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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 connect with us:

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

In the vast majority of cases, an offline status is due to one of the three most common causes:

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

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

Tip: Work through the steps in order and check after each step if the device is back online. This way you will find the cause fastest.

Part 1: The quick checklist (for all devices)

Before you dig deeper, check these 5 points. In most cases, the solution is here.

✓ Step 1: Is the device powered?

Sounds trivial but is often overlooked. Check:

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

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

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

Open the manufacturer app of 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 management but with the connection between the device and the manufacturer cloud. Also check if there is currently an outage at the manufacturer cloud:

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

If there is a known outage: wait it out. The device will come back once the manufacturer has fixed the problem. 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 cloud and our platform. Continue with Part 3 (authentication).

✓ Step 3: Restart the device

A simple restart fixes surprisingly many problems:

  1. Disconnect the device from power (unplug or switch off fuse)
  2. Wait at least 30 seconds (important so the cache clears)
  3. Turn the power back on
  4. Wait 2–3 minutes until the device is fully booted

✓ Step 4: Reload the app

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

Part 2: Internet connection – the most common cause

An unstable or too slow internet connection is the number one main cause of offline problems. Especially Wi-Fi devices are 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 Borderline – connection drops possible
worse than -75 dBm Too weak – problems likely

Tip: A Fritz!App WLAN or the Wi-Fi analysis of your router also shows you the signal strength at the location.

What to do with weak Wi-Fi?

  • Move the router closer to the device (often wallboxes are in the garage, router in the house – many walls in between)
  • Install Wi-Fi repeaters / mesh system (e.g., Fritz!Repeater, Deco, Orbi)
  • Use powerline adapters (e.g., devolo) if Wi-Fi doesn’t reach
  • Connect via LAN cable if the device has an Ethernet port (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 has only a single combined Wi-Fi name for 2.4 GHz and 5 GHz. The device then often does not connect reliably.

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

Router restart

If multiple devices have problems simultaneously: restart the router completely once.

  1. Disconnect the router from power
  2. Wait 1 minute
  3. Plug it back in
  4. Wait 5 minutes until everything reconnects

Part 3: Passwords & authentication

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

Why does this happen?

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

How can I tell?

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 into the app (best via browser)
  2. Go to Devices → [your device] → Settings
  3. Click on "Update credentials" or "Reconnect"
  4. Enter and save the new password
  5. After a few minutes, the device should be back online

Solution 2: Delete and re-add the device

If updating credentials doesn’t work – or if the API token has been completely renewed anyway – the cleanest way is often: delete the device in the app and add it fresh.

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

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 time (e.g., 1 year) and need to be renewed.

→ Solution:

  1. Log into the manufacturer 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 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 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 way we can help you fastest.