Activation

Reconnecting your Envoy

Steps for reconnecting your Envoy using an Ethernet cable connected to your internet router

We've determined that your Envoy is directly connected to your home's Internet router using an Ethernet cable. Now let's walk through the process of fixing your Envoy's connection.

Follow these steps to get your Envoy back online:
  1. Press and hold the Envoy menu button until the Envoy menu appears on the Envoy LCD screen.

  2. Release the Envoy menu button when Get New IP Address appears on the LCD screen. (If you miss this option, you can cycle through the menu choices a second time.)

Within two minutes, updated numbers should appear on the top row of the Envoy LCD screen (an IP address that does not start with 169).


Check if the connection was successful

Within two minutes, does the Envoy LCD screen display +Web and an updated series of numbers (that does not start with 169)?

If the screen displays +Web: Congratulations! You're back online. Your system now needs to re-sync, which can take anywhere from an hour to a few days depending on how long your system was offline. Continue on to the final step: what to expect when your Envoy is reconnected to the Internet.


What to do if the connection was not successful

If the updated numbers do not appear on the Envoy LCD screen, it will be necessary to power cycle (turn power off and then back on) all network devices following these additional steps below:

  1. Turn off your modem and router
  2. Unplug the Envoy
  3. Turn on your modem and wait 30 seconds
  4. Turn on your router and wait 30 seconds
  5. Plug in the Envoy. Wait for the boot (start up) sequence to complete. This will take about 3 minutes.

Check if the connection was successful (again)

Within five minutes, does the Envoy LCD screen display +Web and an updated series of numbers (that does not start with 169)?


If the screen displays +Web: Congratulations! You're back online. Your system now needs to re-sync, which can take anywhere from an hour to a few days depending on how long your system was offline. Continue on to the final step: what to expect when your Envoy is reconnected to the Internet.


Why don't I see my production data even after my Envoy has been reconnected to the internet?

Don't worry if you don't see your production data or the top light of the envoy is red, even after reconnecting your Envoy back to the internet. It takes some time for the backed-up data to sync up with Enlighten. Typically it takes about 1 hour for each day of your Envoy being offline. For example, if your Envoy was offline for 30 days your system should fully sync up in about 30 hours.

Related Categories: Troubleshooting