The very first thing you want to do when you notice that your Airthings (AT) IAQ sensors are offline is remove the batteries and reinsert them.

Troubleshooting Steps

Problem	Corrective action
The device is only picking up some data but has stopped tracking others like Radon or TVOCs	Check that the batteries are inserted correctly Try a new set of batteries. We recommend using new 1.5V lithium batteries
Space Plus (formerly known as “Wave Plus”) is offline	Wave your hand in front of device, the glowing ring should light up (color of glowing ring could differ) If there is no glowing ring, check the batteries are inserted correctly Try a new set of batteries. We recommend using new 1.5V lithium batteries
Device is offline : Space Pro (formerly known as “View Plus”) or Space CO2 (formerly known as “View CO2”)	Wave your hand in front of device, the screen should change If there is no change in the screen, check the batteries are inserted correctly Try a new set of batteries. We recommend using new 1.5V lithium batteries
Device has a low signal	Move the device closer to a Space Hub, remove the batteries & reinsert them
Device installed but not showing any signal bars on the App	In some cases it can take up to 12 hours for your sensor to show as connected in the platform after installation

Hints & Tips

The Cloud Connection symbol can take up to 2 hours to come online. You may need to install the Space Hub first and come back and check once doing the other installations. If the Air Quality sensor is showing as online in the platform, you can assume the Space Hub is working correctly.

The Space Hub can manage up to 30 devices, but we recommend maximizing at 25 to ensure a robust network.

It will take 7 days for the TVOC, CO2, and Radon sensors to self-calibrate. During these 7 days, it should be allowed a best-case scenario (i.e. office building is empty)
Sensors do now currently do a periodic scan for closer hubs. They connect to the closest hub based on a scan window as they start up. Depending on environment and signal path, the signal strength can fluctuate a lot, which means that the “physically” closest hub may not be the one “perceived” closest. It could also be a case with a full or temporarily busy hub (i.e. update). For this our recommendation is to install hubs first and then devices so that a device can scan and find the closest hub when it starts up.

If the above troubleshooting methods do not work, contact support@infogrid.io