Device frequently going offline
Flo Smart Water Monitor & Shutoff: Troubleshooting information for Flo Shutoff frequently disconnecting
Device Offline is a system warning that your Flo Smart Water Monitor and Shutoff is Offline has been disconnected from the internet for an extended period of time. If your device is frequently going offline, you may see the following symptoms:
- App constantly shows device status as "offline", but may reconnect on it's own
- Commands in the app are delayed or unresponsive
- Not receiving all alert notifications
- Restarting the Flo Shutoff will temporarily reconnect the device
The below information includes possible causes and troubleshooting suggestions to assist you if you device keeps going offline.
Check the power to your Flo Smart Water Monitor & Shutoff
Ensure your Flo Shutoff is powered on
- The LED lights for "status" and "valve" should be lit. If they are not, check the power cable and the outlet. You can test the outlet by plugging in another devices such as a phone charger or hair dryer.
Confirm the power cable is securely connected to your Flo Shutoff
- Firmly push the power cord into the Flo Smart Water Monitor and Shutoff device and twist and turn until the second ring is completely in the device. The power cord should not easily fall out of the device.
Confirm the outlet your Flo Shutoff is connected to is not on a switch
- Some outlets are wired to a switch, such as a lamp, for easy on/off. If your Flo Shutoff is connected to an outlet that is connected to a wall switch, whenever that wall switch is turned off, it will disconnect your Shutoff.
Restart the Flo Shutoff
- To restart your Flo Shutoff, unplug the power adapter from the outlet for 20 seconds and then plug back in. Wait at least 60 seconds for the device to boot up.
Weak Wi-Fi Signal Strength
- Poor signal strength can cause devices to not connect or have intermittent issues. If your Flo Shutoff is too far away from the router or there is interference (thick or concrete walls, metal), it may have issues keeping a stable connection. You may need to move your router closer to your Flo Shutoff or install a Wi-Fi extender.
- If your router may be too far away, try moving router closer or adjust extenders. Be careful of moving extenders too far away from the router, as the extender may not connect to the router if installed too far away.
Device Compatibility
The Flo Smart Water Monitor & Shutoff only supports 2.4 GHz
- If you have a mesh network, try separating your 2.4 and 5 GHz networks or creating a separate guest network with only 2.4 GHz.
- Check for Band Steering, Client Steering, Beamforming, or Smart Connect Settings (name depends on the router). These settings move your devices to a frequency with a stronger signal (ex: 5 GHz) and do not work well with systems that are only compatible with 2.4 GHz.
WPA/WPA2
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The security mode for the home Wi-Fi network you are connecting to must be set to WPA/WPA2. Moen devices are not compatible with WPA3 or "WPA2/WPA3 mixed". If the home Wi-Fi network is set to "WPA2/WPA3 mixed" it is likely the Flo Shutoff will disconnect from the network. The security mode must be set to WPA/WPA2.
Router Connectivity
- If your router is experiencing issues or requires a restart, it may cause some devices to disconnect from your network. If you recently had a power outage and you notice connectivity problems with any of your devices, we recommend rebooting your router and your Flo Shutoff device. Rebooting your router can help restore dropped connections and ensure a stable Wi-Fi signal throughout your home.