- Fix a problem (Sensors)
- Sensor troubleshooting guide
Sensor troubleshooting guide
Learn how to troubleshoot your sensors when they appear disconnected or offline.Which device is causing the problem?
Your gateway is the bridge between your on-site sensors and SafetyCulture. It collects readings from every sensor within range and forwards them to your account so your team can monitor conditions in real time. With all sensors relying on the gateway to send data, a single gateway issue can make multiple sensors appear offline at once, even when the sensors themselves are working correctly.
Start by identifying which device is causing the problem before troubleshooting.
If you have multiple sensors at the same location and they all went offline at the same time, the gateway is likely the problem.
If most of your sensors are online and only one sensor is offline, that sensor is likely the problem.
When a gateway is offline, all sensors that use that gateway also appear offline, so it is best to troubleshoot the gateway first before checking individual sensors.
Monnit sensors and gateways follow slightly different steps, which are covered in the Monnit sensors guide.
Sensor troubleshooting
Start with the gateway and sensor self-installation guide, which walks you through adding your sensor, checking its location and range, and confirming it appears online in the Sensors dashboard. Complete those steps for your sensor first. After that, use this troubleshooting checklist to investigate any sensors that still appear offline or have stopped sending readings.
Check when the sensor last received a reading so you can see when the connection stopped. If several sensors in the same area went offline around the same time, the gateway may be the cause, so use the gateway troubleshooting steps to check the gateway first.
Confirm that the sensor is within range of the gateway. Your sensor may not communicate correctly if it is too far from the gateway or if there are too many obstacles in between. Obstructions such as concrete walls and steel between the gateway and the sensor can weaken the signal.
Try moving the sensor closer to the gateway, ideally within 100 m (300 ft) of the gateway.
If you move a sensor or replace a gateway, you can reconnect the sensor to a different gateway.
Reset the sensor using the device-specific instructions.
Ensure the sensor is within the range of the new gateway.
Follow the gateway and sensor self-installation guide to add your device to the new gateway. Allow a few minutes for the sensor to show as connected and start sending readings again.
Sensors and gateways must be purchased or provisioned through SafetyCulture for this to work.
Check the sensor’s power source and battery status in SafetyCulture so you can see whether it runs on replaceable batteries or external power. If your sensor shows a low battery alert, replace the batteries as needed and use the supported sensors overview guide to confirm the correct power source for that sensor type. If you are still unsure which batteries to use, contact our support team.
Make sure the sensor is turned on. After you turn it on, check your SafetyCulture account to confirm it uploads new readings.
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