Smart Controller shows offline in the app

Smart Controller shows offline in the app

Alert
First, ensure it is connected to a wall charger and has power, then check if the light located on the back of the Smart Controller is on.

Quick fix

Reboot the Smart Controller by pressing once the “R” button on the back of its case. Wait a few minutes for the Smart Controller to reconnect. A breathing/pulsing cyan (blue-green) LED indicates it is back online. If the LED is blinking in a different color or pattern, check the troubleshooting steps below.

IdeaWant to check if the Smart Controller is online?

You can verify its status in the Neo Smart Blinds app by going to Menu > Smart Controllers. For WC100 and C-R200 models, tap the refresh icon in the upper-right corner to update the status. C-BR300 models always display their current state and do not require refreshing.

The light is blinking green

Info
The router wasn't replaced
The Wi-Fi credentials and/or password wasn't changed
Reboot your router, then reboot the Smart Controller by pressing once the “R” button on the back of its case. Wait a few minutes for the Smart Controller to reconnect. A breathing/pulsing cyan (blue-green) LED indicates it is back online.
If the Smart Controller’s LED is still blinking green, it means it failed to reconnect, possibly due to corrupted Wi-Fi credentials. To reset it and reconnect:
  1. Hold the “S” button for several seconds until the LED flashes yellow four times, then release it.
  2. Open the Neo Smart Blinds app.
  3. Go to Menu > Smart Controllers. Do not delete your Smart Controller.
  4. Tap Add Smart Controller.
  5. Follow the in-app instructions, enter your Wi-Fi credentials, and complete all steps. Once the process is finished, the Smart Controller should reconnect and be back online.
For more detailed instructions on adding the Smart Controller, check this article.

Info
The router was replaced
The Wi-Fi credentials and/or password was changed
The Smart Controller can't connect to the router because it has the wrong Wi-Fi credentials. Reset the Wi-Fi credentials and reconnect the Smart Controller by following these steps:
  1. Hold the "S" button for several seconds until the LED flashes yellow four times, then release it.
  2. Open the Neo Smart Blinds app.
  3. Go to Menu > Smart Controllers. Do not delete your Smart Controller.
  4. Tap Add Smart Controller.
  5. Follow the in-app instructions, enter the new Wi-Fi credentials, and complete the all steps. Once finished, the Smart Controller should reconnect and be back online. If the process fails, please see this topic.
Info
The router was recently moved
The Smart Controller was recently moved
The Smart Controller may be out of its signal range. Unplug the Smart Controller and plug it somewhere central in the house closer to the router. The Smart Controller should come online automatically.

The light is breathing/pulsing magenta (red blue)

Something went wrong during the firmware update, and the Smart Controller entered Safe Mode. Press once the "R" button located on the back of the Smart Controller case to reboot it. The LED should start blinking magenta, indicating that the firmware update has started. For more details, please refer to the topic "The light is blinking magenta."

The light is blinking magenta (red blue)

A firmware update is in progress. This process normally takes up to 5 minutes to complete. Do not turn off power to the Smart Controller during this time. After the update is complete, the Smart Controller will automatically attempt to reconnect and come back online. You can visually confirm this by checking the LED, which will be breathing/pulsing cyan (blue-green) 

Alternatively, you can check the Smart Controller's status in the Neo Smart Blinds app by going to Menu > Smart Controllers.  For Smart Controller models WC100 and C-R200, tap the refresh icon in the upper-right corner to update the status. C-BR300 models do not have a refresh icon, as they always display their current state.

Notes
If the problem persists, please contact our technical support to further help you.



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