The app says a device is Offline when it’s having a connectivity problem.
Depending on your region and specific hardware version, your tado° V3+ Smart Thermostats store heating schedules locally, meaning they will continue to follow your Smart Schedule, even if the network connection is lost. The rollout of this feature is ongoing.
If you are currently setting up your device, please make sure it is paired with the Internet Bridge.
If you have already paired and operated your tado° devices, try these steps to bring them back online:
Check your internet connection. To do this, log in to your home Wi-Fi network on your smartphone. If you can’t connect to your home Wi-Fi on your phone, check that your router is powered and reset the router. This will usually resolve a temporary issue with the internet connection.
Confirm that your Internet Bridge is powered and connected to the router. Then you can rule out problems with its location by ensuring that:
The Internet Bridge is not positioned behind your router. If possible, use a longer Ethernet cable to move the Internet Bridge further away from the router.
There are no large metal objects or other devices that use a radio frequency positioned between the tado° devices and the Internet Bridge.
The Internet Bridge is not located too close to a wall, in the corner of a room, or enclosed between wall and furniture.
Try placing the Internet Bridge in an upright position.
Make sure that your Internet Bridge is centrally located in your home, more or less equidistant from all your tado° devices. Each device should be at least 3 meters away from the Internet Bridge. If the current position of your router does not allow for this, try using a powerline adapter to connect the Internet Bridge to the internet.
Check the LEDs on your Internet Bridge to see if they indicate a specific problem.
Check the tado° server status. Devices will go offline if the servers are down, but this is typically corrected within minutes.
Go to Settings > Rooms & Devices in the app to find out which device is offline. Restart this device. Please note: if the Zone Controller device is offline, all devices that belong to the same Heating Zone will also be offline.
If the batteries in your devices are low, replace the batteries.
If you’re having problems with your internet connection, you can control your heating manually on your devices until the internet is working again.
If your internet is working and you’ve tried the steps above but your tado° devices are still offline, please contact tado° support via chat and we would be happy to help you. Tap the round orange icon in the bottom right-hand corner to open a chat.