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'll continue to follow your Smart Schedule, even if the network connection is lost. The rollout of this feature is ongoing.
If you're currently setting up your device, please make sure it's paired with the Internet Bridge.
If you've already paired and operated your tado° devices, try these steps to bring them back online:
Check your internet connection. Log in to your home Wi-Fi network on your smartphone. If you can’t connect to it, check that your router is powered, then reset it. 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 (like refrigerators, TVs, or large fuse boxes) or other devices that use a radio frequency (like cordless phones, radios, baby monitors, smart home devices) 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 and no more than around 15 meters away from the Internet Bridge. If your router's location limits this, try using a powerline adapter to connect the Internet Bridge to the internet.
Move your Internet Bridge. If you don't have a longer LAN cable, you can use a Wi-Fi repeater or access point with a 100/10 Mbit/s LAN port (e.g., TP-Link TL-WA850RE). Please note: tado° doesn’t use Wi-Fi, as all devices communicate with the Internet Bridge via radio signal. However, by using a Wi-Fi repeater, you can place your tado° Internet Bridge anywhere in your home.
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 and restart it. If the Zone Controller is offline, all devices in the same Heating Zone will also be offline.
If the batteries in your devices are low, replace them.
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 use the tado° chatbot for help. Select the round orange icon in the bottom right-hand corner to open a chat.
To assist you, please send us the following:
Dates and times when you had the issue.
Serial number of the device you’re having trouble with.
Note: if our chatbot is unable to answer your questions, you’ll be forwarded to one of our support agents in the chat.