There can be a number of reasons why your light would appear offline in the system, and most of them aren't any cause for concern. Here is a list of what to check if one of your lights is not online:
- Just in case it made a mistake in displaying the status of your light, please force close the WiZ app on your phone, then reopen it.
- If your light is physically ON (it is emitting light), start by waiting a few minutes, then check again. Once every few months, lights perform a firmware update. During this process, they may spend a few minutes disconnected from the WiZ server, before reconnecting automatically.
- If no light is being emitted, check that your device is plugged into a power source. If your light is installed in a socket controlled by a wall switch, it may just have been powered off as the switch was flicked out of habit. This is a frequent issue when not everyone at home is yet used to smart lights. Most often, if it's offline, it's because there's no power :)
- If your light is properly powered but still appears offline after a few minutes, you may then want to power it off, wait 5s, then power it back on. This should force the device to reconnect to the server.
- If your light fails to reconnect even after being powered off and back on, double check that your Wi-Fi network is working properly. Since WiZ lights use Wi-Fi, they will appear offline if your network fails or does not let them connect for some reason. If your Wi-Fi credentials have changed (e.g. you changed the Wi-Fi password), your lights will not be able to reconnect by themselves. You will need to re-do the pairing procedure in the app to pass the new Wi-Fi credentials to the lights.
- If your Wi-Fi network is operating properly (and has not changed) and your lights still fail to reconnect after power on, make sure that your Wi-Fi access point is not overloaded. Every Wi-Fi router has a limit to how many devices it can serve at once. For most, it is at least 60 devices. If you have a large number of connected things at home (laptops, tablets, IoT devices, phones...), you may want to double check that the capacity of the access point is not exceeded. If it is, devices will compete for connectivity and some will not be able to stay online
- If your light is still not reconnecting after checking all this, please get in touch with our support team via the chat function in the app, so that we can assist you and resolve the issue at the earliest.