Device is Offline: Troubleshoot Your Internet Connection

We're sorry that your ibi device is currently offline. We have a few simple steps to try and get your device back online. 

Let's begin by checking your home network first

NOTE: At any time, you may return back to your ibi app to refresh your connection by swiping down on the screen to force a refresh. Here is a helpful graphic to learn how to do this:

pull-to-refresh

Verify that your home Wi-Fi network has an active internet connection

  1. Use a device that is connected to your home Wi-Fi network
  2. Open an internet browser
  3. Load www.meetibi.com on this browser to verify that you have an active internet connection.
If you're unable to load the page or the page loads slowly, then contact your internet provided to diagnose your issue further. 
  • Once your internet issues are resolved, your ibi device will automatically connect to your network. No additional work will be required from you.

NOTE: When using your mobile device for this step, it's important to make sure that you're connected to your wi-fi network. A quick way to check this is to refer to your status bar located at the top of your device, to verify that you see a wi-fi icon indicating that you are connected to a wi-fi access point. 

If you are able to load the page without any issues, then let's try the steps below

NOTE: Please unplug your ibi device from power before moving it from it's current location.

  1. Move your ibi device for an optimal connection. 
    1. We suggest placing your ibi within 15-20ft(4-6m) from the Wi-Fi router.
    2. Ensure very few walls/floors are between your ibi device and AP/Router
  2. Power OFF your router for 30 seconds and then turn the power back ON to reset your network.
    1. Verify that your internet connection is restored using the before moving on to the next step
  3. Make sure your ibi device is connected to your desired Wi-Fi network
    • Open the side menu by tapping on '☰' in the upper right hand corner of your mobile app
    • Then tap on 'Settings'
    • Now tap on your ibi device to manage it's Wi-Fi connection further
      • If your device is offline, you'll be presented with a warning dialogue before your mobile app tries to connect to your ibi. Follow these prompts to connect your ibi device to your Wi-Fi.
      • If your device is online, you'll see the network name that your ibi is connected to under the 'Network' section.
    • If you wish to change the network that your ibi is currently connected to, then follow the same steps as above and tap on the Wi-Fi network name. This will bring up additional details about the network that your ibi is currently connected to. Tap on the network name again to bring up the menu to change the network of your ibi device.
      • If you have a dual band router, try setting up ibi device on both the 2.4GHz and 5GHz bands. 2.4GHz is usually ideal for maximum distance and range where 5GHz will give you the best performance in terms of upload and download speed to your router.
Advanced Router Settings
  • Check your router settings to determine if Parental Controls have been enabled. 
    • If they have, then temporarily disable Parental Controls and see if that allows connectivity back to your ibi device.

Is your device still showing that it's offline? 

  • Try following the steps outlined in the 'Device is Offline: Troubleshoot Your ibi' in the related articles below.
  • Contact Customer Support to get further assistance.

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