Steps to Take When Your SoniShield or SoniLink Device is Offline

This guide helps diagnose and resolve offline issues for Sonicu devices. Steps are organized by device type and connection method (Wi-Fi, SoniLink, LTE or SoniLink Hub) for easier navigation. 

Sonicu Device Offline Troubleshooting Guide 

Wi-Fi Devices 

Network Requirements 

• Operates on the 2.4 GHz Band (5 GHz is not compatible). 

• If the Network questionnaire was submitted. Ensure network information (SSID and Passkey) matches what was submitted in the Network Questionnaire before installation. The SSID and Passkey are both case sensitive. 

• If the network leverages MAC Address filtering, Devices may require MAC address whitelisting. 

802.1x is supported– refer to the WPA2-Enterprise guide.  This allows us to login to the Captive portal/splash page/login screen. This is only available if the customer does not require any certs uploaded to log in.

• DHCP Reservation is for the Hubs & Wi-Fi Devices
• DHCP & Static IP are supported. Duo only

Steps to Reconnect 

1. Check Network Info
   1. Have the correct SSID and passkey ready.
   2. If not available, reach out to your local IT contact to retrieve the info.
2. Connect via Bluetooth
   
   1. Open the SoniCloud Mobile App.
   2. Go to Settings > Scan for Sonicu Meters (BLE). 
   3. Find the device using the last 4 characters of its serial number. 
   4. If the network has no password, check the box “Blank Passphrase”.
   5. Enter the correct SSID and password, then select Update Values. 
3. Verify Online Status
   1. Use the serial number to locate the device on the SoniCloud dashboard. 
   2. Check “New_Points” to confirm they can see the point online (green means online). The solid green light on the left on the front of the Duo also indicates the meter is online.

SoniLink Meters (Meter Offline, Hub Online) 

Symptoms 

1. Some meters are offline, but others are still updating through the Hub. 

Troubleshooting Steps 

1. Check Location
   1. Has the meter been moved? (Refer to our placement guide )
2. Check Connections
   1. Confirm all sensors and power cables are fully plugged in.
3. Reboot the Meter 
   1. SoniShield Duo:
      1. Open the SoniCloud mobile app
      2. Select 'Settings' in the bottom right corner
      3. Select 'Scan for Sonishield Meters (BLE)'
      4. Search for the meter using the last 4 characters of the serial number (labeled on the faceplate)
      5. Select the meter you want to troubleshoot
      6. Select 'LED Reset via Bluetooth'
      7. Select 'Cyan (Light Blue): Restart Device'

      8. Alternatively, this can be done manually by doing the following:

         1. Perform a hard reboot by pressing and releasing the inset button on the right side, and confirm LED lights activate. 
   2. SoniShield View:
      1. Open the SoniCloud mobile app
      2. Select 'Settings' in the bottom right corner
      3. Select 'Scan for Sonishield Meters'
      4. Search for the meter using the last 4 characters of the serial number (labeled on the faceplate)
      5. Select the meter you want to troubleshoot
      6. Select 'LED Reset via Bluetooth'
      7. Select 'Cyan (Light Blue): Restart Device'
      8. Alternatively, this can be done manually by doing the following:
         1. Hard reboot by pressing and releasing the inset button on the right side, and confirm the screen powers on.
      9. If the device doesn’t power on, refer to the power failure guides.
4. Verify Connectivity 
   1. After rebooting, wait a few minutes. 
   2. Locate the meter using the last 4 characters of the serial number in “New_Points” to confirm they can see the point online (green means online). The solid green light on the left on the front of the Duo also indicates the meter is online.
5. If Still Offline 
   1. Run Diagnostic Mode in the mobile app and Contact Support.

SoniLink Hub Offline 

 

Important: Do not press the reset button on the back of the Hub. This will erase the configuration and delay resolution. 

Ethernet Connected Hubs

Common Issues

• Hub unplugged from Ethernet port or wall jack. 
• Damaged Ethernet cable. 
• Network blocking access (e.g., MAC address not whitelisted). 
• Wall jack deactivated. 

Steps 

1. Check Physical Connection 
   1. Ensure Ethernet cable is securely connected at both ends. 
      • Inspect the cable for damage. Replace it if necessary. 
2. Test Alternate Jack or Device 
   1. If available, test the Hub on another Ethernet wall jack. 
   2. Alternatively, test the jack with another device (laptop, etc.). 
3. Power Cycle the Hub 
   1. Disconnect the Ethernet cable for 30 seconds, then reconnect. 
4. Check Status in SoniCloud 
   1. Go to Settings > SoniLink Hub Overview. 
   2. Locate the Hub by name or serial number. 
   3. Check Last Connected and Connected? fields. 
   4. Wait and refresh data every few minutes. 
   5. If still offline after 30 minutes, Contact Support.

Cellular-Connected Hubs

Common Issues

• Power cable unplugged or damaged. 
• Cellular network outage. 
• Poor signal due to location. 

Steps 

1. Check Power 
   1. Ensure the power cable is fully plugged into the Hub and outlet. 
   2. Replace the cable if visibly damaged. 
   3. Test outlet with another device to confirm power is available. 
2. Power Cycle the Hub 
   1. Unplug for 30 seconds, then plug back in. 
3. Check Status in SoniCloud 
   1. Follow the same steps as Ethernet Hub above. 
   2. Wait and refresh status for up to 30 minutes. 
4. Improve Signal 
   1. Move the Hub closer to a window or out of basement/enclosed spaces. 

Next Steps if Unresolved 

If troubleshooting does not restore connectivity: 

• Gather device serial number and a description of the issue. 
• Contact Sonicu Support if further assistance is needed. 
• Have Network admin contact support.