Power Bard Issues
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We have 16 power bars connected to an account, we have been testing these devices since more to one year, and we have never had them all connected at the same time. They always lose connection, and we need to restart them, sometimes they appear online, but we can't do anything remotely.
We talked to the technical service and since they couldn't find the problem, they asked us to return them. I think the problem is simpler than it seems, and we just have to find a specialist who tells us the correct way to operate them.
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When the device loses connection to the cloud, it may lead to a situation where the app displays the device as "offline" during remote control. If the device's disconnection is brief and the app has not promptly received the offline status update, it can result in the device appearing as "online" in the app but being unable to respond to control commands (commands not effective).
Various factors could cause the device to lose cloud connection, such as network disconnection, network or server fluctuations impacting the device's ability to maintain an online status, among others. The specific reason requires individual analysis.
Do you have a ticket or case number if you have contacted technical support? We can help verify the status of your case and escalate it to a senior engineer for further analysis.
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@Wag this was the case number [TP-Link Support]-[TKID221123803] 16920727 // KP303 // sudden offline
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I noticed that the latest communication for this case was back in January 2023. Have you undergone the warranty process with the local support team? If so, does the replacement also experience the same problem?
Due to the considerable amount of time that has passed, I would like to reconfirm the current issue details with you. Please provide a detailed description of the problem so that we can proceed with further troubleshooting.
1. LED status of the Sys light when the plug goes offline
2. Model of your router (Any network extension devices?)
3. WiFi signal strength of the device (you can refer to devices experiencing frequent disconnections).
<Kasa APP ->Device page ->Device Settings ->Device Info ->Click WiFi network, check the dBm value.>
4. When the device goes offline, were you able to manage them if you're connected to the same WiFi network as the plug?
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Tech support couldn't figure out what the problem was, and that's why they asked me to return it. I used the power bard again and if it connects and works fine for a while, then it loses communication.
The issue is that this happens in almost all the ones we have, I can assure you that it is not a connectivity issue. They are all connected to one side of the routers. What I have corrected now, is the time and time zone of all the routers, I imagined that the power bard took its time from here. What I have noticed is that not all of them have the same firmware.
The ones that I have disconnected, have power, have an internet connection, and I can even see them connected from the router. This is an issue that comes from your servers or from the application.
The account is associated with this email, if you check the account you will see how many we have associated and how many are offline.
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This power bard is in Alberta and I can't get it to take that time zone. I have the RT well configured, what else should I do to them?
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For the device time zone issue, have you tried to synchronize the location in the Kasa APP? How to Adjust Time Setting in the Kasa APP
To determine the direction for resolving the issue, kindly cooperate by confirming the symptoms of the problem you've encountered.
1. SYS-led status of the KP303
2. Can Kasa app control the power bard locally (same WiFi network) during the problem? Or does the device also show as offline when on the local network?
What's the model of your Asus router? Any network extension devices?
Is the Hawk_PowerBar network operating on a 2.4GHz WiFi frequency, or is it a dual-band network combining both 2.4GHz and 5GHz? How many devices are connected to the 2.4GHz frequency?
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we have devices in different times zones, synchronize the location in the Kasa APP don't solve our issue.
1. SYS-led status of the KP303,
always solid green.
2. Can Kasa app control the power bard locally (same WiFi network) during the problem?
When the remote connection to the power bard is lost, sometimes we can enter locally and occupy the power bard, but not always.
Or does the device also show as offline when on the local network?
Sometimes
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Can you share the models of the routers you used here? I just checked and found out that several KP303s under your account are currently disconnected from cloud. This is why you cannot remotely manage the devices (the devices appear offline remotely).
This situation may occur if there are related settings on the router that may block or intercept the TP-Link cloud server address, interfering with the Kasa device to obtain and update cloud status information. Please provide the router models you are using, and we will confirm with our engineers whether there was similar feedback.
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