While we aim for 100% uptime, sometimes your Sense monitor can go offline. You’ll know your monitor is offline if you see the sleeping monitor animation in the place of your power meter or device bubbles. If the Sense monitor is offline for more than 30-60 minutes, you may also receive a push notification or email. You can opt-out of these notifications in the Settings screen of the mobile apps for iOS/Android.
A number of things can cause your monitor to go offline, including:
- Loss of Wi-Fi connection
- Sense jumping to different access points with the same SSID
- Distance from router or access point
- Power outage (including brownouts)
- Firmware update (happens occasionally at 7AM UTC for up to 10 minutes)
- Temperature conditions outside of the environmental specifications
- In the United States WiFi channels 12 and 13 are reserved for official use, so Sense will not connect to networks using those channels. If your network adjusts its WiFi Channel automatically, it may switch to one of these channels, which will cause Sense to lose its connection
If your monitor does go offline:
- Check that your Wi-Fi is still functioning properly by running a Network Connection Test.
- If your Sense monitor is still connected to Wi-Fi but offline for some reason, you can reboot by power cycling. To power cycle your Sense monitor, turn off the breaker that is powering Sense and wait 5 seconds. Flip the breaker back on. Please take all appropriate precautions when working with your electrical panel.
- If you’ve tried the above and are still experiencing problems, please reach out to our Support team.
If you're concerned that a Sense server outage may be affecting your Sense monitor, you can always check our server status (and sign up for email notifications of service outages) at status.sense.com.