Troubleshooting

Troubleshooting

The faults that actually happen, in the order they're worth suspecting.

The device is offline

The most common fault. Work through this in order — it's sorted by how often each one turns out to be the answer, not by how likely it feels.

1. The Wi-Fi signal. A Shelly sits in a back box, often behind metal, inside a wall. Your phone is out in the room. Full signal on your phone says nothing about what the device is getting. The signal strength is shown in the device's information.
2. Has the network changed? The device only sees 2.4 GHz. If the network name or the password has changed, it won't find its way back — and it won't complain, it just doesn't turn up.
3. Band steering. Did you switch it on, or move to a router that has it enabled? Shelly says it causes reconnection loops for devices that only handle 2.4 GHz. See The network.
4. Power. Sounds silly. Check the fuse.
5. The DHCP pool is full. Common in installations with many devices. The router simply has no addresses left.

The device shows up but doesn't respond

• Is it offline? The app can show a device that still works locally but has lost the cloud.
• A shared device? The person you shared with can only control it, not change it. See Sharing devices.
• Is a scene fighting you? A scene running the other way will undo your change the moment you make it.

The scene doesn't run

See Scenes. Short version: check Active time first, that's usually the answer.

A Gen4 vanished from the app

Was it switched to Zigbee mode? Then it's gone from Shelly Smart Control, permanently until it's switched back. See Which generation do you have?.

The BLU device isn't reporting in

BLU problems are gateway problems. See BLU devices.

The app shows the wrong consumption

The app only measures what your metering devices measure. See Consumption.

Everything broke after a firmware update

Uncommon, but it happens. Check that the update actually went through — an update that's interrupted halfway can leave the device in a broken state. A power cycle often fixes it.

Don't update the whole installation the evening before you travel.

Factory reset

Last resort. The method varies by model — it's usually a physical button you hold down, and it's in the device's manual.

After a reset the device is completely new: it has to be added again, and its place in rooms, groups and scenes is gone. The device won't release the account on its own — if you've bought a second-hand Shelly that's still on someone else's account, a reset is the only way.

Before you contact support

Have this ready, it shortens the case considerably:

• Model and generation. See Which generation do you have?.
• Firmware version.
• App version, from Settings → App Settings → App Version.
• What you did, what you expected, what happened.
• Whether the device is online or offline, and its signal strength.

Shelly's own channels: support.shelly.cloud and kb.shelly.cloud.