This article contains information to help resolve sensor issues. Before starting detailed troubleshooting, please make sure always to try these steps first:
- Verify that the device is installed following the installation instructions
- 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.
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Symptoms
Please check the troubleshooting steps for the symptoms that match the issue with your sensor.
- The sensor is offline
- The sensor has a low signal strength
- The sensor is not in Studio
- The sensor has a depleted battery
- The sensor is not sticking to the surface
- 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 |
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Depleted battery |
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The sensor has been offline for a long time |
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Exposure to magnetism Exposing the sensor to strong magnetic fields or using magnets for mounting makes the sensor unresponsive. |
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Mechanical stress |
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| Change in environment |
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| No online Cloud Connectors nearby |
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Low signal strength A sensor with a weak signal strength can go offline with small changes in the environment |
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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. |
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Cold temperatures The sensor can stop reporting data if placed at low temperatures (below -25 °C, -13 °F) for extended periods of time. |
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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. |
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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 |
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| The sensor is too far from a Cloud Connector |
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The sensor is placed on metal If a sensor is placed directly on a metal surface, the wireless range will be severely affected. |
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| Installed inside an enclosed space |
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Cloud Connectors with an unstable cellular connection An unstable connection can generate boost mode traffic even if the sensors' signal strength is good. |
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The sensor is not in Studio
All sensors are paired with the Organization in the Studio upon purchase.
| Possible cause | Corrective action |
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Lack of access |
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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. |
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The sensor is deactivated Only sensors with an active subscription are available in Studio. |
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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 |
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Installed in a hot environment Self-discharge of the battery will reduce the lifetime significantly at high temperatures. |
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Installed in a cold environment The voltage drops in low-temperature environments, which can affects the displayed battery level. |
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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. |
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*) 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 |
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| The adhesive was not optimal for the surface and/or environment |
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Issues with sensors readings
False touch events
| Possible cause | Corrective action |
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The sensor is exposed to electric fields Strong electric field fluctuations (e.g., fluorescent lamps and switching transformers) may trigger false touch events. |
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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 |
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| Condensation |
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Wrong temperature readings
| Possible cause | Corrective action |
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The reference temperature is wrong The temperature sensors offer excellent accuracy. |
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Drift over time The temperature sensors offer excellent long-term stability. |