Troubleshooting

Unit shows offline

• Check the unit has power and the OLED screen is on.
• Check the status bar at the top of the screen — the cloud icon (last of the four) shows whether it's connected; see The OLED Screen.
• If the cloud icon shows a cross, work through No network connection below.
• If the cloud icon shows "S", the unit is waiting to sync its clock — this should clear on its own within a short time.
• If all network icons show a tick but the unit still isn't appearing in the dashboard, contact support.

No network connection

Check the relevant icon in the status bar for each connection you expect to be working:

• Ethernet showing a cross — check the cable is firmly connected at both ends and that the network it's plugged into is working.
• WiFi showing a cross — the saved network may be out of range, or its password may have changed; redo the WiFi setup steps in Connectivity.
• 4G showing a cross — check the SIM card and antenna are fitted correctly, and that there's cellular signal at the install location.

Remember Ethernet takes priority over WiFi, and WiFi over 4G — if a higher-priority connection is present but not getting an address, the unit will keep trying it rather than falling back, so a partially-working Ethernet link can leave WiFi/4G unused. See Connectivity.

PROVISION REQUIRED

If the Device Info screen shows PROVISION REQUIRED on a unit that has previously worked, or on a new unit straight out of the box, don't attempt the recovery gestures below — this isn't something they fix. Contact support instead.

Recovery options

Two front-panel gestures are available for self-service recovery — full details, exact hold times, and confirmation steps are in The Buttons:

• Revert to factory (hold PAUSE) — reboots the unit onto its original factory firmware. Use this if a unit is misbehaving but its network and cloud settings are otherwise fine. Nothing is erased.
• Erase owner data (hold UP from the Device Info screen) — clears the saved WiFi network, relay names, and saved Ivy board address, while keeping the unit registered to your account. Use this before moving a unit to a new site.

Advanced: cloud reconnect

Support may occasionally ask you to press and hold DOWN for 3 seconds, then press DOWN again — this asks the cloud to re-issue the unit's connection credentials without changing its firmware or any of its settings. Only do this if support asks you to.

Getting support

If none of the above resolves the issue, see Reporting an Issue in the User Guide.