Was there a power outage before the disconnection? There is a known bug in the current firmware that after a power outage, if the router boots up too slowly, the controller cannot be manually controlled and the app shows offline(regular program and smart schedules will still run). This will be fixed in the next firmware release in a few weeks.
If the disconnection is unrelated to power outage, please write to us at firstname.lastname@example.org and our technical support will follow up with solutions.
Please write to us at email@example.com with your Netro account and our technical support will reply to you soon.