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Moen Solutions

Device Offline

This article includes detailed information on the Flo Smart Water Monitor and Shutoff, also known as the Flo by Moen Water Shutoff. 


 What is Device Offline?

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, which means limited functionality of the system. During times that the water security device is disconnected from the internet, the device may still able to protect your home by shutting the water off in the case of a catastrophic leak. However, it cannot communicate with the Smart Water Network System's cloud or backend, which means you will not receive alert notifications, cannot remotely shut off your water, cannot see real-time water pressure, flow or temperature data, etc. Because of the limited functionality, we strongly recommend troubleshooting the situation as soon as possible.

Although your Flo Smart Water Monitor and Shutoff is Offline, your home is still protected.

Here are a few quick steps you can take to help bring Flo back online:

Step 1: Make sure your water security device is powered on. The LED lights for “Status” and “Valve” should be lit. They may be different colors or flashing in a pattern, but for now, just confirm they’re receiving power.  If the LED lights are on, skip to Step 3.

Step 2:  If the LED lights are not on, there may be no power going to the water security device. Follow the power cable to the outlet it’s plugged into. Check for damage to the cable, and if you’re using a Flo provided low voltage extension cable, make sure the extension cable is not disconnected anywhere. If the power cable or adapter is damaged, please contact Flo Support or call 844-Meet-Flo for assistance. If the power cable is in good condition and is firmly connected, make sure the power outlet that the adapter is plugged into has power by testing another electronic device on it.  Alternatively, try plugging your water security device into another outlet, if the cable length permits. Sometimes, power outlets are controlled by a light switch and may be turned off from a switch, or it could be faulty. If none of these steps worked to get the LED lights on, please contact Flo Support or call 844-Meet-Flo.

You may also consider contacting a certified electrician for further diagnosis if you believe the problem is related to your power outlet. If you get the LED lights on, proceed to Step 3.

Step 3:  Restart your water security device. Try unplugging your the device for 5-10 seconds and plugging it back in. This will restart the device. Allow 2-4 minutes for your device to boot up and reconnect to the internet.

NOTE: It is not recommended to use a high voltage extension cable in an outdoor setting. The adapter is designed to reduce the voltage to the line that leads to the Flo Smart Water Monitor and Shutoffor safety reasons. Using a regular, indoor extension cable can be potentially dangerous if the wire is severed or if the connection is left in the elements.

Please visit our website if you would like to purchase additional low voltage extension cords.

WIFI Router and Network (SSID/Password) changes 

If you recently changed your network password, changed the network name (SSID), or simply received a new WIFI router, your water security device needs to be repaired and updated with the new network information as well. To change your WIFI settings, go to your Device Settings in the Flo by Moen app, select Network Settings and then follow the in app instructions for changing your WIFI Network.

If you've moved your WIFI router, network extender, or access point further away from your water security device, it could be that your device is having trouble connecting to the internet due to the range. If the connection is weak or intermittent, try adding a WIFI Range Extender to your homes WIFI network.

No WIFI or Internet Connection

If the homes WIFI or internet connection is not working, first check your modem and router to verify that they are on and connected to the internet. Try using any other device that is connected to the same wireless network. For example, put your Smartphone in airplane mode and connect to your Wi-Fi (again, while your cellular data is off); try connecting to and see if the webpage loads. If it loads, your home internet and Wi-Fi are working; if not, there’s a problem and you should contact your Internet Service Provider (ISP). Please refer to your user manual or contact your ISP for assistance in getting your home back online.

NOTE: Although your Flo Smart Water Monitor and Shutoff is Offline, your home is still protected.

Please contact the Flo Smart Water Monitor and Shutoff support at 1-844-MEETFLO (1-844-633-8356) for more information. 

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