If a Smart Plug shows as Offline or is unresponsive to commands, there are some basic troubleshooting steps you can perform.
Troubleshooting an Offline or Unresponsive Smart Plug:
To troubleshoot an offline or unresponsive Smart Plug, follow these steps:
Check the hub to ensure it is online (the LED should be green)
If the hub is not online, refer to our How Do I Troubleshoot an Offline Hub? article
Check that the Smart Plug is receiving power
For most models, a small LED is lit when the plug is turned on (also, you should hear a clicking sound when you turn the plug on and off using the physical button on the plug itself)
If there is no power, try plugging the Smart Plug into a different outlet
Power cycle the Smart Plug
Unplug the Smart Plug from the outlet
Wait ten seconds
Plug the Smart Plug back in
Reboot the hub
Refer to our How Do I Troubleshoot an Offline Hub? article
Contact our support team
If the Smart Plug is still offline or unresponsive, please reach out to our support team anytime using the details listed below