Before starting detailed troubleshooting, please make sure always to try these steps first:
Verify that the device is installed and synced on the Infogrid platform.
Check for service disruptions or maintenance on Infogrid's status page and DT's status page
The sensor is offline
If the sensor has not sent data within 20 minutes, it is considered offline (no signal icon).
Connectivity Issues
Connectivity Issues
No online Cloud Connectors (CCON) nearby
No online Cloud Connectors (CCON) nearby
Verify that there is at least one online Cloud Connector (CCON) nearby that the sensor can send data through. If there are no online Cloud Connectors, check that the Cloud Connectors nearby are properly plugged in and within range.
Refer to the Installation Guides for in-depth instructions on how to properly install your Cloud Connectors. Verify that there is at least one online Cloud Connector (CCON) nearby that the sensor can send data through. If there are no online Cloud Connectors, check that the Cloud Connectors nearby are properly plugged in and within range.
Refer to the Installation Guides for in-depth instructions on how to properly install your Cloud Connectors.
Low signal strength
Low signal strength
Check the connectivity history on the Infogrid platform
Minor environmental changes can disrupt weak signal sensors. Look for changes like relocated Cloud Connectors, new walls, or infrastructure changes affecting radio communication. Adjust the setup by adding more Cloud Connectors, Range Extenders, or changing sensor placement. Position the Cloud Connector in the middle of the room, elevated, and avoid enclosed spaces. Wait a few hours to see if the sensor reconnects. If problems persist, contact support.
Power outage
Power outage
General power outages will cause the sensors to go offline as well. If power is consistently available, check the Cloud Connector's plug socket. Test the socket's functionality with another device or move the Cloud Connector to a different plug socket to ensure sensor connectivity.
Cellular/Cloud Services issues
Cellular/Cloud Services issues
Cellular outages and Cloud Service disruptions can unexpectedly affect sensor and Cloud Connector online status. Visit DT's Status page for updates on potential causes of sensor offline issues. Unstable connections can also result in sensor downtime and data loss.
Environmental Factors
Environmental Factors
Extreme operating temperatures
Extreme operating temperatures
Sensors may cease data reporting when placed outside specified temperature ranges. Prolonged exposure to extreme temperatures can lead to sensor malfunction. Refer to the sensor datasheets for specific Operating Conditions. Frequent temperature fluctuations can also affect sensor lifespan. Adjust the temperature and verify sensor functionality.
Exposure to magnetism
Exposure to magnetism
DT's small sensors are not designed for installations that involve magnets or any proximity to magnets. Strong magnetic fields or magnet-based mounts can cause the sensor to drain the battery faster and become unresponsive. Remove the sensor from the magnet and wait a few minutes to check for reconnection. If the sensor does not connect, it might mean that it has been irreparably damaged by the magnet. For more tips on the installation, please refer to our Installation Guides.
Mechanical stress
Mechanical stress
Improper placement can damage sensors, leading to offline status. Inspect for visible damage and adjust mounting to prevent external forces from impacting the sensor, for example, a door touching the proximity sensor upon closing.
Water penetration
Water penetration
While the sensor is waterproof, extended exposure to water can lead to penetration and reduced lifespan, especially in high temperatures. Safeguard the sensor by sealing it in a waterproof enclosure. If the sensor is already exposed to water, try drying it and check if it still functions.
The sensor is placed on metal
The sensor is placed on metal
Placing a sensor directly on metal impairs wireless range. Remount it to avoid direct contact with metal. Use range extender accessories or plastic spacers. You can also partially place the sensor on metal or angle it at 90 degrees. Consider adding a Cloud Connector in the same room.
Depleted battery
Depleted battery
Verify the battery level on the Infogrid platform
If the battery is 0%, replace the sensor and dispose of the sensor as electrical waste
High Power Boost Mode
High Power Boost Mode
If the sensor is not within range of the Cloud Connector, it will go into Boost mode frequently which will quickly deplete the battery. Unstable connections can trigger this even with strong signal strength. Monitor historical connection data and the the device's battery level.
The number of events
The number of events
Under normal conditions, the sensor can send up to around 500,000 events before depleting the battery. If the sensor was depleted due to a high number of touch or proximity events, consider replacing it with a counting variant.
The sensor has been offline for a long time
The sensor has been offline for a long time
Touch the sensor nearby a Cloud Connector (CCON) a couple of times to see if it connects
Wait a few hours to check if the sensor has come online
Communication issues
Communication issues
Keep in mind that every DT device has two versions tailored for specific regions — EU and US.
It's important to note that the EU variant is incompatible with the US region, and vice versa, due to distinct regional regulations. Ensure that both your offline device and the Cloud Connector share the same variant by verifying their product numbers.
The sensor is not in the Infogrid platform
All sensors are paired with the Organization upon purchase. If you do not have access and can't find the sensor on the Infogrid platform, please contact your Deployment Specialist or contact Infogrid Support.
The sensor has a depleted battery
Sensors can have up to a 15 years lifetime, but the configuration, use, and environment impact the life expectancy.
Environmental Factors
Environmental Factors
Sensors may cease data reporting when placed outside specified temperature ranges. Prolonged exposure to extreme temperatures can lead to sensor malfunction. Frequent temperature fluctuations can also affect sensor lifespan.
High Power Boost Mode
High Power Boost Mode
If the sensor is not within range of the Cloud Connector, it will go into Boost mode frequently which will quickly deplete the battery. Unstable connections can trigger this even with strong signal strength. Monitor historical connection data and the the device's battery level.
The number of events
The number of events
Under normal conditions, the sensor can send up to around 500,000 events before depleting the battery. If the sensor was depleted due to a high number of touch or proximity events, consider replacing it with a counting variant.
* In some cases, the sensor can have a depleted battery even if the last reported battery level was more than 0%.
The sensor is not sticking to the surface
Usually, the self-adhesive tape on the back of the sensor sticks to most surfaces, but mounting may require extra attention in some conditions.
Clean and dry the surface before re-mounting the sensor
If your sensor falls off or you decide to move the sensor elsewhere, you may need to replace the adhesive backing. To replace the 3M tape on the back of your sensor, carefully remove the existing 3M adhesive tape ensuring there is no trace left, and re-apply a new 3M tape by peeling of the paper backing and pressing firmly onto the back of the sensor.
False touch events
Strong electric field fluctuations (e.g., fluorescent lamps and switching transformers) may trigger false touch events.
Contact us to possibly configure the sensor to be better suited for the environment
Adjust the placement of the sensor
False water detections
The Water Detector sensor is very sensitive, and even a small build-up of water on the surface can trigger the detection of water.
To prevent false water detections ensure that sensors are installed in rooms with low humidity and non-condensing environments.
Wrong temperature readings
The temperature sensors offer excellent accuracy, but on very rare occasions, false readings can appear.
The reference temperature is wrong
The reference temperature is wrong
Make sure the sensor is mounted so that it measures correctly (ambient vs. surface)
In case the sensor is intended for measuring ambient temperature, consider using Accessories to separate the sensor from the surface.
Remove sources that could affect the measurements (ovens, exposure to sunlight, etc.)
Verify measurement using another sensor or a calibrated temperature probe
Drift over time
Drift over time
The temperature sensors offer excellent long-term stability of better than 0.04 °C per year results in an accuracy better than +/-1 °C, in the range 0 °C to +65 °C, after 15 years.
Troubleshooting did not fix the problem
Please get in touch with us if the issue continues. We are happy to assist you further with troubleshooting and provide warranty replacements for defective hardware.
Please include the ID of the sensors and a description of the issue and installation environment when contacting support.