Troubleshooting Terra Station gone offline or unreachable

If you've seen 'Device Unreachable' or a message like this in the Terra Listens app or website:

1. If you're having the issue in the app, try logging in to your 'My Terra' area on the www.terralistens.com website, and see if you have access to your Terra Station stream there. This will help narrow down whether it's a problem with the stream or with the app itself. (Go to login - https://www.terralistens.com/login), your stream is at the top of your 'My Terra' account page. Likewise, if you're having the issue in the website, check if the stream works in the app. 

Using the website (shown below) to listen to your steam can also be a more convenient way to listen at home

2. Check that your Terra Station still has a power supply, and that the green light on the bottom is on (green)

3. Check your wifi connection. One easy way to do this is check from another device such as a computer, laptop or smartphone. For a smartphone check, turn off the data connection on your smartphone (sim card data), make sure the wifi is on, and open any web page - if the computer/phone can't load a webpage, then it's likely that your internet connection is down, and this is the issue. Likely the Terra Station stream will come back on once the wifi is back. 

4. Check that you are logged into the app or the website where you used to see your Terra Station in the account area (My Terra area) - and not accidentally in a different account, or not logged in.

5. If the above seem good, bring your terra device (with the stake) closer to your wifi router. Give the terra device a few minutes to find the wifi. If this was the problem, then you might need to find a closer place for your Terra Station to the wifi, or if you want extended range we have an extra range wifi antenna available in the shop - Premium Wifi Antenna - Increase the receiving range of your Terra's wifi by 300-500% and improve your connection with your home wifi network - https://www.terralistens.com/shop

6. Check that you have the latest version of the app in the app or play store

7. On your phone in the app, try logging out and logging back in again.

8. Restart your phone. 

If all the above has not fixed it, then please 'Submit a ticket' using the button below, to contact support, detailing which of the above steps you have tried and the results you got.

This article will be added to over time. If you have suggestions for improvement, please let us know.

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