Why is my device offline?

A device shows as offline in the eero app when your eero network can't detect it. This can happen for a few reasons: the device may have lost its connection, it may be connecting to the wrong network, or a setting may be preventing access. If you continue below, you will find a series of steps to help get your device back online.

Could a duplicate wifi network name be causing the issue?

Wifi network conflicts occur when your eero network shares the same name as another network nearby, usually an ISP-provided router or modem. When this happens, your device may connect to the wrong network or fail to connect at all, causing it to appear offline in the eero app.

To check, open your device's wifi settings and look for two networks with the same name. If you see duplicates, your device may be connecting to the wrong one.

For more information to help resolve this issue, see How do I resolve wifi network conflicts?

Have I tried restarting the device?

A restart can clear temporary connection issues that prevent your device from connecting.

1. Turn off the device completely (not just sleep mode).

2. Wait 30 seconds.

3. Turn the device back on.

4. Check if it reconnects to your eero network.

Is my device paused or blocked?

Your device may be offline because it's been paused or blocked in the eero app.

1. Open the eero app and tap Home.

2. Tap Devices to view your device list.

3. Find the offline device and check its status (Online, Paused, etc.).

4. If the device is paused, tap on it and resume internet access.

5. Check that the device's assigned Profile doesn't have active restrictions.

Note: If you use Unassigned Device Control, new devices that haven't been assigned to a profile may have limited or blocked access. Check your Unassigned Device Control settings to make sure the device isn't being restricted.

Is my device too far from an eero?

A weak signal can cause your device to drop offline or fail to connect.

• Move the device closer to an eero, or move an eero closer to the device

• Reduce obstructions like thick walls, large appliances, or metal objects between the device and the nearest eero

• Use Coverage Scan in the eero app (Settings > Troubleshooting > Coverage Scan) to check signal strength and get placement recommendations

Note: A signal strength of 1 bar or lower means the device has a poor connection and may frequently drop offline. Aim for 3 bars or higher for a stable connection.

How do I forget and reconnect to my eero network?

Removing the saved network and reconnecting can resolve persistent connection issues.

iOS

1. Go to Settings > Wi-Fi.

2. Tap the (info icon) next to your eero network name.

3. Tap Forget This Network.

4. Reconnect by selecting your eero network and entering your password.

Android

1. Go to Settings > Network & internet > Wi-Fi.

2. Tap and hold your eero network name.

3. Tap Forget network.

4. Reconnect by selecting your eero network and entering your password.

Note: Steps may vary slightly based on your device manufacturer and software version.

Could MAC address randomization be causing the issue?

Some devices use a randomized MAC address (also called a private wifi address) that can change over time. This can cause the device to appear as a new, unrecognized device on your network and may result in it being blocked if Unassigned Device Control is enabled.

iOS

1. Go to Settings > Wi-Fi.

2. Tap the (info icon) next to your eero network name.

3. Turn off Private Wi-Fi Address.

Android

1. Go to Settings > Network & internet > Wi-Fi.

2. Tap your eero network name.

3. Change Privacy (or MAC address type) to Use device MAC.

How do I power cycle my eero network?

If multiple devices are offline, the issue may be with your eero network rather than a single device.

1. Unplug the power cable from the back of your gateway eero (the one connected to your modem).

2. Wait 30 seconds.

3. Plug it back in and wait about 2 minutes for it to fully restart. The LED will turn solid white when ready.

4. Check if your devices reconnect.

Note: If your entire network is offline and your eero shows a red LED, see What should I do if my eero network is offline? for detailed WAN troubleshooting steps.