Igloohome: Troubleshooting Device Online Status

If your Igloohome device is showing as offline in Seam, this guide explains how online status works and how to fix it.

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How Seam determines online/offline status

Seam uses two signals to determine if a device is online:

• Bridge connectivity — if the device's paired Igloohome Bridge goes offline, the device is marked offline in Seam.

• Message delivery — when Seam sends a command to the device (e.g., programming an access code) and the device doesn't respond before the message expires, Seam marks the device as offline.

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Troubleshooting Flow

Step 1: Check Bridge Power and Internet

1. Confirm that the Bridge is plugged in and LED lights are on.

2. Confirm your Wi-Fi is working.

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Step 2: Check Bridge Status in Igloohome App

Go to Devices → find your Bridge → check status (green = online, red = offline).

If offline:

1. Unplug the Bridge, wait 10 seconds, plug back in, wait 2–3 minutes

2. Tap Bridge → Diagnostics → Check network status to verify connectivity

3. If needed, tap Change WiFi network to reconnect

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Step 3: Check Lock or Keypad Connection

This is the most common cause of code failures when the Bridge appears online.

For locks with a separate keypad: both the lock AND keypad must be linked to the Bridge.

View Connection Status in Diagnostics

1. Open the Igloohome app

2. Go to Devices tab

3. Tap on your bridge (not the lock)

4. Tap Diagnostics → Check network status

   Look for "1 link failed to connect" or similar messages

Re-Link Your Lock or Keypad to the Bridge

If you need to re-connect your lock or keypad to the bridge, see this detailed guide from Igloohome: Igloohome's official pairing and linking guide.

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Step 4: Fix Lock-to-Bridge Distance Issues

Maximum range is 10 meters (33 ft) line of sight — walls and metal doors reduce this significantly. Move the Bridge closer to the lock or add a second Bridge.

After adjusting, wait 5 minutes or tap Run diagnostics on the Bridge to refresh.

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Step 5: Check battery, firmware, and restart

• Replace batteries if below 20%

• Update Bridge and lock firmware via the Igloohome app (Devices/Locks → tap device → check for updates)

• If still offline: unplug Bridge for 30 seconds, plug back in, wait 3–5 minutes

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Still Having Issues?

If you've completed all steps and your bridge is still showing offline, reach out to Igloo support with your device ID, bridge ID, and steps already tried.

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