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

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 connectivity history in Studio. Small environmental changes can cause a sensor with weak signal strength to go completely offline. Check if there have been changes in the environment that could impact the radio communication, for example, relocated Cloud Connectors or new walls, or other infrastructure changes that would limit or weaken the connectivity. Try adjusting the installation to provide sufficient coverage by adding additional Cloud Connectors, Range Extenders or adjusting the sensor placement. Refer to the Installation Manuals for in-depth instructions on how to properly install our sensors and Cloud Connectors. Improve the Cloud Connector position to the middle of the room, at an elevated position, and avoid enclosed installations. Wait a few hours to check if the sensor has come online. If the sensors keep being offline, contact the support.
Power outage
General power outages will cause the sensors to go offline as well. But if the power is generally present, it would be advisable to check the power socket where the Cloud Connector is plugged in. Plugging in another device in that socket would determine its functionality or simply moving the Cloud Connector to another power socket would ensure it is online for the sensors to connect.
Cellular/Cloud Services issues
A cellular outage, as well as Cloud Services being down, is an unexpected disruption that will impact the online status of sensors and Cloud Connectors. Please check our Status page for the newest information about the incidents that might be the reason behind the sensor being offline. An unstable connection can also lead to sensors being offline and losing data. 

Environmental factors

Extreme operating temperatures

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.

Exposure to magnetism
Exposing the sensor to strong magnetic fields or using magnets for mounting will make the sensor unresponsive. Remove the sensor from the magnet and wait a few minutes to see if it comes online again. For more tips on the installation, please refer to our Installation Manuals and Installation Guide
Mechanical stress
If not placed correctly, sensors can suffer damage that would cause them to go offline. Make sure to first inspect the sensor for visible damage.  It is also advisable to adjust the mounting so that a force is not impacting the sensor, for example, a door touching the proximity sensor upon closing. For more tips on the installation, please refer to our Installation Manuals and Installation Guide
Water penetration
The sensor is waterproof, but long-term exposure to water will result in water penetration and reduced sensor lifetime. High temperatures usually accelerate penetration. Sealing the sensor with a waterproof encasing will protect it from water penetration. A possible fix for an already water-exposed sensor would be to dry the sensor and verify if the sensor still operates. 
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 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:

High Power Boost Mode

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.

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.

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.