What is Device Offline?
Device Offline is a system warning that your Flo by Moen device has been disconnected from the internet for an extended period of time, which means limited functionality of the Flo System. During times that the Flo by Moen device is disconnected from the internet, the Flo by Moen 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 Flo System 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 by Moen device 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 Flo by Moen device is powered on. Both 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 Flo by Moen 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 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 Flo by Moen 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. 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 Flo by Moen device. Try unplugging your Flo by Moen device for 5-10 seconds and plugging it back. This will restart the device. Allow 2-4 minutes for your Flo 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 by Moen device for 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.
For more tips, see these articles:
- The device is powered on, I’ve disconnected and reconnected the cable, but It’s still showing offline. What’s next?
- My internet works fine, but the Flo device is still offline.
- Is my home protected while the Flo by Moen device is offline?
NOTE: Although your Flo by Moen device is Offline, your home is still protected.
If you need further assistance, please contact Flo Support.