A mirror is marked offline after a few minutes without contact, and the owner gets an alert after about ten. Most of the time the mirror is fine and the network is not.
- Is it powered? A black glass with no welcome screen after a power cycle is a power problem, not a network one — see the mirror is black.
- Is the salon Wi-Fi up? Check another device on the same network. Restart the router if nothing is getting through.
- Did the Wi-Fi change? A new router, name or password means the mirror needs the details again: remove it in the app and pair it again.
- Give it five minutes after the network is back. The mirror reconnects on its own and the app flips back to Online.
Still offline
Open a ticket with the support code and the time it went offline. We can see the mirror's last contact and its network details from here, which usually points at the cause.