The device still works from the wall switch, but the app says it's offline. Find out whether it's lost Wi-Fi, lost the Shelly cloud, or something else.
Checked
Gen4
Start here
What are you seeing?
Pick the closest match and we'll point you to the fix most likely to sort it.
The Shelly app reaches a device in one of two ways: directly over your home
Wi-Fi, or through the Shelly cloud when you're away. Offline in the app can mean
it's lost your Wi-Fi, or only lost the cloud.
The device keeps working through all of this. The wall switch still works, and
schedules stored on the device still run. You've only lost the app's view of
it, and the LED and its web page tell you which connection has gone.
Before you start
Every fix here is done in the Shelly app, a browser or your router's settings. Don't open the wall plate. If the device is warm, buzzing or clicking on its own, turn it off at the switchboard and call a licensed electrician.
Quick checks first
Run these checks before moving on to the fixes.
Checklist0 of 3 checked
Check other Shelly devices
If every Shelly in the house is offline, look at the internet and the router before you look at any one device.
Read the LED
Solid means it's connected. One second on and five off means it's on Wi-Fi but not the Shelly cloud. One second on and three off means it can't join your Wi-Fi.
Try its web page
On your home Wi-Fi, type its IP address into a browser. The web page works without the internet or the Shelly cloud, so if it opens, the device is on your network.
Fixes, most likely first
Work down the list and stop when it's fixed.
1
Most likely for you
The internet or the router is down
How to tell. Every Shelly shows offline at the same time, or other devices in the house can't get online either.
Restart the modem and router
Turn them off, wait a few seconds and turn them back on. Give the Shelly devices a minute or two to reconnect once the internet is back.
Use the app on home Wi-Fi in the meantime
The Shelly app can control devices over your home network without the internet. Schedules stored on the device keep running too.
Did this fix it?
2
Most likely for you
The cloud connection is off or blocked
How to tell. It works on home Wi-Fi but not away from home. Its web page opens, and the cloud icon at the top is grey or white, not blue.
Check the cloud setting
Open its web page and go to Settings. Under Connectivity settings, check the Cloud toggle is on. In the app it's the Cloud toggle under the device's Networks tab.
Read the cloud icon
At the top of the web page, a blue cloud means it's connected. White means it's turned on but not connected. Grey means it's turned off.
Check the router isn't blocking it
The Cloud setting shows the server and port the device connects to. If your router or firewall filters outgoing traffic, allow that server by name. Shelly says not to use IP addresses, as they change.
Check the time
If the web page shows a banner saying the time isn't synced, the device can't make secure connections. Shelly says a wrong clock causes connection failures. It syncs the time over UDP port 123.
Did this fix it?
3
Most likely for you
It's lost your Wi-Fi
How to tell. The LED blinks one second on and three off, and its web page won't open on your home network.
Check the network it was set up on
If you've changed the router, the network name or the password, the device is still trying the old details. Hold the button for 5 seconds to reopen setup and give it the new ones.
Work through the Wi-Fi guide
A 5 GHz band, band steering or a router security setting can stop it rejoining. The Wi-Fi guide covers each one.
Did this fix it?
4
Most likely for you
The signal is weak where it's installed
How to tell. It goes offline and comes back on its own, and other devices in the same spot have the same trouble.
Check the RSSI
Open its web page and go to Settings, then Wi-Fi. The Status line shows the signal as RSSI. Shelly aims for -67 dBm or better.
Bring the Wi-Fi closer
Shelly names metal wall boxes as a cause of poor signal. Move the router or add a mesh node or access point nearer the device.
Add a second network
Under Settings, then Wi-Fi, enter a second network's name and password under Wi-Fi 2 settings, click Save, then turn on Enable Wi-Fi. If it loses one network, it joins the other.
Did this fix it?
5
Most likely for you
It can't get or keep an address
How to tell. It joins the Wi-Fi but stays offline, or its IP address keeps changing. Shelly says a device can connect and still show offline without a usable address.
Reserve its address in the router
Set a DHCP reservation for the device in your router so it always gets the same address. Shelly prefers this to setting a static IP on the device.
Check the router has addresses to give out
If the router's DHCP pool is full, a device can't get an address. Make the pool bigger or clear out old leases.
Did this fix it?
6
Most likely for you
It has no power, or keeps restarting
How to tell. The wall switch does nothing and the LED is off, or the device drops out for a moment and comes straight back, over and over.
Check the circuit
Check the circuit breaker or safety switch at the switchboard. If it's tripped and trips again, leave it off and call an electrician.
Rule out restarts
Shelly's first check for repeated drop-outs is whether the device is restarting because of power or firmware. Update its firmware, and if it keeps restarting, ask an electrician to check the supply.
Did this fix it?
On your device
Shelly Presence Gen4The light tells you more
Read the colour
Slow yellow is on Wi-Fi but not the Shelly cloud, or the cloud is turned off. Slow red is not on Wi-Fi. Slow green is fully connected. Press the button once to show the current state.
No. The wall switch, schedules stored on the device and its web page all work without the internet. You need the cloud to control it from away from home.
The Shelly app sends offline alerts on its Premium plan. Our device offline alert script does the same from another Shelly at home.
You lose access from outside your home network. Everything on your home Wi-Fi keeps working.
