Why is my sensor offline?
- Soft Reset
- Hard Reset
Soft resetting your sensor
The first step to troubleshooting any offline sensor should be a soft reset. This will refresh your sensor and should fix most disconnections. To soft reset your sensor, hold down the this button on the right hand side for 3 seconds:
You should see the backlight on the sensor strobe. Then wait about 3 minutes, refresh your app and the sensor should then show ONLINE.
If that did not work, let's look at some troubleshooting tips.
Make sure the wifi is working at your property and that the sensor is receiving electricity. As long as the sensor lights up on the soft reset, the sensor is receiving electricity. Once you have confirmed the wifi is working, check the recent signal strength on your sensor from the sensors tab of your dashboard.
Last RSSI will reflect how close your sensor is to the router. -30 is the strongest signal we would expect to see, while anything lower than -70 we would consider a BAD CONNECTION. We do change the sensor status to BAD CONNECTION anytime the signal strength is below -70, but the sensor is still ONLINE.
Moving your sensor closer to the router, or giving the sensor a better line of sight will improve your signal strength. Picture line of sight as a string tied from your sensor to your internet router. The shorter this string is, and the less large metal objects, electrical appliances and walls your sensor has to go to in order to communicate with your router, the better your connection is.
Avoid placing the sensor anywhere with a lot of electrical wires. This will interfere with connectivity. Please do not set up the sensor on any surge protector or multi-plug:
If all else fails, you may need to hard reset your sensor. To hard reset your sensor, hold down the side button for 8 seconds. You should start to see the sensor blink, then blink faster. Release when it begins to blink faster, and you should see a strobe effect on the sensor’s back light. Once the sensor has been hard reset, go to ‘Setup Sensor’ on your app and re-install your sensor.
If you have any questions about setting up your sensor, refer to our set up guide here.