- Networks
- Mesh Wi-Fi routers
Troubleshoot your connection
eero Troubleshoot your connection: network offline in app
Risk level
Low
Usually safe to check without specialist tools.
Urgency
High
Quick answer
On eero mesh Wi-Fi systems, when the eero app displays "Offline" in red text with a "Troubleshoot your connection" button at the bottom of the screen, the gateway eero has lost its Internet connection from the modem or encountered a WAN IP, gateway, DNS, or ISP settings issue.
Safety first
Stop and check this first
- Avoid holding the eero reset button for 15 seconds until the LED flashes red (Hard Reset) unless you intend to wipe the entire mesh network and set up every node from scratch.
Safe checks you can perform
- Tap Troubleshoot your connection in the eero app and inspect the gateway LED
- Verify Ethernet cables and power cycle the modem and gateway eero for 30 seconds
- Check ISP/WAN settings in the eero app or perform a Soft Reset (flash yellow ~8s)
Leave these tasks to a qualified professional
- Do not attempt this professional task: Contact eero support if the gateway eero stays solid red on a verified working modem
- Do not attempt this professional task: Contact your ISP if the modem is offline or fails to issue a WAN IP address
What a technician must be able to justify
Technician visit
These are the steps they must carry out and show you. Tick them as they work: if steps are skipped, do not accept a part swap.
These are not instructions for opening or handling the equipment yourself. They are the checks that should support a technical conclusion.
Contact eero support if the gateway eero stays solid red on a verified working modem
What they doIf the modem delivers working Internet to another wired device over the same Ethernet cable but the gateway eero remains solid red after testing both Ethernet ports and performing an 8-second Soft Reset, contact eero support.
They must show youGateway eero serial number, results of testing both Ethernet ports, and Soft Reset outcome.
In writingeero support case number and gateway diagnostic or replacement details.
Contact your ISP if the modem is offline or fails to issue a WAN IP address
What they doIf your modem lights indicate a signal loss or the eero troubleshooting screen shows a failed WAN IP, default router IP, or DNS check after rebooting both devices, contact your Internet Service Provider.
They must show youeero app diagnostic results (WAN IP, default router IP, DNS resolution) and modem status lights.
In writingISP outage or ticket reference and confirmation of restored broadband service.
Before accepting a part or repair
Nothing has been shown yet. Do not accept a part swap based on the code alone.
Follow these steps
Note: Follow the documented order. An error code identifies the affected system, but it does not prove by itself which part has failed.
Tap Troubleshoot your connection in the eero app and inspect the gateway LED
- Who:
- Network owner using the eero mobile app.
- How:
- Tap the "Troubleshoot your connection" button at the bottom of the eero app dashboard to see whether all eeros or only specific nodes are offline, and check whether the gateway eero LED is solid red or flashing white.
- Result that matters:
- Scope of the outage and status of the gateway eero LED.
- If all eeros show offline and the gateway LED is solid red, inspect the Ethernet cable and upstream modem.
- If the gateway eero LED is solid white and only a wireless node is offline, power cycle or move that leaf eero closer.
- Evidence to keep:
- Screenshot of the Troubleshoot your connection diagnostic screen in the eero app.
Evidence: What do the colors of the LED light on my eero mean? · What should I do if my eero network is offline?
Verify Ethernet cables and power cycle the modem and gateway eero for 30 seconds
- Who:
- User next to the modem and gateway eero, no tools required.
- How:
- Confirm the Ethernet cable is firmly seated between the modem and gateway eero, unplug power from both the modem and gateway eero for 30 seconds, power on the modem first until its lights stabilize, and then plug the gateway eero back in.
- Result that matters:
- Gateway eero LED flashing white while connecting and turning solid white once online.
- If the gateway LED turns solid white, the eero app status returns to Online.
- If the gateway LED returns to solid red even though the modem is online, check ISP settings or run a Soft Reset.
- Evidence to keep:
- Photo of the modem status lights and gateway eero LED after power cycling.
Evidence: What do the colors of the LED light on my eero mean? · What should I do if my eero network is offline? · How do I reboot or reset my eero?
Check ISP/WAN settings in the eero app or perform a Soft Reset (flash yellow ~8s)
- Who:
- Network administrator managing the eero system.
- How:
- If you recently altered WAN or ISP settings in the eero app, revert them to automatic DHCP; if the gateway still fails to connect, hold the eero reset button for up to 8 seconds until the LED flashes yellow and release it to perform a Soft Reset.
- Result that matters:
- Refreshed IP assignments and network settings while keeping your eero network saved in the app.
- If the LED turns solid white after the Soft Reset, Internet connectivity is restored without losing your network.
- If WAN IP, default router IP, or DNS checks still fail with a working modem, contact your ISP or eero support.
- Evidence to keep:
- Diagnostic check results (WAN IP, default router IP, DNS resolution) from the eero app.
Evidence: What should I do if my eero network is offline? · How do I reboot or reset my eero?
Still not solved
If the error persists, stop here. See what the technician must do and show you.
Where this code applies
A code is meaningful only inside the right product and version context.
Primary scope
- System
- Networks
- Brand
- eero
- Product type
- Mesh Wi-Fi routers
Known code variants
- eero app Offline Troubleshoot your connection
- eero network offline red text
- eero Offline en rojo
- eero red fuera de línea en la app
- Solucionar problemas de conexión eero
What it means
In eero's official support guide for an offline network (What should I do if my eero network is offline?), the eero app shows "Offline" in red text at the top of the dashboard and provides the "Troubleshoot your connection" button to identify whether the entire network or only specific eeros are offline. During an outage, the eero LED typically turns solid red (no Internet connection) or flashes white while attempting to reconnect. Exact app screens vary across eero models, and this prompt on its own never proves a faulty hardware part.
Warnings and stop conditions
- Mediumeditorial warning
Avoid holding the eero reset button for 15 seconds until the LED flashes red (Hard Reset) unless you intend to wipe the entire mesh network and set up every node from scratch.
Evidence: How do I reboot or reset my eero?
Symptoms and causes
Probable causes · in order
- ISP service outage or lost Ethernet link between the modem and gateway eeroCommon
The upstream modem lost its broadband signal from the ISP or the Ethernet cable connecting the modem to the gateway eero came loose.
Evidence: What do the colors of the LED light on my eero mean? · What should I do if my eero network is offline?
- Failed WAN IP, default router IP, or DNS resolution check on the gateway eeroPossible
The gateway eero fails to obtain a valid WAN IP address or default gateway from the modem, or cannot resolve DNS queries after a network hiccup.
Evidence: What should I do if my eero network is offline?
- Incorrect WAN or ISP settings applied under advanced settings in the eero appPossible
Static IP or PPPoE settings were inadvertently enabled in the eero app on a line where the ISP actually provides standard automatic DHCP.
Evidence: What should I do if my eero network is offline?
Virtual technician
Does Troubleshoot your connection still appear after these checks?
Answer a few questions to narrow down the likely cause and the safest next action. Guidance only - it never replaces a professional.
Sources and technical references
- 1
What do the colors of the LED light on my eero mean?
eero (Amazon) · 2026 · official_doc
- 2
What should I do if my eero network is offline?
eero (Amazon) · 2026 · official_doc
- 3
How do I reboot or reset my eero?
eero (Amazon) · 2026 · official_doc
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