Support Center

Device says "offline" (radio silence) even though I set it up properly

Last Updated: Jul 21, 2016 01:01PM PDT
If your device has setup successfully, but hasn't sent data, there may be an issue with your device. At this time, we are hard at work looking for a solution to this issue. A couple of things may be affecting this:

1 - Your device is too far from your router
You can check this by moving your device closer to the router and see if it updates in the app after about 30 minutes.

2 - Your device is having issues with your network
Our recommendation would be to reset your router then turn off your device, let it sit for 30 minutes, reset your router, and turn it back on. If that doesn't work, please send an email to support@bloomsky.com with your device ID and a short video (30-45 seconds) of the device lights while the device is running after setup.



If you are connecting to an access point and not the main router we suggest the following steps:

1. Enable your main router's guest access using the same SSID as your access point
2. Configure the BloomSky device using that SSID
3. Disable the guess access for the main router
4. Relocate the BloomSky device in the same area as the access point.
 

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