If your sensor is unresponsive, not reporting data or otherwise not working or you're facing an error or timeout when trying to add your sensor initially, there are a number of troubleshooting steps to try. Often one of these will get you back up and running in a few moments. If not, please reach out and we'll be happy to help further. It's helpful in that case to give us an idea of what you've already tried, as otherwise our likely first recommendations will be things you may already have tried.
Using a G1 WiFi Gateway?
If the sensor is already added to the app and you're using it with a G1 WiFi gateway but it's not reporting consistently or at all, first be sure your gateway is online. You can check this status by finding the gateway in the main devices list of the app.
If the status is OFFLINE, then please refer to this article and try to get your gateway back online.
If the gateway is ONLINE, and you're getting at least occasional data from the sensor, but it's having periodic dropouts, then please refer to this article for tips on that situation. If the sensor isn't reporting data at all, or you've confirmed that the issues in the previous article aren't causing the problem, it's a good idea to test if the sensor works directly with a phone, so please proceed to the rest of this article.
In order for your mobile device to add or monitor a sensor directly via Bluetooth, there are a number of important settings.
First, Bluetooth must be enabled in your mobile device's main settings screen. The exact location of this will depend on your mobile device, but it'll likely be in a primary settings area, and perhaps in an area called "Connections" or "Wireless settings" or in its own area. It's often near the device's WiFi settings.
Secondly, Bluetooth must be enabled within the SensorPush app. Here's how:
1.) Open the app, and from the main screen (the screen with the word "Devices" at the top) select the button in the top left to open app settings.
2.) Once in app settings you'll notice a section called "Configuration" with a switch for Bluetooth. Switch it ON.
Finally, in Android there are a few other settings and permissions that are required for Bluetooth scanning. These vary based on the version of Android, but if there is an issue, you'll see a red message at the bottom of our app prompting you to fix them. If you see this bar, tap it and follow the prompts. If you don't see the red warning bar, it's safe to assume these additional settings are all in order.
Reboot the Phone
Once the settings are correct, it's worth rebooting the phone. Modern mobile devices' Bluetooth systems are increasingly complex and under demand from a wide variety of applications, even ones that you don't specifically think of as using Bluetooth. Because of this, it's not uncommon for them to begin to malfunction in unpredictable ways. A reboot helps make sure that the SensorPush app has a known good state to work with and eliminates a variety of variables and possible issues.
Make Sure You're Within Bluetooth Range
While the wireless range of the SensorPush devices can be quite impressive, this is not the time to push the limits. Again, we just want to eliminate as many variables as possible, so it's best if you're right next to the sensor, or at least in the same room. For the following step, you'll need to have direct access to the sensor.
Try Re-adding the Sensor
If the sensor was working previously, sometimes performing the add sensor process again can effectively "reboot" the sensor and get it working again. If you are able to physically access the sensor, this is a good next step. To do this, you do not need to remove or delete the sensor from the app, as this will delete all of your data and settings. With the sensor within reach, just tap the add device button in the upper right corner of the main screen in the app and select "Add Sensor" and follow the prompts.
If this is successful, you'll see a message "Already paired as" followed by the name you gave the sensor. If this happens, you should begin receiving data in the app as well.
Batteries Don't Last Forever
While the battery life of SensorPush sensors is quite impressive, they do require occasional maintenance, and some batteries, particularly those purchased from unknown online resellers can be counterfeit, old, or otherwise not up to original specifications. (Learn more about sourcing batteries.)
If you've tried everything else, and you've had the sensor for awhile, it's worth considering that the battery might need replacing. If you were using the sensor at the time of its failure, you should be able to check the battery status in the app. If the battery was low, you'd see a red warning message in the device list. Also, the battery voltage is displayed in the summary section below the graphs for each sensor.
However, if the sensor had been in storage, the app won't help. In this case, if you have access to a voltmeter, you can check the voltage of the battery. A fresh battery should have a voltage of around 3.0V, and the sensors will function down to around 2.1V. Anything lower than this (or zero) means the battery has failed. Or, failing that, you can always just try a new one if you suspect a dead battery.
We're Here to Help
If you've tried everything and things just aren't working, don't worry, we're here to help. Just reach out to us via the help button below or via email at firstname.lastname@example.org and we'll be sure to get you up and running again as quickly as possible!