Why are all my sensors offline?

If all sensors or home-hub appear as offline in the MySense app or you receive an event for device "offline",  the most common cause is a loss of power or network connectivity. Since all sensors connect through the home-hub, getting the home-hub back online is the first and most critical step to restoring your system.

1. Check home-hub power

• Ensure the home-hub is plugged in and the power outlet is switched on.

• When powered on, the LED under the power icon on the home-hub will be green.

2. Check home-hub connection 

• The connectivity LED on the home-hub should also be green when the hub is connected to the network.

• If this light is off or a different colour, the hub may be having trouble connecting.

• If your home-hub is not connected to the broadband router and you have one available, connect the home-hub to the internet router with the ethernet cable. 

3. Check for Local Network Issues

If the home-hub is powered but still offline:

• Visit the EE Coverage Checker and enter your postcode to check for local signal or broadband issues.

• If there's a known service issue in your area, the home-hub should automatically reconnect once connectivity is restored. 

4. Restart the Home-Hub

If there’s no known signal problem and the home-hub remains offline:

1. Unplug the home-hub from the power source.

2. Wait 10 seconds.

3. Plug it back in to restart the device.

This forces the home-hub to recheck its connection and usually resolves temporary network issues.

When the home-hub comes back online, all the associated sensors will come back online too. An event for "Device online" will notify you that the home-hub is back online if this event is toggled on. 

If your home-hub and sensors still appear offline in the app after following these steps, please contact our support team for further assistance at support@mysense.ai.