. 5 GHz Wi-Fi

Most IoT devices (wallboxes, inverters, Shelly, etc.) only operate on 2.4 GHz.

Common problem: The router uses a single Wi-Fi name for both 2.4 GHz and 5 GHz. The device often fails to connect reliably.

→ Solution: Split the bands into separate SSIDs in the router settings (e.g., "MyWiFi-2G" and "MyWiFi-5G") and connect the device explicitly to the 2.4 GHz network.

Restart the router

If multiple devices are having problems at the same time: restart your router completely.

  1. Disconnect the router from power
  2. Wait 1 minute
  3. Plug it back in
  4. Wait 5 minutes for everything to reconnect

Part 3: Passwords & Authentication

The second most common cause: You changed the password for the manufacturer account, but our platform is still using the old one.

Why does this happen?

Our platform logs into the manufacturer's cloud using your credentials. If you change your password there, our platform can no longer connect → device goes offline.

How do I recognize this?

Typical signs:

  • Error message in the app: "Authentication failed" or "Invalid credentials"
  • The device is online in the manufacturer app, but offline in our app
  • You recently changed your password or completed a security check

Solution 1: Update credentials

  1. Log in to the app (preferably via browser)
  2. Go to Devices → [your device] → Settings
  3. Click on "Update credentials" or "Reconnect"
  4. Enter the new password and save
  5. The device should be back online after a few minutes

Solution 2: Delete and re-add the device

If updating the credentials does not work – or if the API token has been completely renewed – the cleanest way is often: Delete the device in the app and add it again from scratch.

  1. In the app, go to Devices → [your device]
  2. Click on "Delete device"
  3. Add the device again and log in with your current manufacturer credentials
  4. The device will be back online after a few minutes

Especially with expired passwords or API tokens, this is often the fastest way – don't worry, your historical data will not be lost.

API tokens / API keys expired

Some manufacturers use API tokens with limited validity. These expire after a certain period (e.g., 1 year) and must be renewed.

→ Solution:

  1. Log in to the manufacturer's portal and create a new API key
  2. Enter the new key in the app under device settings – or delete and re-add the device as described above

Part 4: If nothing helps

If you have gone through all the steps and the device is still offline, contact support with the following information:

  • Device type and model (e.g., "go-e Charger Gemini 11kW, firmware 55.4")
  • Since when has it been offline?
  • What have you already tried?
  • Screenshots: Error message in the app, status in the manufacturer app, Wi-Fi signal strength
  • Special circumstances: Password changed? Router replaced? Firmware update?

This will help us assist you as quickly as possible.