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
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).