If you've seen your ONSCREEN Moment "OFFLINE" there are steps you can take on your own to try to get it back "ONLINE". The "OFFLINE" status happens when the device cannot reach the internet to send a 'heartbeat' telling us its okay. If we don't see a heartbeat for a few minutes, we mark it as OFFLINE. When the heartbeat resumes, we mark it as ONLINE. The most common causes and steps to fix are:
Temporary loss of Internet
If your home has lost internet, we will also lose internet and be unable to send the 'heartbeat'. If this is temporary and the router recovers, we should be able to reconnect to the internet and service will be restored. Almost all the time, this will happen without any intervention from you. A few things to try if it does not recover automatically:
If the rest of the house recovers but the Moment has not, try to power cycle it (pull the power adapter out of the plug, count to five, plug back in).
After a power outage, and depending on the router, the length of outage and other factors, the router might power back up but NOT CONNECT to the internet. You can try power cycling the router.
If you are using PASSTHROUGH, the TV will display "Let's connect your network" or "Let's connect your account" instead of showing TV programs. You can try power cycling the Moment, or to switch to TV, use the ONSCREEN remote and press the TV button.
Power loss to the Moment
If the power adapter is disconnected from the Moment, it will be unable to send heartbeats. The only solution is to get power to the Moment. Try to make sure the outlet it is plugged into is not a switchable outlet, that it is not going through a light switch or plugged into an extension that has a switch that might get shut off.
Change to the WiFi Network
If you change cable providers or upgrade your router, the WiFi network or password may change. Any time there is network change, you will have to reconnect the Moment to the new network. This can be done with the remote or by generating a new QRCode.
If you've tried these steps and the device is still offline, you can schedule a troubleshooting session with ONSCREEN. Go to our calendar to pick a convenient time. Someone will need to be on site with the Moment to troubleshoot.