Device Offline Diagnostics

An overview of the online status and batter level of Loxone devices can be found in Device Status in Loxone Config.

In the following section, you will find information about possible causes and troubleshooting. To learn how to disable online status monitoring for a particular device, see here.

Possible Causes and Troubleshooting

General

• Check if the device is powered. Most devices have a status indicator (An LED, a display, or similar). More detailed information can be found in the leaflet that comes with the device.
• If this is a battery-powered device, check that the batteries are sufficiently charged.
• Battery-powered devices only work when they are ‘awake’. To ‘wake up’ the device, press a button, trigger a sensor, or similar. Check if the device is online again after waking it up.
• If an extension is displayed as offline, the connected devices are also displayed as offline. In this case, focus on the issue with the extension.
• Further details about the device can be found in the leaflet that comes with the device.

If none of the above points has led to a solution to the problem, you will find more detailed information here:

• Air Device
• Tree Device
• Extension
• Network Device
• Miniserver

Air Device

• First, check the list of general points.
• For further information on Loxone Air Technology, please refer to here.
• A detailed checklist for an Air Device displaying as offline can be found here.

Tree Device

• First, check the list of general points.
• Check the Tree wiring. If multiple devices are offline, it often possible to see where the error is. Track the cabling to the affected devices and check for any issues along the line. If only one Tree device is offline, check the wiring on that device.
• Loxone Config has a Tree Diagnostics tool. Run this tool to get more detailed information about the status of the connected Tree devices.
• For more detailed information on Tree Cabling, see here.

Extension

• First, check the list of general points.
• Check the link wiring. If multiple extensions are offline, it is often possible to see where the error is. Track the cabling to the affected device and check of any issues along the line. If only one Extension is offline, check the wiring on that device.
• Loxone Config has a Link Diagnostics tool. Run this tool to get more detailed information about the status of the connected Extensions.
• The link bus may only be installed in a strict bus, with the Miniserver as the first device. A terminating resistor (supplied with the Miniserver) must be installed at the end of the line. Further information can be found here.
• If the above points did not solve the problem, you will find here a more detailed checklist in case an extension displays as offline.

Network Device

• First check the list of general points.
• Check if the device is switched on.
• Many network devices have status LEDs on the network interface. If these are off, there is no cable connection to the destination (e.g. Router, Switch, etc.)
• If your Router/Switch has a maintenance page, open it, and if a list of active network devices is available, check the IP address of your device can be seen by the Router.
• Execute a ping command. If there is a response to this command, a network device exists with the IP address entered.
• Open the maintenance page of the network device (If available) and check its status.
• If the device has been assigned a manual IP address, it should be check whether it is unique on the network, and no other device has been assigned the same address.
• If the above points did not lead to a solution, you will find further information in the device’s user manual.

Miniserver

• First check the list of general points.
• Check the instructions for Network Devices.
• If a client Miniserver in a client gateway system is offline, the cause may be an incorrect program in the respective client miniserver. Check this by connecting to the relevant Miniserver using Loxone Config. More detailed information about the correct configuration of a client gateway system can be found here.

Disable Monitoring

If you no longer want a particular device to be reported as offline, you deactivate its online status monitoring. This can be useful if, for example your Fronius inverter is always switched off overnight. Online status monitoring can be deactivated in the following ways:

• Execute the corresponding action “Stop Monitoring this Device” on the respective System Status message.
• In Loxone Config using the “Monitor Online Status” option, which can be found in the settings of the respective device.

For client Miniservers in a client gateway system, the monitoring cannot be deactivated.