Motion Sensor troubleshooting

Natasa

June 16, 2025 12:43

While Disruptive Technology sensors are robust and accurate, external factors can cause them to go offline or have unexpected readings. This guide will help you troubleshoot and resolve common sensor issues for the Motion Sensor (102517, 102518).

The guide assumes that you have access to Studio.

Troubleshooting

To fix the issue, please read each section thoroughly to figure out the problem with the sensor and apply the suggested corrective action.

No connection
Unstable connection
Unexpected measurements

No connection

Sensors are determined to be offline (no signal icon) if the Cloud hasn't received a periodic heartbeat within the expected period. Typically, a sensor is offline because it cannot reach an online Cloud Connector, so its measurement can get to the cloud.

Possible cause	Corrective action
No online Cloud Connector nearby The sensor can only send data to the cloud if a nearby online Cloud Connector exists.	Install Cloud Connector near the sensor. Conduct Cloud Connector (2nd Gen) troubleshooting.
Service disruption Cloud service disruptions can impact sensor connectivity.	Check our Status page and follow the instructions.
Operating conditions outside the specified range Sensors might stop sending data if: Temperature is below 0°C or above 50°C (32–120°F) Humidity is over 90% or condensation is present. The sensor is not designed to operate in condensing environments, and condensation at any RH level is outside the supported operating range.	Place the sensor within the specified operating range. If the sensor remains offline, it may be permanently damaged and need replacement.
Mechanical damage The sensor is robust, but impacts can damage it.	Inspect the sensor for visible damage. If visible damage and the sensor remains offline, it may be permanently damaged and need replacement. Install the sensors according to the installation manual.
Depleted battery The sensor needs a working battery to detect motion and send radio messages.	Check the battery level in Studio or API and replace if 0%. If you're unsure of the battery level, try replacing the batteries to eliminate it as a potential issue. Store sensors optimally to ensure a long lifetime.
Regional product incompatibility DT devices have two versions: EU and US that use different radio frequencies.	Use EU Cloud Connectors for EU sensors and US Cloud Connectors for US Sensors.

Unstable connection

If the sensor experiences spotty connectivity, the issue may be caused by range limitation or environmental factors affecting the signal. The table below outlines possible causes and corrective actions to help restore consistent connectivity.

Possible cause	Corrective action
Cloud Connector is out of range The sensor can only send data robustly to the cloud if a nearby online Cloud Connector exists.	Install Cloud Connector near the sensor according to best practices Conduct Cloud Connector (2nd Gen) troubleshooting
Environmental challenges The sensor's placement affects signal strength. Metal or enclosed spaces with thick walls can weaken connectivity.	Check the sensor's location and reposition it if needed for better signal. Look for changes like moved Cloud Connectors, new walls, or other obstacles affecting radio communication.
Electromagnetic interference Strong electromagnetic interference may inhibit radio reception in the sensor or the Cloud Connector, causing intermittent communication loss even with a strong connectivity indication.	Move the Cloud Connector and/or the sensor away from the source of electromagnetic interference. Typical sources of electrical interference are: RFID access systems, other equipment containing radio transmitters, or faulty electronic equipment.
Batteries are near end-of-life Low sensor batteries may cause it to go offline and online intermittently.	Try replacing the batteries. Make sure you're following the Installation guidelines.

Unexpected measurements

If the sensor is not installed correctly or without considering environmental factors, it may give unexpected readings. To avoid this, it is recommended that you follow the instructions provided in the Installation Manual for Motion Sensors.

Possible cause

Corrective action

Wrong placement

For accurate detection, mount the sensor at the correct height - too high or too low can affect the size and position of the detection area. Do not exceed 3.6 meters (12 ft), which gives the maximum detection area. Avoid placing behind glass walls.

Placed optimally for the data point you want to capture, following Installation guidelines.

Sensor's Sensitivity configuration

The Sensitivity setting controls how much motion is needed to trigger the sensor. High sensitivity detects small movements (e.g., sitting), while low sensitivity requires more motion (e.g., walking)

Check and adjust the Sensitivity setting. Use high sensitivity for low-motion areas, low sensitivity for busy spaces.

Sensor's Activity timer configuration

The Activity Timer controls how long the sensor reports a zone as occupied after the last detected movement. A longer timer means fewer updates, which may delay clearing the space.

Review the Activity Timer setting. Shorten it for quicker vacancy updates. Lengthen to reduce unnecessary state changes in low-traffic areas to preserve batteries.

Troubleshooting did not fix the problem?

Please get in touch with us if the above-mentioned fixes did not resolve the issue. Please include the ID of the device(s) and a description of the issue when contacting support.