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

Since yesterday i try to connect my POW, all is fine, pairing, adding on ewelink, but the device stay desperately off line !!

Server
eu-disp.coolkit.cc is pingable from my network...

how to go ahead ?

 

I think that there is a problem in itead’s servers because I ping eu-disp.coolkit.cc, cc-disp.coolkit.cc and is-disp.coolkit.cc, i change dns too, but doesn’t. I try 2 devices (th16 and SC) but they have the same problem. I open the ticket waiting for they answer
Ok, Waiting for the answer, give me some feedback.
Regards

 

Please open a Ticket is very important to report the problem.
ok

 

Same problem with me - I can pair a Sonoff POW and TH16 with the EWElink app but both devices will not go online.   The LED blinks twice suggesting no connection to the server.

Same here with a brand new POW. Wrote a ticket yesterday, I hope some one cares!

 

Have had a response from Itead on http://support.iteadstudio.com/support/tickets/62813


Have also reported via feedback on the ewelink as they have advised.

Please copy the answer, your ticket is personal, we can't access it !

 

Sorry about that - here is the response from Itead and my replies........


Dear Ivan,

Does the pow ever online?

Please refer to following methods:

0.Our device just can be used with 2.4G network.

1.Please refer to following link: http://support.iteadstudio.com/support/discussions/topics/11000001238

3.Not connect to wifi:

 1)Please check the SSID and password, make sure they are entered correctly?

 2)try to power off the device and router for some seconds ,and power them again.

 3)Try to Make a smart phone as hotspot connect to Internet,use another smart phone connect device to this hotspot.

4)Your wifi name and password should be in English letters and numbers. No special letters allowed,and have better the length don’t beyond 20.

 5)Please try to make your router haven’t password to connect device.

 6)Change SSID channel to unique.

4.Not connect to router:

 1)Try to ping our server:eu-disp.coolkit.cc(in EU), us-disp.coolkit.cc(in US).

 2)Try to Change the router wireless setting from mixed mode 802.11g/802.11n to 802.11n only.

 3)Try to Change wifi 2.4GHz network to WPA TKIP mode.



If still not work,please answer following question,thanks:

Where are you come from?

The device firmware version?

Try to Make a smart phone as hotspot connect to Internet,use another smart phone connect device to this hotspot_can it work? if can't,how the device led blinking?

Please connect device to your server,even if device is offline.

And tell me your device ID, like ITEAD-10000xxxxx,you can see on the top of relay or pairing process or in Wlan

Also please submit this issue on ewlink feedback.

It will help us to solve this problem.thanks!




MY RESPONSE



Hi,  


Thanks for the fast response.   My two devices are still offline.   I don't think it is a problem with the devices as many people are reporting the same problem on this forum over the past few days .....


http://support.iteadstudio.com/support/discussions/topics/11000016669?page=1

http://support.iteadstudio.com/support/discussions/topics/11000007440?page=1


I am also very familiar with Sonoff products - I have 20 working devices in my ewelink app.   It is just these new devices that won't go online after pairing, the rest of my devices are working very well.



Anyway, to answer your questions....



Where are you come from?  United Kingdom


The device firmware version? Can't tell as says "Unknown" as device is offline.  I bought both of these devices recently from Banggood so I expect them to be recently manufactured.


Try to Make a smart phone as hotspot connect to Internet,use another smart phone connect device to this hotspot_can it work? if can't,how the device led blinking?  Tried this - using two different phones with a new ewelink account - still won't go online - LED blinks twice.


Please connect device to your server,even if device is offline.  I have two devices not working - I will leave the POW unit switched on.


And tell me your device ID, like ITEAD-10000xxxxx,you can see on the top of relay or pairing process or in Wlan   (POW unit - XXXXXX,TH16 unit - xxxxxxx)



Hope this helps identify the problem.



AND


No solution yet but I have undertaken further investigations-


My ewelink app is version 3.1.4.


I checked my wife's phone and she still has version 3.0.0 - so tried to install the POW device on this.   Did not work - exactly the same outcome, paired but would not go online.   LED blinks twice.


So it appears not to be a problem with the latest version of the ewelink app.

Seams to be the same, POW just arrived from banggood, ewelink accept adding item, the device blink twice and twice, knowed by my routeur, but newer pass to solid green led, and definitely staying offline in ewelink....

 

My device arrived yesterday from Banggood and still exakt the same problem...

THE SOLUTION IS:

 

Substitude IP address of eu-disp.coolkit.cc to 52.29.61.50

 

Right now for some reason current eu-disp.coolkit.cc IP doesn't accept connection to 8081 port, but the old one - does. You can check it by:

current:

telnet 52.28.157.61 8081


old:

telnet 52.29.61.50 8081


SOLUTION

Here is an example how to make a substitution in Mikrotik router:

Open Winbox

Get to "IP > DNS" menu

Click on "Static"

Click on "+" (add static DNS entry)


Name: eu-disp.coolkit.cc

Regexp: <leave empty>

Address: 52.29.61.50

TTL: <leave by default [1d 00:00:00]>


Click on "OK"

Close the DNS Static subwindow

Click on "Apply"


Profit! Now your POW is online!

i have the rf bridge 433 and it´s not possible to add my remote control (433mhz).

i choose the switch and try to learn the button but it failed....


thanks for answering...

Pit - I too have a RF Bridge - it does not connect to some of my RF devices but it does to others!   It connected to some after a lot of trying.   The Itead info does give a range of 433 standards it does connect to - I guess yours is not compatible.    


I also have a Broadlink Pro RM and almost very RF device connects to that.

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