Why is my Gen 2 sensor offline?Last Updated: March 13, 2019
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 Gen 2 sensor, please unplug the sensor and plug it back in:
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. Push the white button on the left side of the sensor for one second, as long as you see the indicator light up blue or orange the device 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 close 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.
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. The indicator light will go from blue to orange to green. The sensor will then stay orange when you let go. The orange light indicates the sensor is now ready to be set up:
Once the sensor has been hard reset, go to ‘Setup Sensor’ on your app and re-install your sensor.
Make sure you are pressing PREVIOUS GENERATION when reinstalling your gen 2 sensor:
If you have any questions about setting up your sensor, refer to our set up guide here.