I. Troubleshooting Steps When Zendure Device is Offline

1. Please confirm whether your device is energized. Any device may be shut off due to poor contact or other causes.

2. Please check whether your device has ever been shut off or disconnected from the Wi-Fi network. If the network link is disconnected, there shall be a process for Zendure device to be online. Please confirm whether your Zendure device will be online after 2 minutes. (Note: Not all Zendure devices support the Power-off Memory Function. Thus the device will be "offline" after shut down.)

3. Please ensure the signal of the network environment where the device is located is strong and stable. Verification Method: Download the internet speed test app, place your mobile phone in the same location as the device, then test the Internet upload and download speed. (Ensure that the speed is at least upload ≥ 2 MB/s, download ≥ 2 MB/s, or upload ≥ 16 Mbps, download ≥ 16 Mbps)

4. Please confirm whether the Wi-Fi router is working as normal, such as whether the Wi-Fi name or password has been changed. If so, you also need to reset the device first, re-add the device, and establish a new connection through the Zendure APP.

5. If the network works normally but your Zendure device still goes offline unexpectedly, please confirm whether the number of connected devices exceeds the limit of the Wi-Fi Router. Try to reboot the router first, restart the Zendure device, and then wait for 2-3 minutes to see if the Zendure device will be reconnected to the network. 

6. Check whether the firmware version of the Zendure device is up to date, checking the firmware as follows: Home -> Click the device -> Click the button on the top right corner -> Find the Firmware Upgrade button and click.

7. To better identify the connection issues, please try to build a Wi-Fi connection for your Zendure device through a mobile hotspot, so as to check whether the Wi-Fi network issue is the cause.
  (Two smartphones are needed for interactive connectivity: one of them is for turning on the hotspot as a network provider, and the other is for connecting the Zendure device to the phone's hotspot.)

II. Troubleshooting Steps when Zendure device fails to connect to the Wi-Fi network

1. Please check whether the Zendure device is properly powered on, confirm the Wi-Fi router is connected to the external network, and make sure the Zendure device is in the correct state of pairing mode. For more details, please check the Zendure APP Network Connection Guide.

2. Please verify that the Wi-Fi password entered is correct first. Check the Wi-Fi account and password, making sure there is no special symbol, no space in your Wi-Fi password. And pay attention to upper case and lower case letters, please.

3. Please make sure the router's DHCP server function has been enabled.

4. In iOS 14 or later, you need to tap “Allow” to grant the app access to your local network and wireless data permissions.

5. If there's a prompt popping up and saying that the device has been paired to another account/user during the process of binding the Zendure device, please follow the instructions on the page to unbind the device and then manually add it again.

6. If the network is functioning properly but your Zendure device still fails to connect, please confirm whether the number of connected devices exceeds the limit of the Wi-Fi Router. Please try to turn off the Wi-Fi function of any connecting device to free up the channels for reconfiguration.

7. If the router has wireless MAC address filtering enabled, please try removing the device from the router's MAC filtering list to ensure that the router is not blocking the device from connecting. Or you can disable MAC address filtering.

8. Please use a well-known brand router. If the router is provided by your ISP, any compatibility issues may arise due to certain functionalities imposed by the provider.