Device Offline or Not Reporting
Diagnose a FizzWizz showing Stale or Offline on the dashboard — power, network, Wi-Fi, firmware, and account causes.
Device offline or not reporting
A FizzWizz appears Offline when it has not sent a reading for more than 2 hours, and Stale when the gap is 10 to 120 minutes.
The unit may still be carbonating normally — a reporting problem is not necessarily a carbonation problem. But you lose monitoring and alerts, so it is worth fixing promptly.
Device health states
| State | Last reading received | Meaning |
|---|---|---|
| Online | Within 10 minutes | Actively reporting |
| Stale | 10–120 minutes ago | Intermittent or delayed reporting |
| Offline | More than 120 minutes ago, or never | Not reporting — needs attention |
A device showing Stale may recover on its own. Wait 10 minutes before investigating further.
Work through these in order
1. Check power
The most common cause is a power interruption.
- Confirm the FizzWizz is powered on.
- Check the green light on the power supply — if it is off, see Power Connection.
- If power cuts are common on site, fit a Battery Backup.
2. Check network connectivity
- Confirm your network is up and other devices on it are working.
- Check Wi-Fi signal strength at the FizzWizz's mounting location. Breweries are often poor Wi-Fi environments, and signal can change with tank and equipment positions.
- If the unit is on the edge of coverage, reposition it or add an access point.
- See Network & Account Setup for the connection procedure.
3. Check whether a firmware update is in progress
A device is temporarily unavailable during a firmware update. Wait a few minutes and check again.
4. Check whether the device was moved or reinstalled
If the unit was recently relocated or reinstalled, confirm the setup is complete and correct — see Network & Account Setup.
5. Check the account side
The no-organization state cannot be bypassed. If your account is not assigned to an organisation, no devices appear at all — dashboard or mobile app. This is the most common "no devices showing" cause, and it looks like an offline device.
- Confirm your account is assigned to an organisation — see Signing In & Account Setup.
- Confirm the device is assigned to that organisation — see Adding & Claiming a Device.
- Confirm your subscription is Active or in Trial.
6. Still not reporting
Contact support with your serial number and what you have tried — see Support & Parts.
Distinguishing the causes
| Symptom | Likely cause | Where to go |
|---|---|---|
| Device never appeared after installation | Network setup or account assignment incomplete | Network & Account Setup |
| Was Online, now Offline after a power event | Power interruption | Power Connection |
| Intermittent Stale status | Marginal Wi-Fi signal | Site Requirements |
| Offline after being moved | Setup incomplete after relocation | Network & Account Setup |
| Offline, and no devices appear anywhere | Account not assigned to an organisation | Signing In & Account Setup |
| Offline briefly, then recovers | Firmware update | Wait, then recheck |
What happens while offline
The FizzWizz continues to carbonate using its own sensors and calculations — carbonation does not depend on the network. What you lose is:
- Live readings and telemetry charts on the dashboard
- Alert evaluation, so no new alerts are created
- Notification delivery
When the device reconnects, reporting resumes and new readings appear. Because alerts are evaluated when readings arrive, a condition that developed during the outage may not have generated an alert.
If a device was offline during a critical part of a carbonation run, review the pressure and temperature trace once it reconnects to confirm the batch stayed on track. See Device Detail & Charts.