"Device offline" but I am on the same network, and other users can access the devices?

[abellaj]

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Original Poster:Farzana Araie

I am connected to the same WiFi network as my husband. When I try to access devices it shows "Device offline ", however he can access the devices just fine. (There are several devices which also come up as incomplete setup, but they were set up by my husband. I cannot remove them because it also says they are offline.)

To troubleshoot the problem I have left the house and been re-added.  The problem persisted. I have removed the Wi-Fi connection and recreated it. Still same problem. 

Please help!

[Jeff]

Hi, Farzana Araie.

Sorry for the issues you're having with device management. I know how frustrating it can be when things aren't working quite right. Let's see what we can do to get this fixed for you.

I do have a few questions that might help us narrow down what is happening here.

• Do you have the most updated version of the Home app?
• Do you and your husband use the same phone platform (Android or iOS)?
• Have you tried disconnecting devices showing incomplete setup and reconnecting them?

If you can let me know a little more about what's going on, I'm sure we can figure this out. I look forward to hearing back from you.

Thanks.

[Jeff]

Hey, Farzana.

I’m just checking in real quick to see if we needed anything else here or if we were able to resolve the problem. Let me know if there’s anything else I can do here.

Thanks

[Jeff]

Hi, everyone.

As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.

Thanks