Sensor+ Troubleshooting

Follow the instructions below if you receive a service alert indicating that a Sensor+ device is offline.

Locate the sensor on site.
Ensure that the Power Unit Battery (PUB) has not been moved from its original position and the antenna is pointing upwards.

The PUB is a white plastic box connected to the sensor head by a cable (see image 1).

Ensure that the cable connecting the PUB and sensor head has not been damaged.

Contact us if the cable has been damaged.

Ensure that the Hub (and Repeater if applicable) has not been moved or disconnected from the mains power supply.
Unscrew the sensor head from the cable, and then reattach it.
Unclip the cable from the PUB and then clip it back in.
Ensure that items are not obstructing the signal between the PUB and Hub (or Repeater if applicable).
Place the Magnetic Tag on the bottom-left corner of the PUB and hold it there for about 3 seconds. During this time, the Mode LED (right) should flash green, then amber. Remove the Magnetic Tag after this sequence completes.

The Magnetic Tag is a small white magnet (see image 2).

Caution: The Magnetic Tag may interfere with pacemakers and implantable cardioverter-defibrillators (ICDs). Keep the tag at a safe distance from such devices

If you do not see any LEDs when you press the Magnetic Tag, the PUB battery may be dead (in which case you will have previously received a low battery alert). Replace the battery then continue this process from step 8. If the LED still does not illuminate, the device may have been damaged. Contact us for a replacement.

After removing the Magnetic Tag, check the Health LED (left):
- Green: Continue to step 10.
- Amber: Continue to step 10.
- Amber flashing: Repeat the process from step 7 until you see a green or amber health LED pulse.
- Red: Repeat the process from step 7 until you see a green or amber health LED pulse.
- Red flash: The battery is low. Replace the battery, then continue this process from step 8.
- No LED: Contact us for assistance.
Wait 5 minutes.
View the sensor in the Control Centre. If it is:
- Green: The issue is resolved.
- Amber: The issue is resolved. See View, Acknowledge, & Clear Alerts.
- Red: The issue is resolved. See View, Acknowledge, & Clear Alerts.
- Black: Continue with step 12.
Remove the battery from the PUB and then put it back in.

Ensure the battery is AA S2600mAh Lithium Battery Cell 3.6V. Using another type of battery will not work and potentially damage the PUB.

Place the Magnetic Tag on the bottom-left corner of the PUB and hold it there for exactly 52 seconds.
After removing the Magnetic Tag, you should see the following LED pattern:
1. The Mode LED (right) will flash green.
2. The Mode LED (right) & Health LED (left) will flash green, then amber & then red.
3. The Health LED (left) will flash green.

If you do not see the LED pattern described above, repeat step 13. Ensure that you press the Magnetic Tag for exactly 52 seconds.

Wait 5 minutes.
View the sensor in the Control Centre. If it is:
- Green: The issue is resolved.
- Amber: The issue is resolved. See View, Acknowledge, & Clear Alerts.
- Red: The issue is resolved. See View, Acknowledge, & Clear Alerts.
- Black: Contact us for assistance.

Sensor-Plus-Animation-Network-Join-640x840-Draft-2 (1).png — Image 2: Magnetic Tag