This may be caused by network issues.1. Check if the Wi-Fi connection is stable and that the device is connected to this network (device needs to be within a 25 meter range of your Wi-Fi router).2. Keep your App open for 3 minutes3. If the device is online but you still cannot control it with our App, connect your phone to the same Wi-Fi network to determine if there is no issue with the connection.If you have completed these steps but you still can’t manage the device, please contact us at support@robertsmart.com. Within the email please provide your Virtual ID and explain the situation.You can find the Virtual ID by following these steps:1. Click on the specific device on the Main Screen2. Click the button on the top right corner of the screen3. Select Device Information and copy Virtual ID