Desk Occupancy Sensor troubleshooting

Natasa

July 07, 2025 11:42

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 Desk Occupancy Sensor (102553, 102554).

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 that 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.
Temperature outside the operating range Sensors may stop reporting data if the temperature is outside the range of -40°C to 85°C (40°F to 185°F).	Place the sensor within the operating temperature. If the sensor remains offline, it may be permanently damaged and need replacement.
Exposure to magnetism Magnetic fields can drain the battery and cause unresponsiveness for the sensor.	Remove the sensor from the magnet. If the sensor remains offline, it may be permanently damaged and need replacement.
Mechanical damage The sensor is sealed and 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.
Water penetration The sensor is waterproof (IP68), but prolonged exposure to water/condensation may shorten its lifespan, especially in high temperatures.	Dry the sensor thoroughly. If the sensor remains offline, it may be permanently damaged and need replacement Follow the guidance on sensor placement in water.
The sensor is placed on metal The sensor has a small antenna that will be affected if the sensor is placed on a metal surface.	Installing the sensor on a metal desk will severely impact the wireless range of the sensor. Using the Mounting Bracket - Water Sensor accessory can increase the performance when used on metal desks. Install a Cloud Connector next to the sensor.
Depleted battery The sensor needs a working battery to measure temperature and send radio messages.	Check the battery level in Studio or API. Avoid High Power Boost Mode and 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. Otherwise, it will enter Boost mode (boost icon) or sporadically go offline.	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 tables will weaken connectivity.	Check the sensor's location and reposition it if needed for better signal. Installing the sensor on a metal desk will severely impact the wireless range of the sensor. Using the Mounting Bracket - Water Sensor accessory can increase the performance when used on metal desks. 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.
Near end-of-life A low sensor battery may cause it to go offline and online intermittently.	Contact Support if other causes have been ruled out.

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 Desk Occupancy Sensors.

Possible cause

Corrective action

Wrong placement

The sensor uses temperature readings and machine learning to detect if someone is sitting at a desk based on the heat they generate. The machine learning model used to determine if a desk is occupied or not is trained based on data from a typical office environment (20-25°C, 15-60% RH).

Install the sensor underneath the desk, centered where a person typically sits, and approximately 2–4 cm from the front edge. Consult installation manual for best practices.
Avoid placing the sensor on the sides or too far back under the desk, as this can significantly reduce or eliminate detection. Note that if someone sits with their legs to the side, detection may also decrease due to heat not being directed toward the sensor.

HVAC or sunlight effect

If the sensor is placed directly in sunlight or near HVAC systems (such as air vents or radiators), it may detect heat from these sources and incorrectly register the desk as occupied. This can lead to false occupancy readings.

Ensure the installation location is shielded from direct sunlight and not positioned near heat sources such as HVAC vents or radiators. Avoid locations where external heat may interfere with detection accuracy.

Sensor fell off or is damaged

If the sensor is no longer installed in its position underneath the desk, or if it has been physically damaged (such as being repeatedly hit by a chair) it may result in unusual readings or complete lack of detection.

Check that the sensor is still securely mounted in its designated position underneath the desk.
Inspect the sensor for any visible signs of physical damage. If unsure about the damage, contact Support.

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.