When a device is showing as offline in the app, it could be due to following reasons:
Unplugged/turned off at the wall
Power/socket issues
Wifi / Network issues, e.g. signal strength or network configurations
Device malfunctioning
If this is a persistent problem - please follow the steps outlined in step 3 below.
In order to correctly identify the underlying cause, we advise you to follow the steps below:
Step 1 - Restart the Device
Switch off and unplug the device from the power socket. Wait for 15-20 seconds. Plug the device back in to the power socket and turn on the device.
Step 2 - Check if the Device is connected to WiFi
Wait for 1-2 minutes after Step 1. Then, use a pin (or a paperclip) to press the left button for 2-3 seconds as shown in the image above (bottom image shows a different model of Ally Device).
Once the button is pressed, the device, if online, will announce its network status.
If the Device announces - “Connected to Network”; the device should show up as online in the App if it’s not already and the problem should be resolved
If the device status is “Not connected to Network”, please refer to this article on how to connect a device to WiFi.
If nothing happens after the button is pressed, please proceed to step 4
Step 3 - Troubleshoot if the Device Frequently Looses Connection:
If the device is persistently loosing connection, the WiFi signal strength may have changed and become weaker:
Please check the signal strength: Testing WiFi Signal Strength
If the signal strength is below the minimum needed please move the device to a new location with a stronger signal strength and follow the: Ally Installation Requirements
Step 4 - Isolate issue (Power socket vs Network vs Hardware)
Please check the right side of the device for any LED lights. If you see:
A solid red light - The device needs replacing. Try restarting it one more time, but if this continues please contact our support team to replace the device ([email protected]).
No light shows immediately after restarting the device - please check the socket is providing power by plugging the device into another socket which you know works. If the power socket is working, then please contact our support team to replace the device ([email protected]).
A flashing green light - please follow this article on how to connect a device to WiFi
A flashing red and green light - the device is booting up, please wait a few minutes and try Step 2 again.