When a HomeWizard device is shown as offline in the HomeWizard app, the device has lost its internet connection. The data cannot then be displayed in the HomeWizard app.
This can have several causes. Follow the steps below to get the device back online.
Step 1. Check your internet connection.
Check if your Wi-Fi router is online and if other devices (like your phone or laptop) are connected to the internet.
Are other devices not working either? Restart your router by briefly unplugging it.
Step 2. Check the HomeWizard device.
Check if the HomeWizard device is receiving power. A device that is properly connected but has no Wi-Fi connection can be recognized in the following way:
P1 Meter: the ring blinks red (on this page you will find the meaning of other colors)
Energy Socket: the ring blinks red
Plug-In Battery: the status bar on the front blinks red
Energy Display: the display shows ‘No internet connection’ (in several languages).
Watermeter: the ring blinks red (if you are using the Watermeter on batteries, first press the button to activate the status ring)
kWh Meter: the display shows the Wi-Fi strength with signal bars. If no signal bars are shown, the kWh Meter is offline
Is the status ring off? Disconnect the device from power for 10 seconds and reconnect it. Contact us if the status ring remains off after this.
Step 3. Check the last known Wi-Fi status.
With a weak Wi-Fi signal, it is sometimes possible to connect a device, but the signal may drop later. View the last known Wi-Fi signal in the HomeWizard app. Go to Settings > Devices and select the device that is offline. Here you will see 'Wi-Fi:', followed by the name of the Wi-Fi network and a percentage.
Is the percentage lower than 50%? Then the Wi-Fi signal may sometimes drop. Is the percentage lower than 20%? Then there is a high chance that this will happen regularly. Move the HomeWizard device to a place with a better Wi-Fi signal or improve the Wi-Fi signal with an additional Wi-Fi point.
Even a signal strength of 100% can cause problems. If the HomeWizard device is within 0.5 meters of your router, there may be too much interference to receive/send data correctly. Try to place your router at least 0.5 meters away from your HomeWizard device.
Known issue: Genexis Platinum
These routers (offered by Delta, among others) may occasionally disconnect HomeWizard devices. A solution from Genexis is currently not available. You can solve this yourself by adding an additional Wi-Fi point of a different brand.
Step 4. Reconnect the HomeWizard device to Wi-Fi.
Is the last known signal higher than 50% and has the device or your router not been moved since? Reconnect your HomeWizard device to Wi-Fi via Settings > Devices > select device > ••• (top right) > Reconfigure Wi-Fi.
Good to know: HomeWizard devices only work on 2.4 GHz. Networks on 5 GHz are not shown in the list of available Wi-Fi networks.
Step 5. Check for updates or outages.
Check in the app if a firmware update is available for the device. To do this, go to Settings > Devices > select device > ••• (top right) > Check for updates.
Still not working?
Contact us by pressing the green button at the bottom right of this page. Our virtual assistant will either direct you to the correct helpdesk article or pass your question on to our support team. We usually respond within 48 hours on business days.