Sensor troubleshooting

This article contains information to help resolve sensor issues. Before starting detailed troubleshooting, please make sure always to try these steps first:

  1. Verify that the device is installed following the installation instructions
  2. Check for service disruptions or maintenance on our status page

Use Activity Monitor to check if a sensor is working

All our sensors send a touch event when the front is touched. The first troubleshooting step is touching the sensor. If there is no response in Studio when touching the sensor, remove it from the installation and use the Activity Monitor to check if a sensor is working by following the steps below.

  1. Touch the bottom half on the front of the Cloud Connector until the square symbol lights up
  2. Bring the sensor close to the Cloud Connector (within 30 cm / 12 inches)
  3. Press the sensor a couple of times (press for 4 seconds for counting touch variant sensors) 
  4. If the square symbol blinks upon pressing, the sensor is working
  5. Touch the Cloud Connector again to deactivate the mode


Please check the troubleshooting steps for the symptoms that match the issue with your sensor. 

  1. The sensor is offline
  2. The sensor has a low signal strength
  3. The sensor is not in Studio
  4. The sensor has a depleted battery
  5. The sensor is not sticking to the surface
  6. Issues with sensors events

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.

Warranty replacement

Only defective sensors used following the specifications in the datasheet can be replaced. Defective devices must be returned per the RMA process, and Disruptive Technologies cover shipment costs.

  • The default warranty period is 12 months from the date of purchase
  • The warranty period is 24 months from the date of purchase if the subscription is prepaid for two years or more

Stop the subscription

Contact us to stop the subscription for defective or depleted sensors not covered by a warranty to avoid future costs.

Disposal of sensors

Sensors contain electronic parts and should be disposed of as other electrical waste.

Troubleshooting steps

The sensor is offline

If the sensor has not sent data to the DT Cloud within 20 minutes, it is considered offline  (no signal icon).

Possible cause Corrective action

Depleted battery

  • Verify the battery level in Studio or using the Battery Status Event
  • If the battery is 0%, replace the sensor and dispose of the sensor as electrical waste

The sensor has been offline for a long time

  • Touch the sensor nearby a Cloud Connector a couple of times to see if it connects
  • Wait a few hours to check if the sensor has come online

Exposure to magnetism

Exposing the sensor to strong magnetic fields or using magnets for mounting makes the sensor unresponsive.

  • Remove the sensor from the magnet and touch it after a few minutes to see if it comes online again.

Mechanical stress

  • Inspect the sensor for visible damage
  • Adjust the mounting so that a force is not impacting the sensor, for example, a door touching the proximity sensor upon closing
Change in environment
  • Check if there have been changes in the environment that could impact the radio communication, for example:
    • Relocated Cloud Connecters
    • Change in number of persons at the site
    • New walls or other infrastructure changes
  • Adjust the installation to provide sufficient coverage
No online Cloud Connectors nearby
  • Verify that there is at least one online Cloud Connector nearby that the sensor can send data through

Low signal strength

A sensor with a weak signal strength can go offline with small changes in the environment

  • Check the connectivity history in Studio
  • Add Cloud Connectors, Range Extenders or adjust the sensor placement

Strong sunlight, solvents, or extensive temperature variations

The sensor is designed to handle heavy stress, but exposure to environmental factors such as strong sunlight, mechanical stress, solvents, and extensive temperature variations will impact the lifetime.

  • Touch the sensor and see if it responds in Studio, and contact us if it is still not responding

Cold temperatures

The sensor can stop reporting data if placed at low temperatures (below -25 °C, -13 °F) for extended periods of time.

  • Increase the temperature and verify that the sensor operates

Water penetration

The Sensor is waterproof, but long-term exposure to water will result in water penetration and reduced sensor lifetime.

High temperatures accelerate penetration.

  • Dry the sensor, and verify if the sensor operates
  • Seal the sensor with a waterproof encasing to protect it from water penetration

The sensor has a low signal strength

A sensor with weak signal strength can lead to lost data and a reduced lifetime due to Boost mode (boost icon) transmissions.

Possible cause Corrective action
Cloud Connector has a bad coverage
  • Improve the Cloud Connector position to the middle of the room, at an elevated position, and avoid enclosed installations
The sensor is too far from a Cloud Connector
  • Install additional Cloud Connectors or use a range extender
  • Adjust the sensor placement to a location with a better radio signal path to the Cloud Connector.

The sensor is placed on metal

If a sensor is placed directly on a metal surface, the wireless range will be severely affected.

  • Re-mount the sensor so that it is not placed on a metal surface
  • Re-mount the sensor using suitable range extender accessories
  • Place the sensors so that it only partial is on the metal surface
  • Angle the sensor 90 degrees on the metal
  • Use a plastic spacer or similar between the metal and the sensor.
  • Install a Cloud Connector in the same room as the sensor
Installed inside an enclosed space

Cloud Connectors with an unstable cellular connection

An unstable connection can generate boost mode traffic even if the sensors' signal strength is good.

The sensor is not in Studio

All sensors are paired with the Organization in the Studio upon purchase.

Possible cause Corrective action

Lack of access

  • Ask the admin for Studio to provide access to the project where the sensor resides

The sensor is in a different project

When using Touch to identify, only sensors in the project that is open in Studio are searched for.

The sensor is deactivated

Only sensors with an active subscription are available in Studio.

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. 

Possible cause Corrective action

Installed in a hot environment

Self-discharge of the battery will reduce the lifetime significantly at high temperatures.

  • Check the battery level in Studio and replace sensors with 0%* battery
  • Replace with Industrial Temperature Sensor for hot environments (> 50 C° / 122 F°)

Installed in a cold environment

The voltage drops in low-temperature environments, which can affects the displayed battery level.

  • Bring the sensor to a warmer environment to see if the sensor comes online
  • Replace the sensor if the battery is still 0%* after being warmed up
  • Replace with Industrial Temperature Sensor for very cold environments (< -25 C° / -13 F°)

The number of events has depleted the battery

Under normal conditions, the sensor can send up to around 500.000 events before depleting the battery.

*) 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.

Possible cause Corrective action
The sensor was attached to an unprepared surface
The adhesive was not optimal for the surface and/or environment

Issues with sensors readings

False touch events

Possible cause Corrective action

The sensor is exposed to electric fields

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.

Possible cause Corrective action
Humid environment
  • Install the sensor in an environment with lower humidity
  • Install the sensor in a non-condensing environment

Wrong temperature readings

Possible cause Corrective action

The reference temperature is wrong

The temperature sensors offer excellent accuracy.

  • Make sure the sensor is mounted so that it measures correctly (ambient vs. 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

The temperature sensors offer excellent long-term stability.