Causes
- An outdated Pura app on your phone — Pura's own troubleshooting page states that errors and diffuser connectivity issues are often caused by old app versions. The app is the bridge to the Pura Cloud, so when it lags behind the device firmware, the diffuser can report offline even while it's running normally.
- Network changes the diffuser doesn't know about — a router reboot after a power outage, a new Wi-Fi password, a renamed SSID, or the router suddenly steering the device to 5 GHz will silently drop the connection. The diffuser keeps running its schedule locally but the app shows it offline because the cloud link is gone.
- A power fault at the outlet or the 360° rotating plug — the v5 plugs straight into the wall, and its rotating plug can work loose over time, or the outlet can be on a switched/GFCI circuit that tripped. Losing power mid-run is exactly what a red/green blink or a permanent offline state looks like at the device itself.
- The diffuser is out of Wi-Fi range or on the edge of coverage — 2.4 GHz penetrates walls better than 5 GHz but still fades. A diffuser plugged into an outlet far from the router, behind thick walls or metal cabinets, drops its link repeatedly and cycles between online and offline.
- A firmware or cloud-command glitch — a schedule, away-mode, or geofencing command that lands halfway can leave the device's network stack in a stuck state, showing the red/green blink until the device is power-cycled.
How to Fix
- Update the Pura app first — install the newest version from the App Store or Google Play. Pura's official troubleshooting identifies old app versions as a leading cause of connectivity errors, and the fix costs nothing — the diffuser often comes back online immediately after the update.
- Verify power at the diffuser — check that the outlet is live (plug a lamp or phone charger into it), reseat the 360° rotating plug so it sits flush in the outlet, and make sure a wall switch or GFCI didn't kill the circuit. If the LED behavior changes when you wiggle the plug, the plug's contact is the problem.
- Power-cycle the router and the diffuser — unplug the diffuser for 30 seconds and plug it back in, and restart the router if it has been running for weeks. This clears the stale DHCP lease and re-establishes the cloud link in one go.
- Bring the diffuser back into range — if the outlet is far from the router, move the device to a nearer outlet for a day to confirm the diagnosis, or extend 2.4 GHz coverage with a mesh node or AP near the diffuser. The v5's dual-band Wi-Fi 6 radio also benefits from a router that isn't loaded with band-steering rules directing devices to 5 GHz.
- Press the reset button on the device — with power confirmed, press the diffuser's reset button once to restart the network stack. If the app still shows Offline, do a full unplug for 30 seconds and re-dock the rotating plug firmly before trying again.
- Re-add the device in the app if it stays offline — open the app, remove the stale device entry, and run the add-device flow again, joining the diffuser to your 2.4 GHz network with the phone nearby. Allow the full setup window to finish before testing.
- Contact Pura support if the red/green blink persists — if the LED keeps flashing red and green through an app update, a known-good outlet, a router restart, and a device reset, the Wi-Fi module inside the diffuser may be at fault. Reach out to Pura Customer Care with your order number and which troubleshooting steps you've already run.