Once you have plugged your Base Station into a power point and connected it to the router using an ethernet cable, you should see two lights on the Base Station.
You should see a yellow/orange light on the left of the cable port (the power light) and a rapidly blinking green light to the right (the data light). If you can see these lights, it means that the Base Station is powered on and is also connected to your router correctly.
I can see the lights blinking.
If these LED's are blinking, but you still get the "Base Station offline" message, it means there is an internet connection error between your ISP and our servers on AWS (Amazon Web Servers). This usually resolves itself automatically within a few minutes, and during this period of time the Base Station will still actually work.
In some cases, when you plug the Base Station in for the first time, it may need to update its firmware to the latest version before it can begin operating. It will not show as online while it is doing this updating, but it should only take a maximum of ten minutes.
However, if this is your first setup, or the Base Station remains offline for hours, then you'll need to check your router and firewall settings to see if your Base Station is being blocked by them. Please also click this link https://cleverloop.com/status_check and to see if 'succ' is 'true'. You can click this link on either your smartphone or on a PC, so long as they are in your local network.
The next thing to do is to format the SD card which is inside the Base Station. If the SD card has an issue, then the Base Station will have difficulties storing footage to it, which can cause it to go offline. Here is a solution which shows how to format the SD Card.
If you are still not able to resolve the issue then we can provide further assistance. Please submit a support ticket. It would be really useful if you could also include the results from your status check tests and whether (and which) lights are blinking. Also include your Base Station ID, which can be found on the underside of the Base Station.
I have no Ethernet lights.
If this is your First Setup.
Flip the base station, and see if you can find a blinking green LED by looking through the heat dissipation holes. If you can't see this light, then it means Base Station is NOT powered properly.
The next thing to check is whether the USB power supply provided with the Base Station is working. You can try plugging a mobile phone into the CleverLoop power supply, and see if it starts charging up. You can also try powering the Base Station with a mobile phone charger plug and see if the lights come on.
If you can see the green LED, then try switching to another Ethernet cable as it may be a fault with the cable itself. Once you connect a new Ethernet cable, reboot the CleverLoop Base Station by unplugging it from power, wait for 1 minute, then plug it back in. If it is still not working, please check your router type.
Which modem/router are you using?
Certain modem/router models are not compatible with the Base Station. For more information, see this solution.
How to determine if your router works with Base Station?
If you can see the blinking green LED through the heat dissipation holes, but have no Ethernet lights when plugging the Base Station into the router, then please find a spare router, or go to your friends/neighbour's home and test using their router. If you can see the Ethernet lights when using other routers, then it means the router you are using is not compatible with the Base Station. Please contact your ISP and ask for a new brand of router. Please also let us know your router model so we can share this information with other users.
If you still cannot see the light after going through all these steps, then please open a new support ticket, including what you have found as you work through the above steps and your Base Station ID (located on the underside of the Base Station itself) and we will reply to you. Please attach your router information if possible.
If you have been using the Base Station for a while.
First, flip the base station, and see if you can find a blinking green LED by looking through the heat dissipation holes. If you can't see this light, then it means Base Station is NOT powered properly.
If the Base Station is not powering properly, then please check whether the USB power supply provided with the Base Station is working. You can try plugging a mobile phone into the CleverLoop power supply (the plug 'block' has a USB connector which will accept a phone's USB charging cable), and see if it starts charging up. You can also try powering the Base Station with a mobile phone charger plug and see if the lights come on.
If the lights were blinking, please feel the top surface of your Base Station and see if it is very hot to touch. If it is, It may be going offline due to overheating. See this solution for more information on avoiding overheating your Base Station.
If the surface is excessively hot it means the heat of Base Station is not dissipating well. This could be because the Base Station is in a location that has a lot of heat, such as on top of a router / other device, is sitting in full sun or is on a surface that doesn't let the heat come out through the vents on the underside of the unit (i.e. carpet). Please try to move it to a cooler spot. Or you could flip the Base Station upside down, as this will give it maximum heat dissipation.
Also, please try formatting the SD Card which is inside the Base Station. If the SD Card is not functioning properly, the processor inside the device will work harder to try and save footage and then eventually go offline. Here is a solution on how to format the SD Card.
Try rebooting the CleverLoop Base Station by unplugging it from power, wait for about 1 minute, then plug it back in. If you still cannot see the light after going through all these steps, then please open a new support ticket and include your Base Station ID in this ticket (found on the underside of your Base Station) and a description of whether (and which) lights are blinking.