Homey Pro (2023) keeps going offline

Questions & Help
1

Hi all, my Homey Pro keeps going offline. I’ve tried to contact support but they expect to answer in two weeks. Is there anything I can do to troubleshoot? I’ve searched the community but havent found anything about logs or general troubleshooting?

Thanks for any help.

Best, Wybe

2
  • What does it mean Offline ? Eg. In Android app, not pinganbe, any LED color, restart is solving it ?
  • How you are connected (ethernet/Wifi) ?
  • Original adapter ? Have you tried another adapter / another USB-C cable ?
  • Which firmware ?
  • Any specific time it goes off ?

Install sysinternals app, add device, after crash/offline, check Insights for :

  • temperature
  • free mem
  • cpu utilisation
  • network disconnections

Install eg. Network Check App for Homey | Homey, create flow to update Timeline - analyse when it goes offline again.

3

Hi Sharkey, thanks for your response. Offline means that the app and webpage says that Homey is offline. I’m connected via WIFI, this worked without problems for more than a year. Times are random, it started a week ago at night but the frequency is higher now. I initially thought that MQTT was causing it but I shut of the hub and that didn’t help. Firmware is 12.3.2. Will try the other tips this weekend. I bought the device to stop tinkering. I have run domotics for years but can’t find the time anymore.

1 Like
4

Oh, and I just ordered an original network adapter to avoid WIFI issues…

5

What is the LED colour, when Homey goes offline, and how frequent it is ? And does it self-recover ?
You can check in Insights the times of going offline based on Uptime.

6

Hi, the led color is Rainbow I think. At least that’s what I see when I check it. I just looked at insights. Didn’t see any Uptime but if I look at memory or CPU it appears as if the device is still alive. I just replaced the power adapter on request of Atom. Will get my lan adapter tomorrow I hope and hope that that wil solve things. So far it doesn’t self recover, I have to reboot it. Will now try and setup the flow to check the network . The sys internals apps shows a warning on the webpage that it is unstable. Doesn’t seem very handy when troubleshooting :slight_smile:

7

Hm, rainbow, that would indicate it’s alive. What about PING ?

Hmm, if you see that Insights were recorded, eg. including Temperature sensors during the time “it’s offline”, then the power adapter is not an issue.

You can also setup a flow → connection broken → start countdown → connection not restored after 10 min → reboot Homey. At least this way it will be “soft” reboot rather then “power cut”.

Which one ? Where ? Share a screenshot or link. If you mean “Test” version, it’s normal for every developer distributing test version - I’m using the TEST one since the time it has been released without any issue.

1 Like
8

I’ve now replaced the power adapter and cable and added the ethernet connection. I disabled all non critical flows to see if that solves problem. so far it is running fine for an hour now. Will monitor and see if it stays running. If so I will able my (MQTT based) flows again. I havent installed the Sysinternals app yet because it said that it will have full control. No idea what the impact/risk is… I found ou that I can get some info using the API in the dev tools… Thanks for the help so far. If problems remain I will let you know.

10

Hello,
I have the same problem. Everything is the same as @Wibo_Wibo except that the homey is connected to the Homey Pro Ethernet Adapter. It’s starting to annoy me because the homey goes offline every day at random moments and sometimes it can be online for a week.

What I tried:

  • turned off the LED so that its temperature would be lower (now it’s around 50°C)
  • installed sysinternals
  • if I look at Insights, I see that everything is measured normally
  • set a static IP address on the router. but I can’t ping it because it’s not on the router either. Note: the lights on the ethernet adapter are still blinking

What I didn’t try:

  • I only tried another power supply because I don’t have 5.2V. Actually I tried with a regular 5V/2A but the homey wouldn’t turn on
  • I didn’t install Network Check to do a soft reset with flow

Is there any help? Or should I look for another power adapter?

1 Like