If you found your way to this article, you were likely met with a message on your Kaiterra Web App that said something like this: "The device is currently offline. If you need help reconnecting it, check out our troubleshooting guide"
This message appears when your device has been offline for an extended period of time, suggesting that the disconnection may be related to an issue beyond your network having a brief stability problem.
For this, you will want to troubleshoot both the device and your network connection directly. Here are some articles to help you out:
For the Sensedge:
- Sensedge Connectivity FAQs and Troubleshooting Guide - this article outlines the remaining problems we have encountered when it comes to trying to connect the Sensedge to an Internet network. Take a look to see if the problem you are facing is resolved here.
For the Sensedge Mini:
- How to connect to a Smart Wi-Fi or Smart Router signal - as Smart Wi-Fi and Smart Routers are starting to see more common use, so, too, is this relatively niche connectivity issue. If you are trying to connect your device to a Smart Wi-Fi or Smart Router system, take a look at this article for more information.
- Sensedge Mini Connectivity FAQs and Troubleshooting Guide - this article outlines the remaining problems we have encountered when it comes to trying to connect the Sensedge Mini to an Internet network. Take a look to see if the problem you are facing is resolved here.
For the Sensedge Go [Ethernet Gateway]:
- What Servers and Ports does the Sensedge Go (aka. Gateway) need to connect to? -- When using your building's Ethernet network with the Sensedge Go's Gateway, there are specific Servers and Ports that the Gateway must reach, otherwise it cannot properly send its data to our cloud
If you are having issues with the Cellular Gateway, contact our support team for further assistance.
If you have taken a look at all of the articles above and you still cannot connect your device to the network, submit a support ticket and our team will be more than happy to help!