First, ensure your Wi-Fi is working and the device is powered on. Most devices may reconnect automatically once the connection is restored. If the device remains offline, please contact Alcove Support for assistance.
If one of your devices goes offline, you'll usually see a notification in the Alcove app and the device status will show as off in the Apps Device section and under Device Status.Devices can go offline due to a loss of power, internet connection, low battery, or because they are out of range of the hub. If a device remains offline for an extended period, Alcove may reach out to you to help get the device back online. Please reach out to Alcove Support if you are aware of a device being offline that you are unable to resolve on your own.
Check that you are still logged into the Alcove app. Check that notifications are enabled for the Alcove app in your phone's settings. Ensure you have a stable internet connection and that the relevant device is online. If notifications are still not arriving, try restarting your phone. If you have forgotten your password, or are unable to resolve the issue, please reach out to Alcove Support.
Open the alert within the Alcove app and review the details. Once you have checked on the situation, you can mark the alert as resolved. Resolving an alert helps keep your alert list up to date and lets other connected family members or responders know that the alert has been acknowledged.
Low battery and device offline alerts cannot be paused or edited, as these are technical alerts used to support device maintenance. However, if you would like any non-technical alerts to be set up, edited, deactivated or reactivated, please contact Alcove Support, who will be happy to help.
Alcove, the Local Authority who referred the equipment, and responders who have been granted access to the Alcove app can view alerts and activity information. To add, update, or remove responders, please contact Alcove Support.
If you have checked the power supply, internet connection, and device batteries and the device is still offline, please contact Alcove Support. Our team can help troubleshoot the issue and arrange a replacement or collection if required.
If you would like more information about any of the services we offer, please get in touch.
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