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Sonoff Devices Offline Troubleshooting

When you can power up the Sonoff products or other eWeLink supported products normally but fail to control it (offline), the first thing you should do is to check how the LED indicator of your product blinks. Usually, there are three kinds of blinking statuses(here we take the Sonoff Basic for example):


1. The LED indicator quickly blinks one time and repeats (blinks once every 2s), which means the device has failed to connect to the router.


2. The LED indicator quickly blinks twice and repeats, which means the device has connected to the router but fail to connect to the server.


3. The LED blinks once every 1s, and the device is offline.

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The device has successfully connected to the router but hasn’t been added to the user’s account. Please power off the device and restart, then wait for a while. If the device is still offline, please delete it and re-add.

 

If you have deleted it and tried to re-add for several times but still failed, please try below:

 

Prepare another phone, enable its hotspot. Use your phone to connect the hotspot WiFi and add devices to eWeLink. If it is online successfully, this means that the problem is due to WiFi. Please check your router settings.



After judging the problem, you can troubleshoot the problems accordingly with below solutions.


Other Issues to Cause Offline Problem


Upgrading Firmware Causes Offline

 

In some conditions, upgrading firmware will cause MAC address change, then your device will become offline. Below is the firmware list that will cause MAC address change.


Firmware version   

 MAC address change when 

FWSW-01

Upgrade to versions higher than 1.5.2

FWSW-0185

Upgrade to versions higher than 1.5.2

FWSWES-04

Upgrade to versions higher than 1.3.0

FWSW-01P

Upgrade to versions higher than 2.0.2

FWSW-01TH

Upgrade to versions higher than 2.0.1


When this happens, please bind your device’s MAC address to your router’s binding list, as follows:

Go to Router Settings -> Close MAC Filter -> Connect your device to the router -> Add the device MAC address to the MAC Binding list -> Enable MAC Filter

If you don’t know about your firmware well, please submit a feedback on the App eWeLink. 




10 Solutions to Failed to Connect to the Router


1. Wrong WiFi Name or Password

You may have entered wrong WiFi name and password in the pairing process. Please delete the device and re-add. Please make sure you have entered them exactly and select remember password. 


2. Weak WiFi Signal

Your device may be too far away from the router, which causes a weak WiFi signal. Please try again with strong WiFi signal.

Note: our devices can't connect to 5G WiFi, only 2.4G WiFi supported.

 

3. Phone Unable to Connect to WiFi

Your router or phone may come across some error, which causes a connection failure. Please make sure your phone can access the WiFi router and works normally. If your phone has WiFi network in the Access Point but the device still fails to connect to the router, please refer to below solutions.

 

4. Too many devices connect to the AP

There might be too many devices connect to the AP which connects to with the router, please turn off the devices or turn off the AP and try again

 

5. Too Many Connections to One Router

You may have too many devices connecting to one router. Most of the routers have connection limit. Please disconnect other devices, then power off and restart your device.


6. Change DHCP Settings

You may have too many devices connecting to one router. Please reset DHCP address pool in router settings, then power off and restart the device to connect again.

 

7. Router Error

Router error. Please restart your router and try again.

 

8. MAC Address Prohibited

For some security reason, your MAC address may be filtered and prohibited. Under such a condition, you should remove it from the prohibited address list.

 

9. MAC Address Conflict

Close all other connected devices to this router and try again.


10. DHCP tenancy term problem

Prohibit DHCP or extending DHCP tenancy term when DHCP is open. 

Under the condition of disabled DHCP or open DHCP, you can extend the lease.

 

 

8 Solutions to Failed to Connect to Server


We are upgrading the server or there exists server error. If the server is running normally. Please check below:


1. Unable to Visit the Internet

If the extranet cannot be accessed, then use your phone or PC to visit the Internet. If successful, try to connect your device again.

If you have stopped paying Internet fee or extending your network service, your can’t visit the Internet.

 

2.Bandwidth Occupied

You may have downloaded too many files at the same time, which occupied most of the bandwidth, thus your device did not have enough bandwidth to connect to the server. If so, please stop downloading and try to re-add your device.


