Sync Module offline

If you seen an "Offline" message in the bottom lefthand corner of the app (pictured below), please try the following troubleshooting steps.

This means that your Sync Module is not currently connected to our servers.  This can happen for a number of reasons.  If there is an issue with your home WiFi or Internet connection, this message will be displayed.  If the issue does not resolve itself in a few minutes, you will need physical access to the Sync Module to troubleshoot this issue.  There is no remote troubleshooting that can be done to resolve this issue. 
These troubleshooting steps may help to resolve this issue:

1. Verify your WiFi connection is working:   On your computer or mobile device connected to the same WiFi network, visit a website to verify that your connection is working.

2. Verify your Sync Module is displaying a solid green and solid blue light.  If you see any other light pattern, power cycle your Sync Module, unplug the power cord from the back of the unit for 10 seconds and plug it back in.  The Sync Module should then reboot and display a solid green and solid blue light within 45 seconds. 

3. If your Sync Module has failed to connect after power cycling, please try to reconfigure your Sync Module by following our article here.

This process will help you to factory reset your Sync Module and go through the setup process again to reconnect. 

If you have any further issues, please use the Technical Support link to get in touch with Customer Service. 

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