Troubleshooting Shelly devices

Modified on Mon, 3 Feb at 2:20 PM

1. Summary

The purpose of the guide is to provide basic troubleshooting guide for different scenarios with Shelly devices

2. Block Diagram - Device not working/Offline in APP

Device Not Working / Offline in APP – Troubleshooting Guide

When your device appears offline or is not working in the app, follow these steps to diagnose and resolve the issue.

Step 1: Identify Your Device Type

Determine whether your device falls into one of the following categories:

Relays and Controllers
Sensors

For Relays and Controllers:

Verify the wiring for loose cables
- Check all physical connections and ensure that the wires are properly secured.
Verify the LED indication
- Observe the device’s LED behavior.
- Refer to the device manual to understand what the LED signals indicate.
Check if the device is in AP mode
- Look for the device in your Wi-Fi network list.
- If the device appears in AP mode, it may need to be reconfigured.
Verify if the device is visible in the router’s routing table
- Log in to your router’s admin panel.
- Check the list of connected devices to see if the device is listed.

For Sensors:

Verify if the correct model of battery is inserted
- Ensure you are using the manufacturer-recommended battery type.
Check the polarity of the batteries
- Make sure the batteries are correctly oriented (+ and -).
Verify battery condition with a voltage meter
- Use a voltage meter to check if the batteries have sufficient charge.
- For BLU Sensors - Make sure that device is updated to latest version and it has assigned BLU Gateway devices within the max range of 10M.

Step 2: Perform a Hardware Factory Reset

If the issue persists after the above checks, proceed with a hardware factory reset according to the device’s manual.

Step 3: Delete the Device from the APP

Remove the device from the app to clear any potential software issues.

Step 4: Re-add the Device to the APP

Follow the app’s inclusion process to reconfigure and reconnect the device.

3. Device not getting included in APP

(Only when in AP mode)

We recommend you reset your device and include it with the steps below:

Ensure that you connect the device to the 2.4Ghz network (have in mind that your network security settings, should be at least WPA2)

1. Connect the phone to the Shelly’s Wi-Fi Access Point. It should look like ShellyModelName-541268176fa1. Don’t worry if “No internet” message appears.

2. When connected to the Shelly open the phone’s browser and type 192.168.33.1. This will open the local web page of the device.

3. Go to Settings -> Wi-Fi and enter the Wi-Fi name and password the device should connect to. Make sure it’s a 2.4 GHz network.

4. Go to Settings -> Firmware and update the device to the latest firmware version available.

5. Connect the phone back to your Wi-Fi network.

6. Open the Shelly Smart Control app, press the plus button and select “Scan your network for devices”. When the device appears press the “Add Device” button and follow the instructions.

4. Unsuccessful calibration for Shelly 2.5/Shelly Plus 2PM/Pro2PM/Shelly Pro Dual Cover/Shutter PM

Proceed with the following checks:

1. Turn off the ECO mode

2. Make sure that only 1 roller shutter is added to 1 Shelly 2.5/Shelly Plus 2PM/Pro2PM/Shelly Pro Dual Cover/Shutter PM. Otherwise, calibration process would never work

3. Make sure that the open/close time (movement time limits) is set to the maximum possible value

4. Make sure that Power metering feature is working

5. Proceed again with calibration

Additional resources: https://shelly-api-docs.shelly.cloud/gen2/0.14/ComponentsAndServices/Cover#troubleshooting

5. Power metering does not work

1. Observe if device is registering voltage value in http://<IP>/status or http://<IP>/rpc/shelly.getstatus log - If there are voltage readings, there is some problem in the wiring or app setting (for DUO bulbs you need to select type - e27/gu10)

2. Verify that you are not using external contactor relay - if it is used, it would be normal to not see power measurement (not valid for EM devices like EM/3EM/ProEM/Pro3EM due to the CT clamps).

3. Validate the wiring if the device is connected as per instructions. Any additional interpretations of the official provided wiring can lead to such problem. Make sure that screws are tightened

4. For Shelly EM/3EM/Pro 3EM/ProEM make sure that CTs are connected only to phase cable, not phase+neutral+earth/ground

6. Integration with Voice assistants is not working

Proceed with the following checks:

1. Make sure that the device is connected to cloud. Our integration is cloud-to-cloud and it is absolute requirement the devices to be at the cloud, in order to be synch with the Voice Assistant - Google Home/Alexa/SmartThings

2. If device is not connected to cloud, enable the cloud from APP/webUI and make sure it is connecting

7. Device is not connecting to internet and cloud

Proceed with the following checks:

1. Hit http://<IP>/status (GEN1) and observe if time is present or verify the cloud color icon.
2. If time is not present, that is an indication for networking problems for that specific device or in general. It means that the device cannot reach the Internet in order to connect to our cloud server. The network must be investigated - Settings, filters, DNS, gateway, port and etc. (GEN1)

3. For GEN2 devices,hit http://<IP>/rpc/shelly.getconfig (GEN2,GEN3) a if you are assigned to shelly-api-eu.shelly.cloud:6022/jrpc , it means again that networking issues are present. The network must be investigated - Settings, filters, DNS, gateway, ports.

8. The device is turning on/off randomly without my intention

Proceed with the following checks:

1. Check forgotten schedules, timers, scenes from Shelly APP or routines in Voice Assistant

2. EM interference - leave the device in detached button mode for 48H and observe if problem still persist. Long cables are causing interference.

9. The Shelly device temperature is too high

The maximum ambient temperature is 40 degrees. With no load, PCB temperature is 55-60 degrees. Heating protection will switch off the device at 95 degrees.

We recommend ensuring that there is enough space in the location where the device is connected

Make sure that terminals are not used as bridge (N/L).