A CEM device is showing as offline
Checks to run before you raise a request, and what to tell us.
Updated 28 Oct 2026
If a device stops reporting to PRISM, work through these checks.
Quick checks on site
- Power: confirm the device and its power supply are on. Check for a tripped breaker or a generator or inverter changeover.
- Connectivity: check whether the site's network or SIM data is working, for example by checking another device on the same connection.
- Physical condition: look for loose cables, damage or water ingress. Don't open the device enclosure.
When it comes back
Devices normally resume reporting on their own once power and connectivity return. Data from the outage may appear with a delay.
Raise a request
If it's still offline, contact support and choose Device offline. Please include:
- the site name and the device ID or label
- when it was last seen online in PRISM
- what you've already checked
If a site visit is needed, we'll arrange it with you.
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