A device shows Offline when Kio Cloud hasn't received data from it in the last 24 hours. In the device list, the device's connection status icon is grey instead of green; on the device's General tab, the Status field reads Offline. This article covers the most common causes and how to resolve each.
Before you troubleshoot
Start with the offline reason — it usually points straight to the cause:
- In the device list, point to the device's connection status icon.
- On the device's General tab, point to the information icon beside the Status field.
Also rule out timing. A device shows Offline only after 24 hours without Kio Cloud receiving its data, so a recently installed or moved device may take time to appear Online.
Causes and resolutions
| What you see | Likely cause | Resolution |
|---|---|---|
| A Portal Light (Infrastructure) is Offline | Power or Wi-Fi | A Portal Light can't reach Wi-Fi |
| A Tag or BLE-only Infrastructure device is Offline | No gateway in range is sending its data to Kio Cloud | No gateway is covering the device |
| The device has never been Online (First Online is blank) | Not yet installed or activated | The device has never come Online |
A Portal Light can't reach Wi-Fi
A Portal Light connects to your local Wi-Fi to send and receive data. If a Portal Light is Offline:
- Confirm the Portal Light is powered on.
- Confirm the Wi-Fi network it uses is active and within range.
- Check the Portal Light's Wi-Fi settings. See Update Portal Light Wi-Fi network settings.
If the Portal Light returns to Online within a few minutes, the issue is resolved.
No gateway is covering the device
Tags and BLE-only Infrastructure devices (Portal Beams, Beam Minis, and Anchor Beacons) don't connect to Kio Cloud themselves. A nearby gateway — a Portal Light or a BLE-to-Wi-Fi access point — receives their data and sends it to Kio Cloud. A device shows Offline when no gateway in its area has sent its data in the last 24 hours.
- Check whether the gateways covering that area are Online.
- If a Portal Light in the area is Offline, resolve that first — the devices it covers should return to Online once it reconnects.
- Confirm the device is still within range of a gateway. A device that moved out of coverage can't be picked up.
The device has never come Online
If the device's First Online value is blank, Kio Cloud has never received its data.
- Confirm the device is installed and activated. You install Infrastructure devices with the Kio Setup Manager mobile app.
- If you claimed the device but haven't deployed it yet, it stays Offline until you install it.
If the issue persists
If a device stays Offline after these checks, contact Kontakt.io support. Include:
- The device's Unique ID and product name (from Device Management).
- The offline reason shown in the status tooltip.
- Whether other devices in the same area are also Offline.