If your other apps can be run normally, only eWeLink display offline, the problem should be your wireless carrier can’t resolve the address of eWeLink server. Please manually change DNS to 223.5.5.5 or 223.6.6.6, then re-connect.

 

3.More than one router with the same SSID (name)

You may have more than one router with the same name, and your device may have connected to the non-networked one. In this case, you should reset your router name and choose the networked one to connect. Then try to connect your device again.

 

4.More than one DHCP server on one network

There may be errors existing between router topology. In this case, please check the connection way between routers, then try again.

 

5.ARP Attacked

If you have checked all above and found them no problems, maybe some terminal of the local area network you are locating has affected ARP virus. We suggest you to manually bind gateway and MAC address, then try again.

 

6.Firewall Settings

You may have opened firewall or some security software. In this case, please temporarily close them and try to connect the device again.

 

7.DNS Server Inaccessible

After making all above checks and finding them no problems, the possible problem should be DNS error. Please manually change DNS server address and try again.


After making all above checks and find no problems but still failed, the possible problem should be DNS error. Please manually change DNS server address to 119.29.29.29. Then try to re-add your device.


8. IP address conflict

Please close all other connections that connect to the router. Then try to re-add your device.


9. Ping server address to check if server is normal

You can also ping our server address on your computer. Please select the server address according to your location. Then send the result to our support. If you don't know how to ping, please check this post (https://iihelp.iinet.net.au/How_to_run_a_ping_test).

EU: 

eu-disp.coolkit.cc

Asia:

cn-disp.coolkit.cc

US: 

us-disp.coolkit.cc


Please submit a feedback on eWeLink, describe your problem in details. If you have a hardware problem, please submit a new ticket in our Smart Home Forum. We will follow up on your ticket.

Our support will deal with your issue as soon as possible in working time. Our working time is Monday ~ Friday, 9:00 to 18:00 Beijing time, Time Zone:8. 





My Galaxy Note 3 is facing problem to upgrade to eWeLink to v.2.0.8. Anyone who has the .apk file, please forward to my email mslimkl@gmail.com. Thank you.

 

You can download it from Google Play. Thank you!

My device have fail to connect to sever, so How to manual change DNS server address.

Changing DNS for me did not help. My Pow device cannot connect to the Amazon IP 52.8.136.175.

 sonoff 4 cnl babamın telefonuna kaydettım simdi kendi telefonuma kaydettmek ıstıyorum ama urun kayıtlıdıyor ne yapmam gerekıyor..


I am so confuse Device keep showing offline.....hrrrrr.

ne dıyosun hırr


Hello. I just installed my sonoff touch wall switch and it says on my husband's phone (Samsung S7) EWELink app, offline. My iphone 7 does not even see ITEAD wifi on it so I can install it. I checked the settings, there is no firmware on the app for this unit.
I have tried everything suggested but 2 of my 3 devices are still off line. They all worked at some stage so why do they appear off line now?

 

Hi, I have just purchased another two Sonoff units(from ITEAD)  Both "pair" OK but will not connect - both show as "off line"
I have tried everything suggested on these pages, even another router. Is it just me?
NB: The soldering quality of these latest units leaves a lot to be desired too!

 

I have the "device offline" problem in eWelink and the Sonoff G1 flashes 2 times. How can I reset the Sonoff G1?

1 person likes this
If it flash when putting the device in pairing mode, Turn it off wait a couple of seconds. Turn it on, press the program button about 10 seconds release it. See if it blinks 3 times and then solid. If it does. Press again the program button and live it press until it start flashing rapidly no solid and then released. You will see the itead wifi. Connect to it and continue the process as normal. It will work. I have 10 devices and 4 of them have that issue. I try it on all of the 4 and it work great from the first try. No where here or online they say that and I could not find a way to make this work until I remember another device I have long time ago that have exact same problem and walla! It work. Good luck. Try this and you will have them working in no time.
I have 2 device that failed to connect to server, My network haven’t problem because the first device Works

From yesterday same problem with me, my Sonoff POW is offline, worked for 10 days and now is dead. Another one in the same room works fine. Tried to restart it, deleted and added again, it pairs with router but for some reason can not connect to server. I believe it is faulted, can not find another reason that one device works and another does not...

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