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:
Please read each section thoroughly to try to determine the cause of the issue and apply the suggested solution.
Connectivity issues
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.
Environmental factors
The sensor can stop reporting data if not placed in the temperature range specified in Operating Conditions for each device. Long-term exposure to extreme temperatures can cause the sensor to stop working. Please see the sensor datasheets for details on each device’s Operating Conditions. Extensive temperature variations and oscillations will impact the lifetime as well. Try adjusting the temperature and verifying that the sensor is functional.
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 directly on a metal surface. Try using suitable range extender accessories or a plastic spacer or similar between the metal and the sensor. Another possibility is to place the sensors so that they are only partially on the metal surface or angle the sensor 90 degrees on the metal. Consider installing a Cloud Connector in the same room as the sensor. 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:
If the sensor is not properly in range with the Cloud Connector, the sensor can have a lot of Boost mode (boost icon) transmissions over time. An unstable connection can generate boost mode traffic even if the sensors' signal strength is good. For more details on how to avoid High Power Boost mode, please visit our Troubleshooting page. Verify the sensor's historical connection data and check the battery level in Studio. You can also use the Battery Status Event to determine if the battery is depleted.
If the battery is at 0%, please do the following:
Please try replacing them with known working batteries and check if the sensor comes back online. If the sensor stays offline, contact support.
Please contact support for confirmation of the battery status before you dispose of the sensor.
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.
Warranty replacement
Please refer to our Warranty article to obtain detailed information about the replacement possibility.
Subscription cancellation
Stop the subscription for defective or depleted sensors not covered by a warranty to avoid future costs in the Studio subscription management.
Disposal of sensors
Sensors contain electronic parts and should be disposed of as other electrical waste.