---
title: I'm streaming but my Dashboard shows 'Offline'
description: Is your device showing 'offline' in your Dashboard but your streaming? We're here to help!
---

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# I'm streaming but my Dashboard shows 'Offline'

## Is your device showing offline in your Dashboard but showing content? We're here to help!

When you see content streaming on your TV, but don't see streaming hours reflected in your Dashboard, it's likely your device lost network connection and is playing cached (or downloaded) content. This can result in repetitive entertainment and a low usage fee. 

### **To start logging hours again, you'll need to reconnect your device to a secure network.**

For optimal and stable streaming performance, we advise connecting our device directly to a router or network switch using an ethernet cable, or alternatively, linking it to a secure private WiFi network.

**❌ Avoid** using public or guest WiFi and mobile hotspots with our streaming device, as they can be unreliable, slow, and may have limitations.

For more:

- [How do I change my Wi-Fi network settings?](https://help.atmosphere.tv/how-do-i-change-my-wi-fi-network-settings?hsLang=en)
- [Network Setup and Essential Requirements](https://help.atmosphere.tv/network-setup-and-essential-requirements?hsLang=en)

You can follow those steps here. [https://help.atmosphere.tv/network-is-not-connecting-](https://help.atmosphere.tv/network-is-not-connecting-?hsLang=en)

Once you reconnect to your network, you should see the device's streaming hours on your Dashboard 24hrs after resetting your network connection. 

 

### **Firewall or Splash Pages: Whitelisting MAC address**

Rest assured, you can still stream Atmosphere TV if your network has a firewall or splash page. You will need to whitelist your device's MAC address with your network provider. 

See [Firewall Security and Whitelisting &](https://help.atmosphere.tv/firewall-security-and-whitelisting?hsLang=en)[How do I find the MAC address for my device?](https://help.atmosphere.tv/how-do-i-find-the-mac-address-for-my-device?hsLang=en)

**Please note:** The Dashboard 'offline/online' column has a 15 minute sync delay, so if you just connected, give your device some time and then check back in after 15 minutes.

### **Still running into issues? We're here to help!**

\*If you still need assistance, contact **help@atmosphere.tv** describing the issue and the steps you've taken in attempt to resolve it so we can best help get your device back online. 

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