In order to control your SPAN Home App, SPAN requires power (either from the grid or a battery storage system) and a working internet connection. If you receive a "Panel Lost Internet Connection" alert, this means your panel has either lost its internet connection or your panel is no longer receiving power.
Review the below troubleshooting steps to identify the issue or attempt to restore connectivity.
Confirm your SPAN Panel has Power:
- If you open your SPAN door, LED lights will turn on inside the panel enclosure. This confirms for us that SPAN is currently powered.
- If your Panel is not receiving power, this is likely due to a local power outage or a drained battery (if a backup battery is present). You will need to wait for power to be restored or your battery to charge before you can interface with the Panel again.
Confirm your Home Internet is Working:
- Do you have a working internet connection on other devices, such as your smartphone or tablet? If you do, then your home internet is working.
- If you are unsure, put your phone in airplane mode and connect to your home Wi-Fi. If you are able to use your Wi-Fi connection in this configuration, your home internet should be working fine.
- If you accidentally turned off the Circuit controlling your Home router, follow our instructions for using Emergency Reconnect to get reconnected: Emergency Reconnect.
- If you have recently made changes to your home network, you will need to update your Panel's connectivity settings. Follow our instructions for updating your wifi network: Using Wifi with SPAN.
- If the above steps do not resolve your connection, try restarting your home router and make sure to move back any ethernet cables you may have recently moved to their original configuration.
Confirmed the Home Internet Connection isn't Working:
- Make sure your router is on.
- Check with your ISP to see if there is an outage.
If your internet is working, your Panel is powered, and you have tried the above steps with no luck, please contact SPAN Support with your serial number and the steps you have already taken and we will further troubleshoot the connection for you.
Once you have restored power/internet to your Panel, make sure all circuits that contain networking equipment are set up in the Circuits with Internet page.