If you receive a notification or email saying that your OtO is offline ("we haven't heard from OtO in a while"), or you notice your OtO shows N/A in the battery icon, it could mean that either:
- Your device is out of battery, OR
- Your device does not have a strong Wi-Fi connection
Device Offline Troubleshooting Checklist
The first thing you should do is turn the switch / press the button (depending on your hardware).
- If the status light does not flash any color, the battery is dead. Charge OtO using the wall adapter for a minimum of 8-24 hours (checking intermittently) before trying to attempting to reconnect. ⚠ Note: if the battery is dead, it is unlikely it will come back online with charging by solar alone.
- You can ensure OtO is charging if the red status light comes on when you plug it in
- The red status light will turn off when the battery is completely charged
- If the status light does flash when you turn the switch / press the button, it could mean your device is unable to maintain a stable connection to Wi-Fi. Read our Wi-Fi Troubleshooting Checklist below.
Wi-Fi Troubleshooting Checklist
- Ensure your router is powered on and is broadcasting on a 2.4 GHz network. If you have a dual-band router, you’ll want to make sure to connect to the 2.4 GHz band—not the 5GHz band.
- Wake OtO using the switch / button (depending on your hardware version). If after activating the switch/button your LED light indicates green, it means you are successfully connected to Wi-Fi. If the LED light does not indicate any color, your battery is dead and you will need to recharge in order to connect to Wi-Fi.
- Try unplugging your router. Most routers just need to be unplugged and plugged back in to restart them, it might not be a bad idea to consult your router's documentation for specific instructions. Once your router finishes restarting, test it by connecting to your Wi-Fi network with a computer or mobile device and visiting a popular network.
- If your OtO device was already connected previously, check the signal strength on the OtO app by going into the Devices Menu. A low signal strength at "OK" or lower could account for connection issues.
- If the above steps don’t work, try bringing your OtO in and placing it directly beside the router. If you're able to connect to your home network (LED status indicates green) when the OtO device is directly beside the router, this indicates you have an issue with the strength and range of your Wi-Fi.
Wi-Fi Best Practices
- OtO will only work on 2.4GHz frequency.
- You can tell the device is well-connected to Wi-Fi as the status light will indicate solid green for a few seconds every few minutes.
- Test the Wi-Fi strength with the app before you mount and connect your device. The amount of Wi-Fi your phone gets could be different from what OtO will receive.
- Make sure to pick a place within range of your network. Thick or insulated walls can greatly reduce Wi-Fi signal strength even if your router is close by.