Help: Device offline

When you have received a Device offline alert, the first thing to check is the Gateway / Controller Ethernet. These devices are connected to the router and are responsible for providing connection to the others, so if they are disconnected, the related devices will also be offline.

If these devices are online, contact Support directly: [soporte@akiles.app/ 933 93 12 20. If they are offline, follow the steps below:

The Gateway / Controller Ethernet need electrical power and Internet connection for proper operation. So in most cases, it’s due to a disconnected cable or lack of power.

To solve the problem we need you to perform the following checks:

• That the Akiles device has power: The device should have the front blue light on. If it’s off, check the connection to the outlet, or the switches in the electrical panel.
• That you have Internet connection: Check that the router and all network equipment are connected and working.
• That the ethernet cable between the router and the Akiles device is properly connected. To do this, check that the activity lights on the back of the device are on.

If after performing all the above checks the problem persists, restart the router and when it’s back online, restart the Gateway (unplug it and plug it back in).

If it still doesn’t work after all this, make a video that allows us to see the device lights and contact Support: [soporte@akiles.app/ 933 93 12 20