If you’ve just noticed that your device(s) is offline in the Cloud Intelligence App and you’re not sure what to do, keep reading to see how to go about this issue.
If your device shows offline in the Cloud Intelligence App, start your troubleshooting by manually turning off the device and back on. Next, restart your router and phone — where the Cloud Intelligence app is installed.
If that doesn’t work for you, keep reading for more details on how to overcome the offline issue.
How to Get Your Cloud Intelligence Device Back Online
Reboot Your Router, Phone, and the Device
As mentioned earlier, this is the first step to resolving this issue. If your device shows offline in the app, reboot your router. You can reboot your router by unplugging it from the power outlet, then wait 20-30 seconds and plug it back in.
Next, reboot your phone (turn it off and back on).
Then, reboot the device (that shows offline in the app) — unplug it from the power outlet, and plug it back in. If the device is battery-powered, remove the battery. Then wait a few seconds and reinsert the battery. Now turn on the device.
Now open the app and your phone and check if the device is back online. If not, continue to the next step.
Check Your Wi-Fi Band
In some cases, your Wi-Fi network might be the reason for this issue. Perhaps you have a dual-band router and it switches Wi-Fi bands automatically.
Keep in mind that most smart devices do not support the 5GHz network, but 2.4GHz. So, if your router switches to this network band, the device may lose connection and go offline.
Check your router and try to switch Wi-Fi bands to see if the device regains connection.
Next, check that your phone (where the Cloud Intelligence app is installed) is connected to the same Wi-Fi network as the device. And if the device only supports 2.4GHz Wi-Fi, make sure your phone is connected to 2.4GHz Wi-Fi.
More so, make sure your router is not too far from the device.
If the device still shows offline in the app, continue to the next step.
Check Your Wi-Fi SSID and Password
Did you change your Wi-Fi credentials recently? If you’ve recently changed your Wi-Fi name or password, your device(s) in the Cloud Intelligence app may get disconnected and go offline.
If this is the case, go to the app and select the device. Then enter your new Wi-Fi details.
If you can’t find a way to enter your new Wi-Fi details, reset the device. This will remove it from the Cloud Intelligence app—then add it again and enter your new Wi-Fi information.
Uninstall and Reinstall the App
Your device might be showing offline in the Cloud Intelligence app because the app on your phone contains a bug or if it’s not updated to the current version.
So, another fix to try is removing the app from your phone and reinstalling it. Doing this will ensure you have the current version—free of the previous glitches.
The procedure to remove the app from your phone depends on the brand of phone you have. But for most smartphones, you can remove an app by pressing and holding the app’s icon. Then swipe up or follow the prompt on the screen to remove it.
After removing the app, go to your app store and type “Cloud Intelligence”. Then tap the Install button to reinstall the app to your phone.
More so, check if your device firmware requires an update and get it updated. If your device firmware is outdated, it might cause some malfunctions, such as disconnecting and going offline in the app.
Check your device’s user manual for firmware update instructions.
Check for Compatibility
If you’re still experiencing offline issues, check whether the device is compatible with the Cloud Intelligence app.
As you probably know, the Cloud Intelligence app doesn’t work with all smart devices. So, if you add a device that is incompatible with the app, it might keep disconnecting and going offline.
But if your device is compatible with the Cloud Intelligence app and it’s not working even after applying the fixes above, see the next step.
Server Issues: Try Again Later
Sometimes, all you need to do to fix this issue is to wait and try again later—as this might be happening because of a server issue or so. And the developers might be working to get the issue fixed.
You can check some popular forums like Reddit to see if other users are having the same issue. If so, wait until the issue is resolved and check if your device is back online.
Rebooting your devices (phone, router, and the device itself), uninstalling and reinstalling the Cloud Intelligence app should help fix the offline problem.
However, if the problem persists after trying all the fixes here, perform a factory reset on the device and try again. If it still fails, it might be a server issue. Wait and try again later.