The sensor is offline

This article contains information to help resolve offline sensor issues.

If the sensor has not sent data to the DT Cloud within 60 minutes, it is considered offline  (no signal icon).

Possible causes can be:

  1. Connectivity issues
  2. Environmental factors
  3. Depleted battery
  4. Communication issues

Please read each section thoroughly to try to determine the cause of the issue and apply the suggested solution.

Connectivity issues

No online Cloud Connectors nearby

Verify that the sensor can send data through at least one online Cloud Connector nearby. If there are no online Cloud Connectors, check that the Cloud Connectors nearby are properly plugged in and within range. Refer to the Installation Manuals for in-depth instructions on how to properly install our sensors and Cloud Connectors. 

Low signal strength
Check the Studio's connectivity history for any issues. Minor environmental changes can disrupt weak signal sensors. Look for changes like relocated Cloud Connectors, new walls, or infrastructure changes affecting radio communication. Adjust the setup by adding more Cloud Connectors, Range Extenders, or changing sensor placement. Position the Cloud Connector in the middle of the room, elevated, and avoid enclosed spaces. Wait a few hours to see if the sensor reconnects. Consult the Installation Manuals for detailed instructions. If problems persist, contact support.
Power outage
General power outages will cause the sensors to go offline as well. If power is consistently available, check the Cloud Connector's socket. Test the socket's functionality with another device or move the Cloud Connector to a different socket to ensure sensor connectivity.
Cellular/Cloud Services issues
Cellular outages and Cloud Service disruptions can unexpectedly affect sensor and Cloud Connector online status. Visit our Status page for updates on potential causes of sensor offline issues. Unstable connections can also result in sensor downtime and data loss.

Environmental factors

Extreme operating temperatures

Sensors may cease data reporting when placed outside specified temperature ranges. Prolonged exposure to extreme temperatures can lead to sensor malfunction. Refer to the sensor datasheets for specific Operating Conditions. Frequent temperature fluctuations can also affect sensor lifespan. Adjust the temperature and verify sensor functionality.

Exposure to magnetism
Strong magnetic fields or magnet-based mounting can render the sensor unresponsive. Remove the sensor from the magnet and wait a few minutes to check for reconnection. For more tips on the installation, please refer to our Installation Manuals and Installation Guide
Mechanical stress
Improper placement can damage sensors, leading to offline status. Inspect for visible damage and adjust mounting to prevent external forces from impacting the sensor, for example, a door touching the proximity sensor upon closing. Consult the Installation Manuals and Installation Guide for further installation tips.
Water penetration
While the sensor is waterproof, extended exposure to water can lead to penetration and reduced lifespan, especially in high temperatures. Safeguard the sensor by sealing it in a waterproof enclosure. If the sensor is already exposed to water, try drying it and check if it still functions. Refer to our guidance article on sensor placement in water.
The sensor is placed on metal

Placing a sensor directly on metal impairs wireless range. Remount it to avoid direct contact with metal. Use range extender accessories or plastic spacers. You can also partially place the sensor on metal or angle it at 90 degrees. Consider adding a Cloud Connector in the same room. For more tips on the installation, please refer to our Installation Manuals and Installation Guide

Depleted battery

Reasons for a sensor to have a prematurely depleted battery can be various. Note that in some cases, the sensor can have a depleted battery even if the last reported battery level was more than 0%. Some of the most common reasons for the depleted battery are:

High Power Boost Mode

If the sensor is not within range of the Cloud Connector, it may generate frequent Boost mode (boost icon). Unstable connections can trigger this even with strong signal strength. For tips on avoiding High Power Boost mode, visit our Troubleshooting page. Monitor historical connection data and the Studio's battery level. Utilize the Battery Status Event to check for low battery.

The number of events
Under normal conditions, the sensor can send up to around 500,000 events before depleting the battery. If the sensor was depleted due to a high number of touch or proximity events, consider replacing it with a counting variant.

If the battery is at 0%, please do the following:

Sensors with removable batteries

Please try replacing them with known working batteries and check if the sensor comes back online. If the sensor stays offline, contact support.

Sensors with non-removable batteries

Please contact support for confirmation of the battery status before you dispose of the sensor. Stop the subscription for defective or depleted sensors not covered by a warranty to avoid future costs in the Studio subscription management.

Communication issues

Keep in mind that every DT device has two versions tailored for specific regions — EU and US.

It's important to note that the EU variant is incompatible with the US region, and vice versa, due to distinct regional regulations. Ensure that both your offline device and the Cloud Connector share the same variant by verifying their product numbers.

Troubleshooting did not fix the problem?

If you're still experiencing a hardware issue, please refer to our Warranty article for more details on the replacement possibility.