What to do when an eero device shows offline

⚡ Fast fix

• Check the rest of the mesh—One offline eero calls for different troubleshooting than an offline network.
• Look at the light—Solid red means the eero has lost its internet connection.
• Move one lonely node closer—If it reconnects, placement was probably the problem.
• Still showing offline?
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One eero® disappearing while the rest of the house still has Wi-Fi is annoying, but it’s also a useful clue. Asurion Experts help customers keep home Wi-Fi connected every day, and when an eero drops offline, the first thing we’d look at is whether the problem follows one mesh point or the whole network.

See whether one eero is offline or all of them

Open the eero app and look at the network status on the Home screen.

If the entire network says Offline, focus on the gateway eero, modem or fiber ONT, Ethernet connection, and internet service. If only one wireless eero is offline while the gateway and other nodes are working, leave the modem alone for now. That points much more strongly toward that eero’s placement, power, or connection back to the mesh.

If phones and laptops show Wi-Fi but nothing will load either, our article on what to do when Wi-Fi says connected but there’s no internet can help separate a Wi-Fi connection from an internet-service problem.

If it’s one mesh point, bring it closer

A wireless eero needs a reliable connection to the rest of the mesh. In the app, a node with zero connection bars has lost that mesh connection completely.

Move the offline eero closer to another working eero, unplug it for about 30 seconds, then power it back on and give it a couple of minutes. If it comes online in the new location, that tells you the node itself can still connect—the old spot was likely too far away or had too much interference in the path.

Walls, metal, large appliances, enclosed cabinets, and simply too much distance can all weaken the link between mesh points. The goal isn’t to put every eero beside another one; it’s to keep each node close enough to pass along a healthy signal.

If the gateway is offline, check the modem connection

The gateway is the eero connected directly to the modem or fiber ONT. If that one is offline, check the Ethernet cable first and make sure it’s fully seated at both ends.

Then restart the internet connection in order:

1. Unplug the modem or ONT from power.
2. Leave it off for at least 3 minutes.
3. Plug it back in and wait for the internet connection to return.
4. Restart the gateway eero.
5. Wait for its light to turn solid white.

If the gateway still can’t connect, try another Ethernet cable before changing network settings. A cable that looks perfectly fine can still be the thing holding up the whole house.

Let the eero app narrow it down

When the network is offline, the eero app can show Troubleshoot your connection on the Home screen. Tap that prompt and follow the connection checks it finds.

If the network is working but the app itself can’t find it, that’s a different problem. Our guide to fixing the eero app when it can’t find your network covers app permissions, account sign-in, Bluetooth, and phone-side troubleshooting without tearing apart a network that’s already online.

Check software after the connection is stable

Firmware is worth checking once the eero is back online—not while it’s still struggling to connect. Open the eero app and look under Settings > Software updates.

If an update is available, let it finish without unplugging the network. Our article on updating eero firmware explains what to expect during the update, including the brief reboot at the end.

An eero that keeps dropping offline again after a good placement test, stable power, a healthy gateway connection, and current software needs more attention than another round of random reboots.

FAQ

Why is one eero offline but the others are working?

That usually points toward the individual node’s power, placement, or mesh connection. Move it closer to another eero and restart it before changing anything at the modem.

What color is eero when it’s offline?

A solid red light means the eero is offline. Solid white means it’s online and connected.

How long does an eero take to come back online after a restart?

Usually a couple of minutes. Give the light time to return to solid white before restarting it again.

Why is my gateway eero offline?

Check the modem or ONT, Ethernet cable, internet-service status, and gateway power. The gateway needs a working connection upstream before the rest of the mesh can get online.

Should I factory reset an offline eero?

Not first. Placement, power, modem, Ethernet, and a normal restart are much less disruptive and often tell you more about what’s actually wrong.