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. Mostly, the offline problem is caused by network connection.

Note: 1.If you change the wifi, you'll need to delete the devices, and re-add them via the new wifi, or they will be all offline.

2.One router can bear a limited number of devices (including phone, PC, smart devices), most routers can provide a normal wifi for about 15 devices, but if the wifi is poor, this will be reduced.

3.After successfully add devices, it doesn't matter what network your phone connects with. But if the wifi Sonoff products connect with is unstable, Sonoff devices will be easily become offline.

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 WiFi 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.

image



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 WiFi 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 stronger 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.


* eWeLink keeps prompting “Network Unavailable”, what to do?


Please ping our server URLs on your PC:
If your location is in Asia:
cn-long.coolkit.cc, cn-api.coolkit.cc, api.coolkit.cc.
If your location is in EU:
eu-long.coolkit.cc, eu-api.coolkit.cc, api.coolkit.cc.
If your location is in Oceania:
cn-long.coolkit.cc, cn-api.coolkit.cc, api.coolkit.cc.
eu-long.coolkit.cc, eu-api.coolkit.cc, api.coolkit.cc.
If your location is North Ameria or South America:
cn-long.coolkit.cc, cn-api.coolkit.cc, api.coolkit.cc.
How to ping? Check this tutorial.
If the result shows the connection between the server and WiFi is well, your network is OK.
If the result shows the connections is bad, please change your phone’s DNS to 119.29.29.29.
Still failed? Please change router’s DNS to 119.29.29.29, then ping the corresponding URL again.
If the result shows the IP addresses don’t run, please send the related URL to your network operator, let them help you. For example, if you are Asian user, please ask the network operator to parse these two domains: cn-long.coolkit.cc, cn-api.coolkit.cc, and api.coolkit.cc.


 

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. 





3 people like this

@Celi77

Switch 4G/Wifi - or Wifi/4G and your android app will re-connect

It seem to be a new bug !! (Another one !)

@coin76

 It did not help, the factory settings of the router did not help, try on the other phone does not work. Help :)

1. Don't use to Electronic Fluorescent lamp.

2. Attached Any Inductor to LNA.

    Simple Low cut(High pass) filter.

image

3. Result to Offline Problem clear!!!


2 people like this

Finally got it working again.  Since I installed a new router the Sonoff would not work, yes I tried entering new credentials, pinged the server, turn off and on, sucked on an egg!, oh and also waited long time with it turn off and with it turned on.  Anyways, here's what I fixed it:

1. I pressed and held the reset button for 5 seconds until the led flashed twice quickly then a slightly longer led flash (this is not pairing mode on my sonoff basic).

2. Pressed and held the sonoff button a second time for 5 seconds until it flashed rapidly.

3. Clicked on the ewelink app pair button and selected the new wifi credentials.


Note..... This is a big note.......I don't know whether it's an issue with my new Asus router or with the sonoff but having mixed case letters as your wifi ssid does NOT work.  Mine kept failing to connect at this point.  I had originally set the ssid to KeepOut and it wouldn't connect, I set it to KEEPOUT and it failed to connect as there must be some issue with similar name.  I set it to another new name, all in full case and one I hadn't used before i.e. HOMEAUTOMATION.  This worked.


4. Everything now works fully.  p.s. don't forget to Discover New Devices if you need to control via Alexa....oh and make sure you enable the  "eWeLink Smart Home Fan" skill on Alexa.

Could not pair device and followed Elliot Ramos advise - worked perfectly!
Hello. Is there someone the same problem like mine. Can't see from two weeks ,electricity record on my sonoff pow? Before that was eveything ok
I have same problem. Electricity record don't work.They told me that device is bad. Seller refunded me money but i need to know is there problem with softwer acording to Sonoff Pow or we doing something wrong with devices?

I have a problem with some sonoff devices that stops comunicate and appears on ewelink as offline. I tried to delete and create it but problem continues. I replaced the router, deleted all sonoff and add it through new router. Before i changed the router, one of the sonoff was ever offline and it was corrected, but only for some days: at few days the problem happens newly and, after some days more, another unit has the same problem. I have tried delete and add it, but unsuccessfuly.

I think this sonoff is a shit. Like all chinise stuff. Work ,but not everythink

I have a very strange issue if i take the unit to work I can connect no Issue using the 2.4ghz router I have set about 3 2.4ghz access points at home to the same settings no joy I keep getting device off-line thought it could be my ISP took access point to work the works router worked again tried my access points device offline what is going on?

How do we submit a ticket to ewelink??? You mention doing it but I can't find a way of doing it when the app isn't working!!


Devi utilizzare il feedback dall'applicazione del telefono

What is now, my lights do not want to light up - server down in Europe again?

 


1 person likes this

It seems that Europe server goes down every month now.

All my sonoff devices are offline for over a day now (netherlands). Anyone experiencing the same issue? Looks like a server issue to me. If so can anyone provide a status update? When can i expect this to be resolved?
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